Unable to receive e-mails using data

[Wells25]

My husband and I are unable to receive e-mails when not using wifi, but we can send with zero issues.  I have an Android and he has an Apple phone.  It works for a couple hours then doesn't, and happens every couple days.  Settings are correct on both model of phones, but support says there's no network issues when clearly there is.  Anyone else having these issues? It's getting super frustrating.  Thanks so much! 

[WelshTerrier]

Good Day & Welcome.

Loss of signal can affect the sending & receiving of emails over a mobile device.

Can you clarify if this issue is happening when you log into Bell Webmail directly on our website, or are you using a third-party email client such as Outlook/Apple Mail?

Are you connected using cellular data or Wi-Fi when this occurs? Do you get any type of error message that you can share with us? 

There are any number of factors that can affect this issue. Have you tried to reboot your devices and clear all of your history?

• Have you tried changing the network settings in your phone? At times, forcing your phone to 4G / LTE can help stabilize the connection.
• Are the issues only happening indoors at home? At work? Anywhere specific, or consistently around you?
• Do you know of anyone else in the area having similar issues?
• What troubleshooting steps have you done so far?
• You mentioned that you have gotten in touch with Bell technical support? Do you know if a ticket number was opened up?

When there is no mobility signal or it is a weak signal available, have you tried to use Wi-Fi for cellular calling?

Most Bell plans offer Wi-Fi calling as a free service. If your plan covers it & you have a Smartphone, simply turn this feature on in your phone settings.

You will be able to use Wi-Fi Calling in any location in Canada that is out of cellular coverage and has a Wi-Fi network that you can connect to. These places include basements, in buildings, underground, hospitals, warehouses and stores. Since you may experience weak cell reception in these areas, Wi-Fi Calling will allow you to use your phone in a Wi-Fi connected area as if you were still connected to a mobile network.

Here is a link that will explain everything to you:

Wi-Fi Calling Feature | Bell Mobility | Bell Canada

Thank you for posting your question.

Take care.

[Wells25]

Hello!  Thank you for the reply @WelshTerrier! 
We use Rogers email, and have contacted them, and they have zero issues, and we can log into webmail with no issues and when we are on wifi with zero issues. Both of our emails will not sync unless on wifi, but we can send emails using data with no issues, just can't receive using data.  Mobile data is turned on both phones.  This happens each time we are not using wifi. It will work for a couple hours one day, and not again for a couple of days. 
No errors are given, just the bar moves like its trying to sync, then doesnt sync.  We have tried all networks (5g, 3g, and LTE) and nothing.  We have cleared our history, tried removing emails from network and adding back are are told net work issues trying to readd. Then it will readd, and not sync again.  It happens anywhere when not using wifi, we have tried at work with no wifi and doesnt sync, but soon as we both turn wifi back on, it syncs instantly. Shut off wifi, it doesnt sync again.  Have tried removing Sim card, and again not syncing. No one else we know has Bell, and their emails are working fine on their apple and android phones with Telus. 
No ticket was open with Bell as they said there are no area issues and to go into a bell store and get their help, we went in and they said there are no issues. 
Mobility signal is full strength on both phones. 
We have no issues with calling, browsing, using apps or anything, everything works fine, its just receiving emails while using data services. 

[WelshTerrier]

Good Day.

Thank you for the details that you have provided.

Has this been an ongoing issue or is this a new issue that has suddenly cropped up?

Syncing issues can happen for multiple reasons:

• Are you accessing your Roger's webmail using a third-party email client? E.g. Outlook, Apple Mail, Samsung Email, Gmail, etc.
• Have you tried accessing your email by way of a different method or client?
• Have you checked your Focus settings on your Apple iPhone and Android device? (This allows users to customize notification, app, and screen configurations to reduce distractions, block apps, etc.)
• Have you made any recent changes to your email accounts on your devices?
• Have you tried removing your accounts, fully power cycle your devices and setup the accounts once again?
• You mentioned your internet is working fine and all other websites are loading; your email host might just be experiencing a temporary outage or disruption. When this occurs, have you tried restarting your phone, or tablet? (It may seem too simple to be true, but sometimes this is all you need to do to fix the problem.)
• I will assume your apps and devices are up to date. Correct?
• Are you accessing your emails from more than one device? If so, one device may be set up as POP, while another is set to IMAP. To help resolve this, try checking the email settings on all your devices to see if they are POP or IMAP.
• To ensure your emails sync consistently, make sure all your devices are set to IMAP. Once you’ve done this, close and refresh your email account.

I have included this Microsoft website for informational purposes only.

• What are IMAP and POP? - Microsoft Support

Let us know.

Take care.

[Wells25]

Hi @WelshTerrier - this all started happening at the same time for both of us around 3 weeks ago, that's why we find it odd as it happened at the same time on both the apple and android cell phones.  Here are my answers to your questions, see below in bold: 

• Are you accessing your Roger's webmail using a third-party email client? E.g. Outlook, Apple Mail, Samsung Email, Gmail, etc. - We are using the email provided by our phone model, so exaple, I am usin samsung email, and added my rogers email via that way, same with my husband. 
• Have you tried accessing your email by way of a different method or client? We can acess on the laptop with no issues. 
• Have you checked your Focus settings on your Apple iPhone and Android device? (This allows users to customize notification, app, and screen configurations to reduce distractions, block apps, etc.) Yes we have
• Have you made any recent changes to your email accounts on your devices? no we have not, like mentioned, this automatically started happening to both phones at the same time.
• Have you tried removing your accounts, fully power cycle your devices and setup the accounts once again? Yes we have, when we did this, it gave the android a the notice that I couldnt connect due to network issues, so I kept trying to readd, and got the same message until it eventually connected again. Even after removing the SIM card and outting back in.
• You mentioned your internet is working fine and all other websites are loading; your email host might just be experiencing a temporary outage or disruption. When this occurs, have you tried restarting your phone, or tablet? (It may seem too simple to be true, but sometimes this is all you need to do to fix the problem.) Yes we have tried all this and contacted rogers and they confirmed there are no issues. 
• I will assume your apps and devices are up to date. Correct? Yes correct
• Are you accessing your emails from more than one device? If so, one device may be set up as POP, while another is set to IMAP. To help resolve this, try checking the email settings on all your devices to see if they are POP or IMAP. No, we both do not have other phones.
• To ensure your emails sync consistently, make sure all your devices are set to IMAP. Once you’ve done this, close and refresh your email account. We have confimed this and still nothing. 
  We have literaaly tried everything a couple of times on both phones, its just really weird that its happening on both models of phones and started at the same time.  We have never had issues like this ever before until around 3 weeks ago.  Soon as we move away from wifi, the syncing stops and the top bar trys to sync, but doesnt, soon as we get to wifi, it syncs no problem and emails come in. 
  We really appreciate you trying to help us and no one else at Bell seems able to. 
  
  

[WelshTerrier]

Heh @Wells25 Thank you for the details.

No problem. More than glad to do my best to help in solving this problem. I have reached out to some of my cohorts, and I am hoping one of them will come up with something that I may have missed in my previous correspondence.

Take care.

[WelshTerrier]

Good Day @Wells25 

I have been in contact with a very knowledgeable resource at Bell, who has offered up the following ideas for your consideration, some of which I have suggested in previous posts.

Rogers email may not sync on the Bell Mobility network primarily due to security restrictions on outgoing mail servers (SMTP) enforced by network providers, or incorrect IMAP/SMTP settings on their devices. When switching networks, their phones often requires specific SSL/TLS settings to securely connect to the Rogers Yahoo mail servers. 

Here are the most common reasons and solutions:

1. SMTP/Network Port Blocking 

• The Issue: To prevent spam, many carriers may block outgoing email traffic (SMTP) on port 25 when they are not connected to the home network (Rogers).
• The Fix: Ensure the Rogers email is configured to use SSL/TLS and that the outgoing SMTP port is set to 465 or 587, rather than the default port 25. 

2. Incorrect Email Server Settings 

The Issue: If their email app was set up while on Rogers Wi-Fi, it might not automatically switch to the correct secure settings when on Bell cellular data.

• The Fix: Verify your settings:
  • Incoming (IMAP): imap.mail.yahoo.com (SSL required, Port 993).
  • Outgoing (SMTP): smtp.mail.yahoo.com (SSL required, Port 465 or 587).

3. App Password Requirement

• The Issue: If you have Two-Step Verification enabled for their Rogers/Yahoo accounts, third-party mail apps (like Apple Mail or Outlook) will not accept their regular password on a new network.
• The Fix: Generate an "App Password" in their Rogers Yahoo security settings and use that specific password in their mobile mail app.

4. General Connection Troubleshooting

• Reset Network Settings: On their phones, go to settings and select "Reset Network Settings" to clear out old connectivity configurations.
• Remove and Re-add Account: Sometimes, removing their Rogers email account from your phone and re-adding it forces the device to download the correct configuration for the current network.
• Check for VPN: If they are using a VPN, it can interfere with email syncing when switching between WiFi and cellular data. 

If you are able to use the Rogers webmail in a browser but not in a mail app, the problem is likely with the app's IMAP/SMTP configurations.

Another option is to see if the issue is with the email service, & to try a third-party email app like Outlook.

Take care.

cc @BellAntonie 

[Wells25]

Hi @WelshTerrier,

Thanks for this!! We tried this and still nothing!  We have shaw.ca email addresses which used to be Shaw and now Rogers. Both of our emails started working again about 30 min ago without doing anything, so we will see how long that will last for this time.  We are puzzled as to what's going on.  This definitely tells us that it's not our phones or shaw email addresses and soemthing on Bells side as we can access our emails going though webmail.shaw.ca. even off if wifi. 

We don't know what to do anymore as you have been the one taking the time to try and figure this out for us, we appreciate all your help but unsure what to do the next time it goes down. Noone else at Bell seems to be able to help. 

[WelshTerrier]

Good Day.

In an earlier post, you mentioned: "We use Rogers email." In your last reply you mentioned that you have "shaw.ca which use to be Shaw."

If you are using a Shaw email with Rogers, the setup is slightly different for both. Please verify that your email settings are for Shaw email.

Did you try using a different email app such as Outlook? If it works with Outlook, then the problem is likely with the email service.

Shaw Email Settings (IMAP Recommended)

IMAP with SSL/TLS

Incoming Mail Server Information:
Incoming Mail Server: imap.shaw.ca
Incoming Port: 993
SSL/TLS: Yes
Username: Shaw email address without the @shaw.ca
Password: Your email password

Outgoing Mail Server Information:
Outgoing Mail Server: mail.shaw.ca
Outgoing Port: 587
SSL/TLS: Yes
Username: Shaw email address without the @shaw.ca
Password: Your email password

Using IMAP without SSL.

Incoming Mail Server Information:
Incoming Mail Server: imap.shaw.ca
Incoming Port: 143
SSL/TLS: No
Username: Shaw email address without the @shaw.ca
Password: Your email password

Outgoing Mail Server Information:
Outgoing Mail Server: mail.shaw.ca
Outgoing Port: 587
SSL/TLS: Yes
Username: Shaw email address without the @shaw.ca
Password: Your email password

 Shaw - POP and IMAP email server settings

Take care.

[Wells25]

@WelshTerrier yes it's a shaw email, sorry Im used to staying Rogers since Rogers brought shaw, and we've verified all the shaw details. 

Emails are still syncing this morning, and I'll try my gmail email when my shaw stops syncing again. Thanks again for all your help!!! I'll let you know how Gmail works. 

[Oilers2026]

Have you had any luck with this? I am having the exact same issue. 

thanks in advance. 

[Wells25]

@WelshTerrier tried with my Gmail on the same email app and it works fine with data, so turns out it must be the shaw email, but they won't help any further as it's a "3rd party app" so I'm not sure what else to do at this point , but just get rid of our shaw emails. 

[Wells25]

Hi @Oilers2026 nope no luck at all unfortunately. I tried my Gmail on data and it works fine and found a bunch of details from 5 months ago that lots of people are having the same issue, but "Rogers" won't help because the app on iPhones and Android are "3rd party apps" and they just say to use webmail.  Well that doesnt work for us, I shouldn't have to log into webmail each time to quickly check my emails.  I'm contacting Rogers tomorrow and escalating the issue and I'll update here if I find out any answers. This is sooooo annoying! 

[WelshTerrier]

Good Day.

@Wells25 Thank you for your follow up reply in letting us know that the issue is with the Shaw email server.

I have one more follow up suggestion for you. I mentioned in a previous reply for you to try a different app, e.g. Gmail or Outlook, & set up your Shaw email account using IMAP email protocol using one these apps.

Let us know.

cc @Oilers2026 

Take care.

[Wells25]

@WelshTerrier thank you! I'll give that a try today and update here!  Thank you!!