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Viet -MS Office Tech
Viet -MS Office Tech, Other
Category: Microsoft
Satisfied Customers: 39859
Experience:  Ten years of computer hardware and software support; Windows 10 8 7 Vista XP & Mac; Microsoft Office, etc.
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Today I have been unable to receive and send emails by Outlook

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Today I have been unable to receive and send emails by Outlook 2013. Also a dialogue box keeps coming on my screen headed Internet E-mail - john_bush. Enter your user name and password ***** the following server. It has my server as; it has my user name as john_bush and my Password, which I believe is correct. There's a box to click to save this password ***** your password ***** and then an OK or Cancel buttons. Although I've clicked the relevant bits in this, it still has not cleared the problem. My emails won't send or receive.
Hello! Thank you for your question. I am a licensed computer professional with over ten years of experience, and I will be assisting you today.

I'm sorry about the issue. Are you still able to use your btinternet email at the website

Do you have windows xp, vista, or 7, or 8, or 8.1?

Please reply at the box below. Thank you

Customer: replied 3 years ago.

Yes I can access emails via

Windows 8.1

Thank you. Do you remember your exact email password?

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.

Is it safe for me to reveal to you my password?

Yes we can do a remote session

Don't provide your password. Please click on the website below in order to connect with me.

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

Customer: replied 3 years ago.

Can we contact in some other way? My Norton antivirus is suspicious of the website, and claims there is insufficient experience of it to say it is safe.

With remote support session, you can see everything I do on the screen, and you can stop anytime using your mouse. And we have an A+ rating at the Better Business Bureau website:

If you are still not comfortable, I can certainly provide you written instructions you can try for fixing this issue.

At the website, are you able to sign in your btinternet email address with your email password?

In Outlook 2013, can you delete your btinternet account there, then re-add it?

Please reply at the box below. Thank you

Customer: replied 3 years ago.

My email password ***** the bt website is different from my password ***** Outlook. Yes I can sign in to the bt website

I don't know how to delete my btinternet account and re-add it on Outlook.

I am finding it confusing that whenever I reply to you, my message disappears, and then I find it difficult to find your reply. Whenever I have sought help from others before, both parts of the dialogue stay on the screen

I'm sorry, that is strange. No, your btinternet email address password ***** outlook must be the same as on the website. What happens when you enter the working password (it is case-sensitive) in outlook? Thank you
Customer: replied 3 years ago.

it's there already as a remembered password, and I know it is correct because of the number of stars. I oppress OK but still my emails don't sent or come in, and later the box reappears

Can you delete the stars and enter the password ***** is currently working on the website?

Thank you

Customer: replied 3 years ago.

yes, but this only appears when I am using Outlook, not when I am using the bt website

I know, when it shows that password ***** box in outlook, delete the stars, then enter your correct bt email password (that password ***** works at the bt website), then click OK, then what happens? Thank you
Customer: replied 3 years ago.

as of now my pending 2 emails have been sent, but then an error message has come to the screen saying Outlook cannot download folder inbox from the IMAP.......Error cannot connect to the server.....

In Outlook, can you go to File menu, then Account settings / Account settings, then remove the btinternet account, then add it back?


Please let me know. Thank you

Customer: replied 3 years ago.

I can go into account settings, but when I propose to delete, warnings come up saying i'll lose things, and it appears unsafe

Do you still have all your email messages at the website? Thank you
Customer: replied 3 years ago.

yes, but only from 5.1.14

Can you change your btinternet email password ***** the website below:

, then go to the website and make sure that you can sign in with the new email password

, then in outlook, go to account settings, then click your btinternet account , then click on change..., then update your email password ***** then check.

Thank you

Customer: replied 3 years ago.

thank you, ***** ***** password ***** both bt and Outlook seems to have solved the problem

I'm pleased the problem has been solved, but I don't understand why it occurred at all!

You're welcome. Great. I think , for security purpose, once in awhile BT wants you to change your password. If you need anything else, please let me know anytime. Also, can you please take a moment to rate my service below? Thank you very much for your patience.
Customer: replied 3 years ago.

Thank you too for your patience - it has taken a long time, but I have the desired outcome!

You're welcome. Please rate my service by clicking on a face icon / service option below, then click on Submit when it shows up. Thank you.
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