I still have issues with IMAP4 in Thunderbird (BT’s problem yet again) so I do think that I shall change providers and indeed go for a web mail account going forward, I have considered many options and have not yet reached a decisiont, but departure from BT is imminent.
I had one BT customer who foolishy followed a phishing link that was not caught and blocked by his antivirus program (Panda Cloud) and fooled him into divulging his BT mail password. He is 92, partially deaf and very very nervous as far as computers are concerned.
I went in to fix the issue (changed BT password, checked his system for malware and cleared down his browsers etc). and got him to change all other website passwords that used the same password (paypal etc)). Yes I know… you don’t need to say.
The password was changed and all was secured and fixed the first time round. £50 and thank you very much Paul for sorting the issue and advising me on how to avoid this pitfall going forward.
His BT mail worked for 4 days then BT locked his account as someone had tried to access his account from abroad - WELL OF COURSE THEY DID YOU IDIOTS AT BT. They tried but could not get in as the password was now secure. Why lock the account???.
2 hours of my time on-site for a second visit later (as I had to go back to the customer and spend 2 hours on the phone for him to BT (as he could not remember his security question and could not hear the person at the other end to make me a trusted person to allow them to talk to me directly).
They then had to send yet another new password IN THE POST which took 5 more days to arrive (due to the security question problem).
I then had to make a 3rd visit to reset the password yet again and to change his security question (over the phone with BT). Its been working now for 3 weeks and I dread the call.
The simple mistake ended up costing the customer £130+ of my time whereas it should have cost him nothing if BT support could actually do their job and support their customers properly and competently.
Again, I’m stuck in the middle. I am getting paid for the work of course but getting blamed when it all goes wrong because of the incompetence of BT support. I feel bad about that and it makes me look like the one that is fleecing the customer. I can’t tell you how many hours of free work I do for this kind of thing but its just not viable. I can’t do the work for free as this is my business and my career and if I did the work for free all the time I would be unemployed myself.
I told him to write a letter to BT and ask for compensation. I have got customers to do that before and normally they get the money back as a “goodwill” gesture. But - If I was 92 would I really be bothered to peruse it. Probably not - Life is way to short for the next level up of stress at 92.
Been there and done it ran my own Business for several years, sometimes rewarding others so painful, but dealing with support desks that are simply useless can be very stressful indeed, unfortunately I can’t call BT support again unless it’s for something very simple, by order of my Wife !!, I tend to lose my temper and get stressed dealing with BT muppets these days, I am just hoping that things remain stable going forward.
As do I Steve (get frustrated and sometimes a bit shouty/aggressive on the phone to support people - borne out of complete frustration at the incompetence and their lack of understanding that I am an engineer who needs to talk to 2nd/3rd line support).
The last call I made to BT (3rd visit above) I talked to a support person fresh out of BT training - been on the front line for 2 days according to thier own admission. The person did not take kindly to my “ever so slightly” raised voice at my exasperation and probably somewhat sarcastic attitude. She nearly hung up on my (rightly so I have to say - I have been on that training myself one upon a time). She got that bit of her training right (which was probably about 80% of her training in total) :-)
I had to dug my heels in and “politely” asked to speak to her supervisor. When she asked “Why” I said "because I have been on the phone for a total of 3 hours so far for this issue on several different calls - I am with one of YOUR “vulnerable customers” who is 92 and partially deaf and I am not prepared to go through BT’s 101 script about changing my password when I have already reset the password and then you have already blocked the account and then you have sent my customer a letter in the post with a new password.
she promptly passed me over and the issue was sorted in about 3 minutes of conversation with the supervisor.
Just saying 
ps. its a slow day today and I’m keeping myself entertained with this and venting some of my pent up frustration so I apologise to one and all
Dont get me started on the banal name of the software used to run this forum “Powered by Get Satisfaction” - Pah Yea right.
Get more satisfaction on watching a rolling stones documentary on BBC4 of a similar name until Trump ruined even that small pleasure by stealing “You can’t always get what you wan’t” as his “call to action” theme.
LMHO, sorry have to laugh, some of the so called supervisors/Managers are equally incompetent, rude and damned useless, drive me insane, will they never learn or improve.
I wish someone from BT who actually had some influence could / would actually bother to read all of this. Maybe they could introduce it a “case study” into their training. I expect some enterprising customer will read this and pass on the URL to a BT support person. I expect they may read this which is why I say this. If you are from BT and are reading this - for Goodness Sake please pass this up the food chain to your “Customer Delight Management” weekly meeting and shake the cage continuously until something is actually done.
OR
Maybe all BT staff should be enrolled on the Plusnet training course - they seem to get it right and they are BT afterall.
we can only hope, me !, been hoping for 2 decades…thats all I am saying
I would like to thank all those on the forum who have chased BT to sort this out, well done chaps and ladies.sorry ladies first
I know BT are wanting and need a kick up the butt
But when logging calls have you considered how the problem is logged it could be logged under how you tell it, emclient firefox or others
no system would link these calls tgogether
It easy to critise, have you been there and done it on a help desk system
I have run field support and help desk departments on a blue chip company albiet 20 years ago, why not try it its not easy. Its always to blame the person on the phone who has a scriped system and only see whats there
What BT needs to do is send an email to all support staff about a problem that affects third party software or other problems generaly
I know some will disagree but try taking calls yourself on a help desk
I am 75 now and know a lot more tham most
If you disagree offer you services to BT
NO I am not a BT lover I have kicked ass in monthly meetings with them in the past
Why not try Sky or others they are all the same
What I am saying whoever you deal with telecoms or others thay are all lacking
This reply was created from a merged topic originally titled Em client bt issues.
Hello there,
I am not sure if anyone is having issues with connecting to bt over the last week or so.
I have at least 3 customers that are having issues with connecting with POP3 and Imap, I have removed and readded the accounts and checked the credentials and port settings.
Em client diagnostics confirm that it is fixed but still comes up with issues saying it cant connect to the server.
Not sure if it is Em client or if it is BT
This reply was created from a merged topic originally titled Operations - Error Message.
New to eM Client - when I try to download messages I get the following message:
[IMAP] Cannot open folder “(email address)/Inbox/” (unrecogized extra arguments to SELECT command)
Anyone any ideas?
tend to agree in regards suppliers, however their support desk software should enable a search or multiple search option which will enable them to locate similar call and the resolution or and progress hitherto related, personally I think they use stickies probably yellow ones. I to have run support desks more recently and I hope and pray that my support desk was 100% better then theirs.
This reply was created from a merged topic originally titled have reinstalled emclient and email but still get following message.
when sending email get cant open sent folder CLient bug 
This reply was created from a merged topic originally titled Issues trying to download e-mail from BT account..
Intermittent issues downloading from BT e-mail.
Keep getting loads of error messages.
have disabled both Firewall and Antivirus with no success.
Frustrating!
This reply was created from a merged topic originally titled Em client Unrecognized extra arguments.
Currently getting issues on Emclient everytime I click onto a folder in my inbox, just wondering if there is an easy fix? 
This reply was created from a merged topic originally titled I have the new version but have had problems since downloading. When I receive e-….
I have the new version but have had problems since downloading. I cannot receive e-mails but when I do they are blank as unable to download from server. 08:34:10 at MailClient.Protocols.Imap.Synchronizer.ImapCommand.Execute(WorkerStatus status)08:34:10 at MailClient.Commands.Command.Process(WorkerStatus status)
/Inbox/". (unrecognized extra arguments to SELECT command)
08:35:49 at MailClient.Protocols.Imap.ConnectionPoolEntry.SelectFolder(Folder value, Boolean force)
08:35:49 at MailClient.Protocols.Imap.ConnectionPool.AcquireConnection(Folder mailFolder, Boolean idle, Boolean forStore)
08:35:49 at MailClient.Protocols.Imap.ConnectionContext…ctor(ImapAccount account, Folder folder, Boolean forStore)
08:35:49 at MailClient.Protocols.Imap.Synchronizer.FolderInfo.CreateConnectionContext()
08:35:49 at MailClient.Protocols.Imap.Synchronizer.SynchronizeMessagesCommand.ExecuteInternal(WorkerStatus status)
This reply was created from a merged topic originally titled Error message eM client opens. IMAP cannot open folder [email protected]….
I am getting Error messages when eM client opens. IMAP cannot open folder [email protected]/Sent/ (unrecognised extra arguments to SELECT command.
it’s BT been silly yet again, the more of us who call BT support the better.
These are the same errors that I am getting also, sometimes I can download mail then sometimes I can’t?
I have now given up on eM Client. I can’t get any help anywhere in rectifying this problem. Nothing seems to work. I have now gone over to Thunderbird and have very easily ported all my contact and e-mails held in local folders over.