Search Support

Avoid support scams. We will never ask you to call or text a phone number or share personal information. Please report suspicious activity using the “Report Abuse” option.

Learn More

new bt mail system not working

  • 1 reply
  • 1 has this problem
  • 7 views
  • Last reply by jscher2000

more options

BT are changing their email system. My main email is on the new system and my other email is on the old system. I can get to the login box. If I go to my second email I can access my emails but if I go to my main email (which is on the new system) it continually tries to load and I cannot get on to it. This has been happening since last Tuesday (4th June,2019) before this it was working. I have suspended Adblock for the site and stopped blocking cookies but it still won't load my email account. I downloaded Chromium and I can access my email account this way. I spoke to someone at BT and they said that it was a problem with Firefox as I could access my email account through Chromium.

I do not understand why I can access the email account that is on the old system and not the one which is on the new system. I find this very frustrating, as I want to use Firefox not Chromium, and it was working before Tuesday.

I use Linux Ubuntu.

All Replies (1)

more options

Sorry for the generic nature of this reply, but since it was working for you in Firefox recently --

If a site is generally known to work in Firefox, these are standard suggestions to try when it stops working normally:

Double-check content blockers: Firefox's Content Blocking feature and extensions that counter ads and tracking may break websites that embed third party content (meaning, from a secondary server).

(A) Do you see a shield icon toward the left end of the address bar, near the lock icon? More info on managing the Tracking Protection feature in this article: Content blocking.

(B) Extensions such as Adblock Plus, Blur, Disconnect, Ghostery, NoScript, Privacy Badger, uBlock Origin or uMatrix should provide toolbar buttons to manage blocked content in a page. There may or may not be a number on the icon indicating the number of blocked items; you may need to click the button to see what's going on and test whether you need to make an exception for this site.

Cache and Cookies: When you have a problem with one particular site, a good "first thing to try" is clearing your Firefox cache and deleting your saved cookies for the site.

(1) Clear Firefox's Cache

See: How to clear the Firefox cache

If you have a large hard drive, this might take a few minutes.

(2) Remove the site's cookies (save any pending work first). While viewing a page on the site, try either:

  • right-click (on Mac Ctrl+click) a blank area of the page and choose View Page Info > Security > "Clear Cookies and Site Data"
  • (menu bar) Tools > Page Info > Security > "Clear Cookies and Site Data"
  • click the padlock or "i" icon in the address bar, then the ">" button, then More Information, and finally the "Clear Cookies and Site Data" button

In the dialog that opens, you will see one or more matches to the current address so you can remove the site's cookies individually without affecting other sites.

Then try reloading the page. Does that help?

Testing in Firefox's Safe Mode: In its Safe Mode, Firefox temporarily deactivates extensions, hardware acceleration, and some other advanced features to help you assess whether these are causing the problem.

You can restart Firefox in Safe Mode using either:

  • "3-bar" menu button > "?" Help > Restart with Add-ons Disabled
  • (menu bar) Help menu > Restart with Add-ons Disabled

and OK the restart.

A small dialog should appear. Click "Start in Safe Mode" (not Refresh).

Any improvement?