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Mike the Mac Medic
Mike the Mac Medic, Mac Support Specialist
Category: Mac
Satisfied Customers: 5638
Experience:  Over 20 years IT experience with Apple computers in publishing, marketing and design.
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Since BT have altered my password ***** able to get online with

Customer Question

Since BT have altered my password ***** able to get online with my AIR I pad. Were have I gone wrong followed instructions from manual to no avail.
Submitted: 3 years ago.
Category: Mac
Expert:  Viet - Mac Tech replied 3 years ago.

Hello Lawrence! Thank you for your question. I am a licensed computer / tablet professional with over ten years of experience, and I will be assisting you today.

I'm sorry about the issue. What kind of password/key is it, such as Wi-Fi/wireless password, email password, Apple ID account password, etc.?

Are you using the wireless/network key at the back/bottom of the modem/router device? (It is case-sensitive)?

Please reply at the box below. Thank you,







Customer: replied 3 years ago.

email password

Expert:  Viet - Mac Tech replied 3 years ago.

So the internet/websites are working on the iPad, but email does not work on the iPad right?

What email do you use, such as Btinternet, Hotmail, Yahoo, Gmail, AOL, etc.? Have you tried to reset your email account password?

Do you also have a windows xp, vista, or 7, or 8, or 8.1, or mac computer? If yes, is your email working on the computer?

Please reply at the box below. Thank you,







Customer: replied 3 years ago.

email does not work on ipad correct does not

btinternet

reset no have not tried it

windows7 working ok

Expert:  Viet - Mac Tech replied 3 years ago.
Are you communicating with me on your windows 7 computer now?

Can we do a remote session, so we can chat, and I will be able to help you directly?

Please reply at the box below. Thank you



Customer: replied 3 years ago.

yes

ok yes go ahead

Expert:  Viet - Mac Tech replied 3 years ago.

Please click on the website below, then click on Join session, then allow the Elsinore / ScreenConnect remote program to run:

http://166.78.231.170:8040/?Session=8f9ec9e0-cd42-4bc6-b1fb-53d2d2c1e807

Note: If it does not connect within 5 minutes, then please reply at the box below and let me know. Thank you.

If it does not connect / join, can you please go to that website in Internet Explorer (the big 'e' program icon), not Firefox or Chrome, etc.?

Or go to the shorter website below in Internet Explorer:

http://tinyurl.com/obvjymu

Put the above website in the address bar on the top in Internet Explorer, then press the Enter key:

, then join session, and allow the Elsinore / ScreenConnect program (at the bottom) to download / open / run, and try any other option it gives you as needed. Thank you,

  1. If it still does not join / connect, please click on the website below:
    https://secure.join.me/Download.aspx?webDownload=true
  2. Then download / run the file join.me when it prompts or shows
  3. Then tell me the 9 digit numbers that it will show in the join.me program.
  4. Do not close the join.me program.

Please reply at the box below. Thank you,











Expert:  Viet - Mac Tech replied 3 years ago.

Hi Lawrence,

We've been communicating, but it looks like you are not there. Can you please reset your btinternet email password ***** the website below?

http://www.bt.com/forgotpassword

When you are available, please reply back at the box below to continue. Thank you,