How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask John Your Own Question
John, Computer Support Specialist
Category: Computer
Satisfied Customers: 5775
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.
Type Your Computer Question Here...
John is online now

I am having trouble opening my emails thru BT

This answer was rated:

I am having trouble opening my emails thru BT All I am getting is a panel stating Protocol IMAP
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 *****

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

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 1 year ago.
1. Microsoft Outlook
2. Fire Fox
3. Windows 10

Thank you for the details.

Are you able to open your btemails using Firefox successfully ?

Customer: replied 1 year ago.
I did on day one of my problems but have not been able to do so since.


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 1 year ago.
I assume this will be £22 but is this part of the Free Trial or on top of the £35?

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 and 4 other Computer Specialists are ready to help you

Thank you.

To do remote support please click on this link 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.

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)?

Is there any problem running the remote support tool?

Please provide your contact number.

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


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 : -

If you have trouble with password ***** on this link to change the password : -

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.