topic Re: Send emails from btinternet.com account when using third party broadband in Broadband & Landline

Send emails from btinternet.com account when using third party broadband

MartinEllis — Fri, 15 Aug 2025 11:58:26 GMT

I switched broadband provider to Voneus in April 2025. I still have an account with EE (and am under contract until late 2026). I aim to use my btinternet.com email account until my contract with EE expires.

If I try to send emails from my btinternet.com account whilst connected to Voneus broadband, I get various error messages:

Unable to verify account name or password.

Can't connect to the account : "my btinternet email address". Enter the password for user "my btinternet email address".

My outgoing SMTP settings are:

Outgoing Mail Server: mail.btinternet.com

Port: 465

SSL encryption: Enabled

Authentication: Password

When I connect using my existing EE router, I can send emails from btinternet.com without any problems.

I can still access my email via webmail (on a browser).

Can anybody offer me any advice? Many thanks.

Re: Send emails from btinternet.com account when using third party broadband

XRaySpeX — Fri, 15 Aug 2025 12:31:34 GMT

Do you have the identical SMTP server settings on both EE & Voneus BB

Are you sure the Encryption is just SSL & not STARTTLS?

Re: Send emails from btinternet.com account when using third party broadband

MartinEllis — Fri, 15 Aug 2025 12:54:57 GMT

This is a screenshot from the Apple Mail Outgoing Mail Server setting. I assume this is the same for both EE and Voneus (as I'm using the same email client (Apple Mail) for both).

Re: Send emails from btinternet.com account when using third party broadband

Mustrum — Fri, 15 Aug 2025 13:00:19 GMT

@MartinEllis

My settings are

Outgoing Mail Server: mail.btinternet.com

Port: 993

Encryption method : SSL/TLS

this works fine for 365 mail, but may differ depending on the mail client you are using.

There are more details on the BT Site https://www.bt.com/help/email/manage-email-account/manual-settings/what-are-the-settings-for-outgoing-and-incoming-bt-email-servers

Not STARTTLS

Hope this helps.

Re: Send emails from btinternet.com account when using third party broadband

XRaySpeX — Fri, 15 Aug 2025 13:04:41 GMT

If you've got these settings correct it can only be that you have "your btinternet email address" or "your btinternet email password" wrong under Voneus but not EE.

Re: Send emails from btinternet.com account when using third party broadband

XRaySpeX — Fri, 15 Aug 2025 13:08:38 GMT

@Mustrum : Port 993 is for the IMAP Server, not the SMTP Server.

Re: Send emails from btinternet.com account when using third party broadband

Mustrum — Fri, 15 Aug 2025 13:09:29 GMT

@MartinEllis I don't have it set up on my iPhone or iPad, but try port 993

Re: Send emails from btinternet.com account when using third party broadband

MartinEllis — Fri, 15 Aug 2025 13:24:50 GMT

If I change the port to 995, the error message above appears (if I'm connected to either Voneus or EE). However if I change the port back to 465, there's only a problem if I'm connected to Voneus. It works fine when connected to EE.

Re: Send emails from btinternet.com account when using third party broadband

Mustrum — Fri, 15 Aug 2025 13:27:59 GMT

@MartinEllis what about port 993 ? or was that a typo?

Re: Send emails from btinternet.com account when using third party broadband

MartinEllis — Fri, 15 Aug 2025 13:28:07 GMT

Thank you but the email address and password details are identical for both. I've not changed anything or entered anything separately.

Re: Send emails from btinternet.com account when using third party broadband

MartinEllis — Fri, 15 Aug 2025 13:35:16 GMT

It was a typo. Port 993 gives the same error message as 995. Port 993 is used for the Incoming Mail Server (IMAP).

Re: Send emails from btinternet.com account when using third party broadband

MartinEllis — Fri, 15 Aug 2025 13:49:41 GMT

It may be worth mentioning that I have the same problem on my Mac, iPad and iPhone. My wife (who has a different email address and password) has the same problems on her Mac, iPad and iPhone. It's not unique to a particular device or email address.

Re: Send emails from btinternet.com account when using third party broadband

XRaySpeX — Fri, 15 Aug 2025 14:18:15 GMT

@Mustrum : Why are you keeping on about Port 993? It's never used for sending! Your typo?

It has introduced a red herring 😞 .

Re: Send emails from btinternet.com account when using third party broadband

XRaySpeX — Fri, 15 Aug 2025 14:03:56 GMT

Then the common factor is the Voneus BB.

Re: Send emails from btinternet.com account when using third party broadband

Mustrum — Fri, 15 Aug 2025 14:32:28 GMT

@MartinEllis well in my efforts to help I have:

!. sharded settings that work for me on 365 mail.

2. shared the settings and link from BT Internet.

3 setup my BT Internet email on my iPad - alas get the same results so far, incoming emails are fine, but no outgoing on a non BT/EE internet connection - although it does work fine on my 365 client.

What I have not done is criticize or question anyone trying to help or made impractical suggestions such as duel mail settings.

Need to go out now, will explore iPad settings when I have some more time.

Something for @James_B to have a read of when he returns from his hols.

Re: Send emails from btinternet.com account when using third party broadband

MartinEllis — Fri, 15 Aug 2025 16:34:05 GMT

You may be right! When we were first connected to Voneus, everything worked fine for 4 weeks. Then we started having a persistent problem with sending emails using our btinternet.com email accounts.

I contacted Voneus' technical department and they eventually concluded that since nobody has reported such an issue before, the problem must lie with BT/EE. The broadband and incoming email work fine.

And when I contacted EE, they said that since I could connect and send emails using webmail, it can't be their problem.

Luckily I have a workaround at the moment, but it would be good to get it resolved.

Re: Send emails from btinternet.com account when using third party broadband

MartinEllis — Fri, 15 Aug 2025 16:38:41 GMT

@Mustrum Thank you for your efforts. They're much appreciated.

I'm not aware that I've criticised you (or anybody else) and I apologise if that's the impression you've gained and any misunderstanding. Sorry!

Re: Send emails from btinternet.com account when using third party broadband

XRaySpeX — Fri, 15 Aug 2025 17:17:12 GMT

@Mustrum wrote:
made impractical suggestions such as duel mail settings.

What dual mail settings? You obviously do not know the diff between IMAP & SMTP. You need to use both for a proper working email system that can handle both incoming & outgoing mail.

IMAP only handles incoming mail which arrive at the mail server & only accesses the mailboxes on the mail server & keep those in your email client on your device in line with those on the server
SMTP handles outgoing mail which are initiated from your email client or app on your device.

The OP's issue is entirely with the SMTP Server. Any discussion of IMAP (Port 993 in this case) is derailing this thread & wasting time. In all likelihood the OP is using POP3 for his incoming mail anyway.

I know, I worked on email systems for a major computer systems manufacturer for many years.

Re: Send emails from btinternet.com account when using third party broadband

Mustrum — Fri, 15 Aug 2025 21:34:40 GMT

@MartinEllis wrote:
@Mustrum Thank you for your efforts. They're much appreciated.
I'm not aware that I've criticised you (or anybody else) and I apologise if that's the impression you've gained and any misunderstanding. Sorry!
@MartinEllis no clearly not you. It is a strange problem, and not one reported on here before as far as I know.
As you share the limited settings on Apple mail as I did on MS 365 , the other poster who has not bothered to see how things look at what settings are available on todays apps is not adding any help to the thread, and I have no idea why they do so.
As above, I will have another look in the morning.

Re: Send emails from btinternet.com account when using third party broadband

MartinEllis — Sat, 16 Aug 2025 20:01:34 GMT

The issue still remains unresolved despite some really useful replies from a couple of EE Community Stars. Many thanks to them. 👍