BT basic email and Outlook access settings on transfer to EE broadband

[dangerous123]

Just transferred to EE Full fibre broadband from BT Internet at BTs request when closing down and moving a BT Internet account.  I was assured that existing BT email accounts would be unaffected (confirmed three times before I would agree to the switch). 

I read and manage emails using Outlook on a Windows 11 laptop or desktop pc.  I also rarely access emails on my mobile and laptops using webmail via the My Bt pages if there are issues like laptop connectivity or with Windows.  The account access settings in Outlook were IMAP/SMTP, I have not changed the email addresses or account passwords for the email accounts

Today my old BT broadband account was disabled and I am now trying to work out how to get access for Outlook to pull the emails in the same way it has always done for the last 25 years.  All I get is the Outlook pop up which requires a password input, it then does accept the password on the account.

 I can see the email traffic is there on the BT site (My Bt pages) but due to the way I manage and archive them I do not want to be limited to reading them on BTs website.  Had this been explained as being likely to occur I would not have agreed to the transfer.

Today I called the EE helpline who transferred me to BT email advisors and whilst the staff were lovely, it was clear they did not have any experience of email clients on computers and suggested the issue was with Outlook and I should contact the providers (contacting Microsoft for BTs mail system settings would you believe).  In short, a waste of 30 minutes to a help system that is clearly inadequately trained.

What do I have to do to restore my Outlook client so I can continue to read and send emails as I have done for many years? 

[XRaySpeX]

You should be able to continue using PC Outlook as you've have always done on your BT email. Moving your BB to EE should not change its email settings.

Is it only reading emails that is the issue? Can you send emails from your BT addy using Outlook?

Look in your BT Webmail or MyBT as to what type of BT Mail you have, Standard, Premium or Basic. Leavers of BT BB generally can be put on free Basic BT Mail which is Webmail only but movers to New EE BB should be put on Premium for no charge.

EDIT: I've just noticed you put "basic email" in your heading. Why have you been put on Basic BT Mail, which is Webmail based only? Users being moved from BT to EE for their BB are allowed to keep their existing email a/c's as is with a few minor restrictions.

[Mustrum]

@dangerous123   it sounds as if your outlook settings may need a tweak, you can find the settings in the following BT Help page. Perhaps your computer had a link to MyBT or something.

https://www.bt.com/help/email/manage-email-account/manual-settings/what-are-the-settings-for-outgoin... 

[XRaySpeX]

I doubt it'll be email settings, unless it were a Port 25 SMTP. Most likely it's the type of BT Mail product OP has been put on on leaving BT BB.

[dangerous123]

XRaySpex, 

Looks like it is BT basic.

Munstrum,

I input the settings  from the linked page (for IMAP and SMTP) but I get the response from Outlook "something went wrong and Outlook could not save your account settings.

[Mustrum]

@dangerous123   Have a look at this and there are more, article, it seems you should be able to stay on BT's standard email, and no be put on the basic version. Did you sign up direct with EE, or go through BT when you moved?

https://community.bt.com/t5/General-email-queries/What-happens-to-my-BT-Email-if-I-move-from-BT-to-N... 

[dangerous123]

Munstrum I went through BT, they insisted I transferred to EE, what a mug I have been

[XRaySpeX]

As you did the move to EE thro' BT you should have kept your BT email unchanged, not be moved to BT Basic.

[dangerous123]

Just had a chat with a well informed BT Guide on the 150 help number.  She checked everything and said the sales team had put me on the wrong email service ("Basic") for someone moving from BT Broadband to EE Broadband.  She has input a request to have the email service changed to "Standard " as that is what it should have been set to, it may take up to 3 days.  Once done I will have to change the server settings in Outlook to ports 993 and 465 as mentioned in Mustrum's link above.  Fingers crossed this will all work.  I will report back either way when the account is reset.

Thanks for your assistance so far as your pointers have definitely helped. 👍

[Mustrum]

@dangerous123  glad you found someone to sort it out and put you on the correct email package.