This topic

Error message

suzysam — Wed, 06 Oct 2021 14:45:53 GMT

I am having problems sending emails, only started today and get the error message:

Sorry your email could not be delivered due to content policy reasons. Please check your message content for URLs, content and subject matter that could be construed as Malware, Spam or Phishing before retrying. (6-1-3-1) ID (613006A9051A1D2B) [Err code: 553]

Tried sending myself an email from my phone and it looks like it's been sent but I have not received it.

Any advice?

Re: Error message

RobbieMac — Wed, 06 Oct 2021 15:34:40 GMT

Hi @suzysam

Welcome and thanks for your post!

I am sorry for the problems you're having sending emails today. Are you connected through a VPN at the moment? This could be one of the reason why you're getting that error.

Post back and let me know please.

Thanks,

Robbie

Re: Error message

suzysam — Wed, 06 Oct 2021 15:58:40 GMT

Hi, no VPN but I am abroad

Re: Error message

licquorice — Wed, 06 Oct 2021 16:07:18 GMT

@suzysam wrote:

Hi, no VPN but I am abroad

Permanently or just on holiday?

Are you still a BT broadband customer or paying for Premium Mail?

Is webmail still working if you login here

Re: Error message

suzysam — Wed, 06 Oct 2021 16:23:11 GMT

webmail is still working. Abroad for a few months. Was working until about 2pm and then stopped.

Re: Error message

licquorice — Wed, 06 Oct 2021 16:25:51 GMT

If you are not still a BT broadband customer or paying £7.50/m for premium mail, your email account will have been downgraded to 'Basic Mail' which is only accessible by webmail.

Re: Error message

suzysam — Wed, 06 Oct 2021 16:29:30 GMT

Hi, is this a new thing?

I am not a broadband customer.

Re: Error message

suzysam — Wed, 06 Oct 2021 16:32:40 GMT

Also, just tried to send an email from the webmail and getting the same error code

Re: Error message

licquorice — Wed, 06 Oct 2021 16:34:24 GMT

No, it has been the case for quite a while. In fact it is an improvement on the previous arrangement where the email address would just have been completely deleted when no longer a broadband customer, although BT were very lax in actually carrying out the deletions.

Re: Error message

suzysam — Wed, 06 Oct 2021 16:40:52 GMT

Thank you. I guess I need to contact BT and subscribe to the premium email?

Re: Error message

licquorice — Wed, 06 Oct 2021 16:50:59 GMT

That could be a bit tricky as being abroad for long periods also breaks the terms and conditions of the email service.

If webmail isn't working either, it might not resolve your problem in any case.

Try using a different internet provider if you can and see if that works.

Re: Error message

RobbieMac — Wed, 06 Oct 2021 17:58:01 GMT

Hi @suzysam

Thanks for posting back.

What also might be the issue is the IP address you've been allocated while abroad has been marked as sending spam. (which would be why this only started recently).

Check this link to see what your IP address is - What's my IP address?

You can use this tool to see if the IP address is on a blacklist - Email Blacklist check

Let me know how you get on.

Cheers,

Robbie

Re: Error message

suzysam — Wed, 06 Oct 2021 18:58:43 GMT

Thanks Robbie,

Emails have been working fine for a while, maybe the IP address has recently been added.

I’ve spoke with BT customer services and they are investigating.

Thanks to everyone for your replies, really appreciate your help.

Re: Error message

licquorice — Wed, 06 Oct 2021 19:08:42 GMT

Definitely worth trying using a different provider if you can as that will give you a different IP address as well as checking if your provider is blocking the mail.

Re: Error message

suzysam — Thu, 07 Oct 2021 08:05:39 GMT

Just a follow up. I have tried to send emails from a few different computers (all with different IP addresses/service providers), none will send and all give the same error message, so don't think this is the problem. 😞

Re: Error message

RobbieMac — Thu, 07 Oct 2021 08:07:41 GMT

Thanks for ruling that out as a potential issue @suzysam 😊

At this stage, we can pick this up and do some digging to find out why you're presented with that error message. I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Cheers,

Robbie

Re: Error message

NeilO — Thu, 07 Oct 2021 14:07:25 GMT

Hi Suzysam,

If you reply to Robbie's message anyway and send over your info the moderation team will be happy to raise this with our email specialists. It looks like there may be a false positive Spam marker on your email or IP addresses of the country you are visiting. We have avenues into the correct email teams to raise these types of issues.

Thanks

Neil

BT Community Moderator

Re: Error message

suzysam — Mon, 11 Oct 2021 13:34:45 GMT

Hi Robbie,

No VPN and I have tried to send emails from

different computers (with different service suppliers).

Regards

Suzanne

Re: Error message

RobbieMac — Tue, 12 Oct 2021 10:56:16 GMT

Hi @suzysam

Thanks for posting back.

I'm sorry that you're still seeing this error message and that you haven't heard any word back from my colleagues. I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Cheers,

Robbie

Re: Error message

JohnC2 — Mon, 08 Nov 2021 15:04:39 GMT

Hi @suzysam, thanks for getting back to us, and great to hear it's working ok for you now.

cheers

John