If you normally use an email program like Outlook or Mac Mail, try logging in to your webmail. If you can see your webmail OK, then it's likely to be a problem with the way your email program is set up.
http://bt.custhelp.com/app/answers/detail/a_id/49512/c/7339/session/L2F2LzEvdGltZS8xNDc4MjExMzgzL3NpZC96SVllVUwybg%3D%3D
may need to reset password if you can't get into web mail
if you can check the authenication method you selected in the email program
from
http://bt.custhelp.com/app/answers/detail/a_id/9962/c/7339
IMAP incoming server option
Incoming Mail Server: mail.btinternet.com
Port: 993 (this should be automatically populated if you tick the SSL Encryption)
SSL Encryption: Enabled (but not STARTTLS)
Username: your email address including the @btinternet or @btopenworld.com part
Password: your btinternet password
Root folder/path:
POP3 incoming server option
Server: mail.btinternet.com
Port: 995 (this should be automatically populated when you tick SSL Encryption)
SSL Encryption: Enabled (but not STARTTLS)
Username: your email address including the @btinternet or @btopenworld.com part
Password: your btinternet password
POP from folder: By default, POP will pull emails from your Inbox
SMTP outgoing server
Outgoing Mail Server: mail.btinternet.com
Port: 465 (this may not be automatically populated on selection of SSL, so you'll need to check this)
SSL Encryption: Enabled (but not STARTTLS)
Authentication: PLAIN
Username: your email address including the @btinternet or @btopenworld.com part
Password: your btinternet password
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