This topic

Re: Sent emails missing from SENT folder in webmail and all devices

rugbyguy — Mon, 09 Oct 2023 11:40:07 GMT

I have a similar problem ! BT say they have sent mail

BUT not received !!!

Checked spam , nothing !. Have snipped pages so that I can prove not recieved !.

This has caused serious problems as this was about NEW not wanted contract !.

Tech support appear to have problems in getting this investigated !.

SO who & how to raise this problem further up management ladder ?.

BT are mail provider & I use IMAP.

Re: Sent emails missing from SENT folder in webmail and all devices

NeilO — Mon, 09 Oct 2023 15:30:08 GMT

Hi @rugbyguy welcome back to the community and thanks for posting. This thread is about a customer's sent email folder being deleted. This is normally done by an email app or client, from what you've said your complaint is regarding a missing email that BT has sent you. Is that correct?

Thanks

Neil

Re: Sent emails missing from SENT folder in webmail and all devices

rugbyguy — Mon, 09 Oct 2023 19:50:56 GMT

YES ! Mail sent from BT is not arriving/received !

BT say they have sent mail ! Mail not received !.

I have saved/prtscreen shots showing not received in mail or spam !.

Mail is regarded as legal ! SO caused problems!.

BT as my provider say they cannot/will not investigate missing mail !!!

This has been a problem in the past when BT changed system.

BT appears to be acting like the "Post Office" it's your problem NOT ours !.

SO, pretty fed up & wonder who or what is the best way to pursue this problem ?.

Thanks.

Re: Sent emails missing from SENT folder in webmail and all devices

licquorice — Mon, 09 Oct 2023 20:35:46 GMT

Email is a 'best endevours' service. Always has been, always will be. It is not a guaranteed service.

Re: Sent emails missing from SENT folder in webmail and all devices

rugbyguy — Tue, 10 Oct 2023 11:02:21 GMT

Sorry, thats not good enough when mail sent from BT to customer about change of contract !.

Mail is regarded as legal, same as letter post.

BT should wait for reply to agree to change of contract, otherwise implicit rather than explicit.

They need to change their sales method, especially when customer has not asked for change of contract !!!.

If you know how to raise this item further up the management ladder that would be appreciated.

Rgds.

Re: Sent emails missing from SENT folder in webmail and all devices

NeilO — Tue, 10 Oct 2023 11:45:47 GMT

Hi @rugbyguy I'll send you a private message so you can get in touch with your details and we'll be happy to look into your complaint.

Thanks

Neil

Re: Sent emails missing from SENT folder in webmail and all devices

rugbyguy — Wed, 11 Oct 2023 15:00:40 GMT

HI, NeilO

Have tried to reply BUT !

KEEP getting invalid HTML removed from message so not sure if ths is being/sent or received ?.

Re: Sent emails missing from SENT folder in webmail and all devices

NeilO — Wed, 11 Oct 2023 16:39:12 GMT

@rugbyguy I'm sorry the message hasn't come through. Are you copying and pasting text or images into the private message?

Thanks

Neil

Re: Sent emails missing from SENT folder in webmail and all devices

rugbyguy — Wed, 11 Oct 2023 17:21:45 GMT

YES, copyed stuff. will try manual. Rgds.

Re: Sent emails missing from SENT folder in webmail and all devices

rugbyguy — Wed, 11 Oct 2023 20:54:02 GMT

Hi NeilO

Continuous problems with private message.

have manually entered items seperately, still get this message.

Please correct the highlighted errors and try again.

Your post has been changed because invalid HTML was found in the message body. The invalid HTML has been removed. Please review the message and send the message when you are satisfied.

Have looked/reviewd message & tried sending, NOTHING !!

LOST.

Rgds.

Re: Sent emails missing from SENT folder in webmail and all devices

NeilO — Thu, 12 Oct 2023 08:44:41 GMT

Hi @rugbyguy I'm really sorry about that, if you copy your message into the notes program on a windows pc and then copy and paste it from there to the private message it should remove any hidden HTLM code from the content of the message.

Neil

Re: Sent emails missing from SENT folder in webmail and all devices

peejayess — Mon, 18 Mar 2024 11:01:10 GMT

I am hoping that you may be able to offer help regarding an email I received this morning and read but did not delete has gone missing.

I can no longer find it using my BTmail app on my desktop, Outlook programme on the same desktop computer or mail access on my Android mobile.

The email seems to be missing from the BT mail server without it being physically deleted. Emails that I have physically deleted today are visible in my trash folder.

Re: Sent emails missing from SENT folder in webmail and all devices

peejayess — Mon, 18 Mar 2024 11:04:16 GMT

Please disregard, for some unknown reason it has turned now up in my spam folder

Re: Sent emails missing from SENT folder in webmail and all devices

rugbyguy1 — Mon, 18 Mar 2024 12:13:07 GMT

The problem BT seems to have is that they use email they are not willing to accept that it has reached the receiver !. When it is used formally in contracts or maybe medical appointments, it is very essential !.

BT has control of it's email server and should have provided some sort of testing regime to qualify send/receive of mail !. This it is not willing to do !!! Therefore I suggest others do likewise and raise this item with Onbudsman !. Rgds.

Re: Sent emails missing from SENT folder in webmail and all devices

gg30340 — Mon, 18 Mar 2024 18:14:40 GMT

@rugbyguy1 wrote:

Therefore I suggest others do likewise and raise this item with Onbudsman !. Rgds.

You have to go through the BT complaints process first and only once you have received a deadlock letter the Ombudsman will get involved if it falls under their remit.

Our process | Communications Ombudsman (commsombudsman.org)

Re: Sent emails missing from SENT folder in webmail and all devices

rugbyguy — Tue, 19 Mar 2024 17:11:35 GMT

All complaints followed up and message translate given !.

All due to BT NOT giving option on Digital Voice which was not asked for and then also changed contract NOT asked for !.

Then NO OPTION but to change provider !!!

Really very ticked off with BT, especially as a shareholder !!!. Rgds.