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 Chris L. Your Own Question
Chris L.
Chris L., Support Specialist
Category: Email
Satisfied Customers: 5587
Experience:  Certified Email Expert with over 10 years experience.
Type Your Email Question Here...
Chris L. is online now

I can get on the internet but can't access my emails

This answer was rated:

I can get on the internet but can't access my emails
Hello my name is ***** ***** certified computer professional with over 10 years experience. I will be happy to help you.

I am sorry to hear you are having trouble.

Can you please confirm for me who your email provider is, is it yahoo, hotmail, aol, gmail or someone else?

Also what exactly happens when you try and access your email?

Please let me know so I can further assist.
Thank you,
Customer: replied 3 years ago.

I am with BT & use windows lived mail - email comes up with "there are no emails" and I know there should be also if I stat an email to send it won't find my contacts & if I just type it in it won't send

Ok so are you able to get your mail by signing in here

I need you to confirm if the problem is just with windows live mail.

Also it would helpful to know if you had any work done to the computer recently or any changes were made that you know of.
Customer: replied 3 years ago.

no as I don't have a password ***** have tried that one but they then want to email me to choose password & of course it doesn't come through - yes I have recently changed from an 8 year old laptop to a new one & a local company tranfered everything over for me, that's when the trouble started, I also can't access my files like I used to - I've been back to them but they say they can't help me any further - fed up as this has been on going for 3 weeks!

Ok all email addresses have a password ***** you probably do not know your password ***** had it saved in your email on the old laptop.

Also it sounds like the local company you hired did not set up your email account probably because you do not have your password.

Are you a current BTinternet subscriber?
Customer: replied 3 years ago.

yes I am


Because you are unable to get your password ***** a phone call will be necessary to get you a new password.

What I would like you to do is call BT directly at 0800(###) ###-####/strong> and tell them that you do not know your password ***** your email account. They will confirm you are who you say you are by your billing information and get you back into your mail account. You can also ask them to help set up your windows live mail properly on the new computer.

I think the problem here and why the local company did not set it up is because you did not have the password ***** they couldn't set it up. Make sure you tell BT that along with your password ***** need windows mail set up.

Please take a moment please rate my service by clicking on one of the smiley faces below or the stars above. You can always return to this page to talk with me any time.

Thank you,
Chris L. and other Email Specialists are ready to help you