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Jerry Hannell
Jerry Hannell, Computer Support Specialist
Category: Computer
Satisfied Customers: 8480
Experience:  Experience in Windows environment. ASP, Visual Basic, Ajax
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I cannot access my emails, I have typed in my user nane and

Resolved Question:

I cannot access my emails, I have typed in my user nane and passwoprd but it is not accepted
Submitted: 3 years ago.
Category: Computer
Expert:  Jerry Hannell replied 3 years ago.

XXXXX XXXXXnell :

hello sir&madam

XXXXX XXXXXnell :

I would like to help you, please let me know when you are ready

Customer:

Ready

XXXXX XXXXXnell :

hi, normally how do you access your emails?

Customer:

Through B.T,Mail

XXXXX XXXXXnell :

from the web? (you enter your username and password XXXXX login to bt email?)

Customer:

yes. lrichards505btinternet.com

XXXXX XXXXXnell :

what was the last time you were able to Access your email? do you remember your password? or any passwords you have used in the past?

XXXXX XXXXXnell :

(is this a new problem)

Customer:

Yes,from yesterday evening

XXXXX XXXXXnell :

it seems there is a problem with your current password XXXXX can set a new password

Customer:

O.K does this mean I can use B.T yahoo! as well ?

XXXXX XXXXXnell :

yes

XXXXX XXXXXnell :

can you answer these questions?
1) your postcode
2) your birthdate (day,month,year)
3) mother's maiden name

XXXXX XXXXXnell :

so we can set a new password

XXXXX XXXXXnell :

bt and yahoo is same (in fact, yahoo acquired bt)

Customer:

I did this on line over an hour ago, it still didn't work.

XXXXX XXXXXnell :

we can try again

Customer:

O.K

Customer:

Dob 12. 01 .1947

Customer:

Mother's maiden name.

Customer:

Kynaston

XXXXX XXXXXnell :

and post code

Customer:

EX12 2HP

XXXXX XXXXXnell :

there is a problem with your account, we need to talk with Yahoo.
i am checking now

Customer:

O.K.

XXXXX XXXXXnell :

can you go to : https://signin1.bt.com/login/emailloginform and
enter your email, and then password XXXXX and then try to login

XXXXX XXXXXnell :

what happens?

Customer:

I have tried twice and it comes up that they don't recognise my datails!

XXXXX XXXXXnell :

are you entering your full email address?

XXXXX XXXXXnell :

(including the @btinternet.com part)

Customer:

YES

XXXXX XXXXXnell :

can you go to : www.mail2web.com

XXXXX XXXXXnell :

and enter your email + password

XXXXX XXXXXnell :

are you able to login?

Customer:

I think my password XXXXX be the problem,I had I think a differenr on for BT Yahoo,shall I try that one ?

XXXXX XXXXXnell :

yes, can you try it, because yahoo and bt are same (same provider)

Customer:

Please give me the link again

XXXXX XXXXXnell :

www.mail2web.com

Customer:

I thied twice and the second time it wasted to send me to outlook repair kit.

XXXXX XXXXXnell :

can you go to http://mail2web.com/login/?lid=0&il=0

XXXXX XXXXXnell :

server name is: mail.btinternet.com

XXXXX XXXXXnell :

User ID or Login name is XXXXX XXXXX email address

XXXXX XXXXXnell :

and enter your password, what happens?

Customer:

I can't get www.mail2web.com from here. please send again

Customer:

I was told to try advanced setting what is that?

XXXXX XXXXXnell :

were you able to enter your email + password?

Customer:

Yes,but I am not sure if the password XXXXX XXXXX

XXXXX XXXXXnell :

you got an error message?

XXXXX XXXXXnell :

if yes, what is the error?

Customer:

No, just the message about advances setting.

XXXXX XXXXXnell :

can you Access your email from this page

Customer:

It comes up with "We don't recognise your details, although when i went to put in my password XXXXX came up in dots both times.

XXXXX XXXXXnell :

  • From a landline: 0800 100 400

  • From a mobile: 0330 1234 150

XXXXX XXXXXnell :

can you call this number

XXXXX XXXXXnell :

and tell them you are not able to Access your email

XXXXX XXXXXnell :

they will replace your password XXXXX a new one

Customer:

I got an ans.message, it told me to try B.t.com./password. I did this well over an Hour ago and was passed to you, I am going around and around in circles, and have to go out in 20 mins.is there no other way you con help me please?

XXXXX XXXXXnell :

were you able to call them

Customer:

Yes, and it was arecorded message to try Bt.com/password, which I tried over an hour ago, and was put on toLightStreamer, after paying £28 !

Customer:

Do I get a reply? time is running out, and I still Can't access my emails !

XXXXX XXXXXnell :

i am checking

XXXXX XXXXXnell :

i am waiting for the bt tech to talk to

XXXXX XXXXXnell :

if you want you can sign off now

XXXXX XXXXXnell :

and come back later

XXXXX XXXXXnell :

i will send you a message

Customer:

Yes, I will do that, how do i get back to you?

XXXXX XXXXXnell :

can you add this page to your favorites ? (bookmarks)

XXXXX XXXXXnell :

when you come back later, you can open this page from your favorites

XXXXX XXXXXnell :

and i will be here

Customer:

sorry i don't know how to do that.

XXXXX XXXXXnell :

do you see the address of this page?

XXXXX XXXXXnell :

(like http://www ................................. )

XXXXX XXXXXnell :

(at top, in the addressbar)

XXXXX XXXXXnell :

hi again

XXXXX XXXXXnell :

what is your Bt billing account no?

Customer:

WW29173460 qo87 40

Customer:

When I got home I tried my emails and this time my username and my password XXXXX accepted, but I am worried that it will happen again. Have you been able to sort my problem out ?

Customer:

I would like you to explain what was wrong. perhaps you are off duty now, can you contact me tomorrow please ?

XXXXX XXXXXnell :

hello again, bt tech asked me the bt billing account no, but since you told me that you were able to access your emails, I don't need to contact them again

XXXXX XXXXXnell :

you can send me a message when you come back, even if I am not here, I will receive it (offline message)

Customer:

I did send you a message at 5.30 p.m. I am gratefdul for your help, but would like to understand why my passwore etc. was accepted for my emails late this afternoon, when it wasn't early this morning,when I used the same password XXXXX username.

XXXXX XXXXXnell :

I talked with bt tech and told them about this situation and the representative told me they would send a message to the admins. he also asked me the bt billing number but since I didn't have this info, I could not give the number to them. it seems they fixed the problem after that.

XXXXX XXXXXnell :

but I don't know why your password XXXXX work before.

Customer:

Thank you.

XXXXX XXXXXnell :

you are welcome

Jerry Hannell, Computer Support Specialist
Category: Computer
Satisfied Customers: 8480
Experience: Experience in Windows environment. ASP, Visual Basic, Ajax
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