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John
John, Computer Support Specialist
Category: Computer
Satisfied Customers: 5009
Experience:  I have been in the IT field for the past 8 years. I also worked as a system admin for a construction company for 3 years.
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I am having trouble opening my emails thru BT internert.com

Customer Question

I am having trouble opening my emails thru BT internert.com All I am getting is a panel stating Protocol IMAP
Server Mail.Internet.com
Port 993
Error code: 0x800ccdd.
Bt helpline are being next to useless. I have no idea what all this means and after 3 days battling with BT I am at witts end!! Can you help please by eitther helping with my problem or, how to get rid of this IMAP whatever that is,
Regards *****
Submitted: 5 months ago.
Category: Computer
Expert:  John replied 5 months ago.

Hello and welcome to justanswer. My name is***** will be assisting you today. Please give me a moment while I review your question.

Expert:  John replied 5 months ago.

Could you please provide the following details.

Which email client are you using to open your btinternet email (Microsoft Outlook, windows live mail,Mozilla Thunderbird)?

Are you able to log in to you brinternet email using web browser (Internet explorer, Edge, Mozilla Firefox, Google Chrome, Safari)?

Which is the operating system installed in the PC.Is it Windows Vista, Windows 7, windows 8, Windows 10 ?

Thank you.

Customer: replied 5 months ago.
1. Microsoft Outlook
2. Fire Fox
3. Windows 10
Expert:  John replied 5 months ago.

Thank you for the details.

Are you able to open your btemails using Firefox successfully ?

Customer: replied 5 months ago.
I did on day one of my problems but have not been able to do so since.
Expert:  John replied 5 months ago.

OK

May I remote access to your PC and check the issue you are facing directly. It’s secure and also you can see what all I am doing in the PC. Let me know

Customer: replied 5 months ago.
I assume this will be £22 but is this part of the Free Trial or on top of the £35?
Expert:  John replied 5 months ago.

I am not sure of the details of free trial offer.Remote support is a additional feature so this charge is additional but i can send a lower offer,Please check it

John, Computer Support Specialist
Category: Computer
Satisfied Customers: 5009
Experience: I have been in the IT field for the past 8 years. I also worked as a system admin for a construction company for 3 years.
John and 8 other Computer Specialists are ready to help you
Expert:  John replied 5 months ago.

Thank you.

To do remote support please click on this link http://www.justanswer.co.uk/remotedesktop/join.aspx?Session=54f9fff4-1c53-4714-bcec-a96412f113b3 that will open remote desktop session page in that page click on I Agree, then you will get Elisnore Screen Connect Client download and run it. If it asks for User Account Control click on Yes that will allow me to connect once I am connected to your PC I will post a message using the remote chat screen. If you have any trouble connecting please let me know. Do not close this Chat/Q&A page.

Expert:  John replied 5 months ago.

I haven't got the access to your computer, is there any problem opening the link i gave or running the remote support tool (Elisnore Screen Connect Client)?

Expert:  John replied 5 months ago.

Is there any problem running the remote support tool?

Please provide your contact number.

Expert:  John replied 5 months ago.

It seems like you had opened another question to get back to this chat page.Please reply to me using this page.

John

Expert:  John replied 5 months ago.

It seems like you are not getting any of my replies also i didn't get connected to your PC so when you are back online please try to access your btinternet email using this link : - https://signin1.bt.com/login/emailloginform?s_cid=con_Furl_mail&utm_source=ATL&utm_medium=FURL&utm_content=R&utm_campaign=btmail

If you have trouble with password ***** on this link to change the password : - https://www.bt.com/managepassword/merged_consumer_journey/forgottenpasswordnavPC.do?decorator=merged_consumer_journey

Once you have access to your email using the email login i gave above then open Microsoft outlook and enter the new password ***** created when it asks for imap password.

See if that works and please let me know.

Sincerely,

John

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