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Ask Joel Kalman Your Own Question

Joel Kalman
Joel Kalman, Network Administrator
Category: Email
Satisfied Customers: 577
Experience:  I am a self-employed computer specialist experienced at setting up and administrating email accounts.
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i set up my bt.connect account on my iphone, i can send out

Customer Question

i set up my bt.connect account on my iphone, i can send out email, but don't receive on it
Submitted: 2 years ago.
Category: Email
Expert:  Joel Kalman replied 2 years ago.
JoelK :

Hello. My name is ***** ***** I can help you solve your problem. Thank you for your question. My goal is to provide excellent customer service.

JoelK :

Please go to Settings on your iphone and list your incoming settings (IMAP or POP3) here.

JACUSTOMER-hcl3ujuo- :

no idea how to do that

JoelK :

Hello.

JACUSTOMER-hcl3ujuo- :

hi

JoelK :

You will see the settings icon on your home screen. It is a gear wheel symbol.

JACUSTOMER-hcl3ujuo- :

ok

JoelK :

Select Settings, then you will see a settings menu. Select Mail, Contacts, and Calendars.

JACUSTOMER-hcl3ujuo- :

ok

JACUSTOMER-hcl3ujuo- :

what next

JoelK :

Then scroll down and look for your email provider. If you do not see it there, click on +Add Account.

JoelK :

What is the name of your email provider?

JACUSTOMER-hcl3ujuo- :

msn which works perfect

JACUSTOMER-hcl3ujuo- :

btconnect which is the problem

JoelK :

So you have two email accounts and msn is working on your iphone now and you want to set up btconnect so that it works on your iphone too, is that right?

JACUSTOMER-hcl3ujuo- :

correct

JACUSTOMER-hcl3ujuo- :

i can send out on bt connect but cannot recieve

JoelK :

So do have a btconnect email account setup on your iphone that you can open?

JACUSTOMER-hcl3ujuo- :

yes

JoelK :

Open it now, and you should see a menu symbol at the top of your screen.

JACUSTOMER-hcl3ujuo- :

ok

JACUSTOMER-hcl3ujuo- :

there is 3 sections

JACUSTOMER-hcl3ujuo- :

pop account information, incoming mail server,outgoing mail server

JoelK :

Okay, good. Let's look at the pop account information first. What does it say?

JACUSTOMER-hcl3ujuo- :

name moishe reich caterers

JACUSTOMER-hcl3ujuo- :

email *****@******.***

JACUSTOMER-hcl3ujuo- :

description btconnect

JACUSTOMER-hcl3ujuo- :

that's it

JoelK :

Thank you. I cannot see the email address, because it is blocked for security purposes. Just tell me the domain. Is it btconnect.com?

JACUSTOMER-hcl3ujuo- :

yes

JoelK :

Okay. Now let's go to Incoming Mail Server. This is the information that we want to work with. Please list all of it.

JACUSTOMER-hcl3ujuo- :

host name: outlook.office365.com

JACUSTOMER-hcl3ujuo- :

password: **********

JoelK :

Is there a button that says Advanced?

JACUSTOMER-hcl3ujuo- :

yes at the bottom

JoelK :

Tap on that and give me the information on the next screen.

JACUSTOMER-hcl3ujuo- :

4 sections:

JACUSTOMER-hcl3ujuo- :

move discarded messages into:deleted mailbox (ticked), archive mailbox (not ticked)

JACUSTOMER-hcl3ujuo- :

deleted messages: remove (never)

JACUSTOMER-hcl3ujuo- :

incoming settings:

JACUSTOMER-hcl3ujuo- :

use ssl (on)

JACUSTOMER-hcl3ujuo- :

uthentication (Password)

JACUSTOMER-hcl3ujuo- :

delete from server (never)

JACUSTOMER-hcl3ujuo- :

server port 995

JACUSTOMER-hcl3ujuo- :

last section: S/MIME:

JACUSTOMER-hcl3ujuo- :

S/MIME (Off)

JACUSTOMER-hcl3ujuo- :

that's it

JoelK :

Please standby while I verify the incoming settings...

JoelK :

Now I will need the Outgoing Mail Server information.

JACUSTOMER-hcl3ujuo- :

smtp: smtp.office365.com

JACUSTOMER-hcl3ujuo- :

then i press on it:

JACUSTOMER-hcl3ujuo- :

primary server: smtp.office365.com (on)

JACUSTOMER-hcl3ujuo- :

other smtp servers: smtp.outlook.com (off)

JACUSTOMER-hcl3ujuo- :

add server...

JACUSTOMER-hcl3ujuo- :

i pressed on primary server:

JACUSTOMER-hcl3ujuo- :

host name: smtp.office365.com

JACUSTOMER-hcl3ujuo- :

username etc....

JACUSTOMER-hcl3ujuo- :

password *****

JACUSTOMER-hcl3ujuo- :

use ssl on

JACUSTOMER-hcl3ujuo- :

authentication : password

JACUSTOMER-hcl3ujuo- :

server port 587

JoelK :

Is that it?

JACUSTOMER-hcl3ujuo- :

yes

JoelK :

The problem is that this email account is setup for outlook365 for both incoming and outgoing messages. The setup is correct for outlook 365, and you can send mail using it. But the mail does not have your bt.connect reply address, and it is not connected to your bt.connect inbox.

JACUSTOMER-hcl3ujuo- :

so what you suggest i do

JoelK :

We need to add a new account with the bt.connect information. But first we have to get that information from your carrier.

JACUSTOMER-hcl3ujuo- :

this is the info they gave me:

JACUSTOMER-hcl3ujuo- :

incoming server: outlook.office365.com

JACUSTOMER-hcl3ujuo- :

server port 995

JACUSTOMER-hcl3ujuo- :

ssl on

JACUSTOMER-hcl3ujuo- :

outgoing server:

JACUSTOMER-hcl3ujuo- :

smtp.office365.com

JACUSTOMER-hcl3ujuo- :

server port 587

JACUSTOMER-hcl3ujuo- :

ssl on

JACUSTOMER-hcl3ujuo- :

that's it

JoelK :

Are you able to access this email account online using your web browser?

JACUSTOMER-hcl3ujuo- :

yes the mails come to my computer

JoelK :

Do you have a pc or a mac?

JACUSTOMER-hcl3ujuo- :

yes

JACUSTOMER-hcl3ujuo- :

sorry pc

JoelK :

Do you have Outlook installed on your pc?

JACUSTOMER-hcl3ujuo- :

not sure

JACUSTOMER-hcl3ujuo- :

i use windows live mail

JoelK :

What version of Windows do you have?

JACUSTOMER-hcl3ujuo- :

windows 7

JoelK :

Is your email domain xxxxxx AT btinternet.com ?

JACUSTOMER-hcl3ujuo- :

no

JACUSTOMER-hcl3ujuo- :

@btconnect.com

JACUSTOMER-hcl3ujuo- :

at btconnect.com

JACUSTOMER-hcl3ujuo- :

settings on the computer for this account is:

JoelK :

Let's try to setup a new email account on your iphone using the following:

JACUSTOMER-hcl3ujuo- :

incoming mail server pop3 server

JACUSTOMER-hcl3ujuo- :

ok

JoelK :

Right.

JoelK :

Incoming Mail Server: mail.btconnect.com

JoelK :

Port: 995

JoelK :

SSL: Yes

JoelK :

Outgoing Mail Server: mail.btconnect.com

JoelK :

Port: 465

JoelK :

SSL: Yes

JACUSTOMER-hcl3ujuo- :

imap or pop?

JoelK :

Can you do that by going to Settings - Mail, Calendars, & Contacts - +Add Account on your iphone?

JACUSTOMER-hcl3ujuo- :

yes

JACUSTOMER-hcl3ujuo- :

IMAP or POP ?

JoelK :

POP

JACUSTOMER-hcl3ujuo- :

it says cannot connect using ssl

JACUSTOMER-hcl3ujuo- :

so i try to setup without ssl

JACUSTOMER-hcl3ujuo- :

there was no option to put in the ports

JoelK :

The port settings will be different.

JoelK :

Okay. Did the account setup complete?

JACUSTOMER-hcl3ujuo- :

its verifying

JACUSTOMER-hcl3ujuo- :

its still verifying

JoelK :

It is probably not going to accept that information, if it is taking this long.

JACUSTOMER-hcl3ujuo- :

by the way i changed the ports to your instruction

JoelK :

I thought you said that it did not give you the option to input the ports/

JoelK :

Those ports are only good for SSL.

JACUSTOMER-hcl3ujuo- :

yes but it gave me a chance to save and after i saved i went back and changed the ports and now its trying to verify

JACUSTOMER-hcl3ujuo- :

yes i switched on ssl

JoelK :

Please give me the first part of your email address.

JACUSTOMER-hcl3ujuo- :

moisheg

JoelK :

Is it still verifying?

JACUSTOMER-hcl3ujuo- :

no, i went out and it shows know this account as well and again i can send out from this, but not receiving

JACUSTOMER-hcl3ujuo- :

it shows cannot connect to the server

JACUSTOMER-hcl3ujuo- :

my kids are going mad, they are waiting for me to take them out

JACUSTOMER-hcl3ujuo- :

we will have to carry on another time. i feel bad for waisting your time, but please let me know if you think you can sort this out

JoelK :

Okay. I need some time anyway to figure out what is going on here. No problem. You definitely have not wasted my time. This is my job. To solve the tough problems. I will work on this until I get it solved.

JoelK :

Go take your kids out, and you can come back later.

JACUSTOMER-hcl3ujuo- :

thanks so much

JACUSTOMER-hcl3ujuo- :

see u later

JoelK :

What is your name?

JoelK :

When you return, please try the same setup with IMAP:
Incoming Mail Server: mail.btconnect.com
Port: 995
SSL: Yes

JoelK :

Please let me know if your account setup accepts SSL initially this time, so that you don't have to Save and then go back in and modify it.

JoelK :

Most of the information that I found so far referenced btinternet.com. I was trying to modify it for btconnect.com Now, I have found the actual information for btconnect.com. These settings will probably work for you. They do not use Secure Socket Layer (SSL) protection.

JoelK :

Here are these settings:

JoelK :

Incoming Mail Server: pop3.btconnect.com

JoelK :

Port: 110

JoelK :

SSL: No

JoelK :

Outgoing Mail Server: mail.btconnect.com

JoelK :

Port: 80

JoelK :

SSL: No

JoelK :

Also, you can try changing the Incoming Mail Server on one of your existing POP accounts with SSL

JoelK :

From: outlook.office365.com

JoelK :

To: pop3.office365.com

JACUSTOMER-hcl3ujuo- :

my name is ***** ***** tried everything with no success, it is trying to verify and that's it

JACUSTOMER-hcl3ujuo- :

its very hard like this, i will try to go in Monday to a phoneshop, they might be able to help me

Expert:  Joel Kalman replied 2 years ago.
Our chat has ended, but you can still continue to ask me questions here until you are satisfied with your answer. Come back to this page to view our conversation and any other new information.

What happens now?

If you haven’t already done so, please rate your answer above. Or, you can reply to me using the box below.
Expert:  Joel Kalman replied 2 years ago.

Moishe,

The settings that I gave you should work. I just got them verified from a second source. I am sending you the link, so that you can see for yourself. I put in your email address, and I got these settings:

https://www.apple.com/support/mail-settings-lookup/

Expert:  Joel Kalman replied 2 years ago.

<This is a screenshot of your BTemail settings>

Customer: replied 2 years ago.

i tried it and its not working

i feel bad to have taken your time so i will rate it ok so you get your money for have spend the time with me

Expert:  Joel Kalman replied 2 years ago.

Moishe-

You need to contact customer service at btconnect.com, and ask them for the correct email settings. According to the information that they have published on the internet, they have changed things a number of times. The information on their website is out of date, and there is no way to tell.

I did not get the ok rating. There is no rating shown on this conversation.

Joel Kalman, Network Administrator
Category: Email
Satisfied Customers: 577
Experience: I am a self-employed computer specialist experienced at setting up and administrating email accounts.
Joel Kalman and 4 other Email Specialists are ready to help you
Expert:  Joel Kalman replied 2 years ago.

Moishe-

Thank you for the positive rating. I really appreciate it. I have continued to research your problem, and I found another article with settings for btconnect that you can try. Here is the link with screenshots:

https://business.forums.bt.com/t5/Email/Iphone-Ipad-setup-with-screen-shots/td-p/48324

A summary of the information is shown below:

Incoming Mail Protocol: POP

Incoming Mail Server: pop.outlook.com

S/MIME: Off

SSL: On

Port: 995

Outgoing Mail Server: smtp.outlook.com

Authentication: Password

Connection Type: SSL or TLS

Port: 587

Give your iphone all the time it needs to verify, and please let me know if this works for you. If it works, it should load your inbox immediately.

Expert:  Joel Kalman replied 2 years ago.
Moishe -

I am grateful for the opportunity to be of service, and I am sorry that I was unable to assist you in finding the best solution to your technical problem.

If any problems arise in the future where I can be of assistance, please return to Just Answer and ask for me by name. Thank you.

- Joel

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