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? 

[dangerous123 · Accepted solution]

The account has been restored to the "Standard" account today, I input the Outlook server settings for IMAP to port 993 (SSL box ticked) and the SMTP to port 465 (SSL box ticked and the server authentication box ticked).  All seems to be working well and as it was.   

Thank you both for your assistance

[XRaySpeX]

Thanks! You're welcome 🙂 ! Glad I could be of assistance & trust it is now sorted.  

[EngTech84]

I had similar issues but mine was trying to set up Outlook on a new laptop - Kept getting error messages "Something went wrong, try again - You may need an App Password" You don't!!!!

Long story short

Ports etc all correct / double checked while trying to set up Outlook on a new laptop with Office 365

Old laptop Outlook worked (Send and Receive) No error messages - Office 365

Tried BT/EE E-mail app - Did not work either

EE / BT package was Standard - Fibre to the house - No landline

Chatted to EE / BT Tech Support - UK Call Centre in real time not chat (Monday to Friday)

Turns out the passwords were not synced (Laptop / e-mail server) for some reason hence error messages and would not setup

Would advise the following:

1. Clear Cookies etc

2. Close all browsers

3. Change Password via a new browser

4. Log in to Web Browser (BT.com) E-mail with new password - If you can log in, go to Step 5

5. Set up new e-mail account in Outlook with new password on laptop

Worked for me - Took a bit of time but to Call Centre credit they stuck with me while I did this so well done to them

Bottom line - It could be Passwords out of sync i.e. Outlook on PC / Laptop not the same as on E-mail server hence changed password - That sorted things out

[XRaySpeX]

@EngTech84 : This year-old thread was about being put on the wrong BT Mail plan when your BB is moved from BT to EE. Pwds don't come into it.