This topic

Emails not being sent

Tarnbrick — Tue, 19 Mar 2024 08:27:45 GMT

For the last two days I have been unable to send BT emails. They go to outbox then show there as "sending" and eventually "failed".

I have deleted and re-installed my BT mail accounts but problem persists.

There is no problem receiving emails sent to me via BT. I can send and receive emails using Gmail so there is no fault on my devices.

Anybody else having this problem or know the answer?

Re: Emails not being sent

licquorice — Tue, 19 Mar 2024 08:45:02 GMT

Are you either a BT broadband customer or paying for Premium Mail? If nether your account will have been downgraded to Basic Mail which can only be used with webmail.

Re: Emails not being sent

Tarnbrick — Tue, 19 Mar 2024 09:03:28 GMT

BT broadband customer.

Re: Emails not being sent

gg30340 — Tue, 19 Mar 2024 09:17:26 GMT

If your email is sending and receiving when using webmail there would appear to be nothing wrong with your email account.

Which email client or app are you using?

Have you checked in your MyBT > Products > Email, manage to see what type of email account is listed. It should be "Standard".

Re: Emails not being sent

licquorice — Tue, 19 Mar 2024 09:24:58 GMT

Try disconnecting your router for half an hour or so, that should give you a different IP address which might connect to a different mail server.

Re: Emails not being sent

Tarnbrick — Tue, 19 Mar 2024 09:37:49 GMT

Thank you. I have a Standard account with three active email addresses.

Re: Emails not being sent

Tarnbrick — Tue, 19 Mar 2024 09:39:14 GMT

OK. Will try that.

Re: Emails not being sent

Tarnbrick — Mon, 25 Mar 2024 11:54:50 GMT

Thanks for your interest in this matter. I had to get BT involved in this. Apparently within the Mail settings the “rules” option was not enabled. It was changed to Enabled and this solved the problem of not being able to send emails.

There was no apparent reason for this and BT could not work out why it happened. I have never had any rules so the mystery remains.

Re: Emails not being sent

Tarnbrick — Mon, 25 Mar 2024 11:56:16 GMT

There was no apparent reason for this and BT could not work out why it happened. I have never had any rules so the mystery remains.

Re: Emails not being sent

gg30340 — Mon, 25 Mar 2024 12:13:27 GMT

@Tarnbrick wrote:

Thanks for your interest in this matter. I had to get BT involved in this. Apparently within the Mail settings the “rules” option was not enabled. It was changed to Enabled and this solved the problem of not being able to send emails.

There was no apparent reason for this and BT could not work out why it happened. I have never had any rules so the mystery remains.

That makes no sense what so ever. I suspect that whoever was "working" on your issue, that the email resolved its self while he/she was tinkering with it and not knowing what the problem was decided to use that one as the answer.

Presumably if you deselect "rules" your account will stop working again!

Re: Emails not being sent

Tarnbrick — Mon, 25 Mar 2024 12:31:13 GMT

Yes I think you are right. I have tangled with BT for almost 30 years now so nothing surprises me. It has got better over the years. At least now you get answered fairly quickly most of the time. Unfortunately they still always want to sell you a new contract.

Re: Emails not being sent

JohnnyRoss — Tue, 16 Sep 2025 13:25:41 GMT

I have found a similar problem in the last couple of days. Short simple emails to one addressee get sent but longer ones particularly replies following a thread fail and a box appears saying suspected phising error (6-1-1-1) ID (68C798FD00060 CE4). No idea why this hould suddenly happen overnight. I have not changed anything on btmail for years and it has always worked before.

Re: Emails not being sent

Leanne_T — Wed, 17 Sep 2025 16:49:50 GMT

Hi there @JohnnyRoss

Thanks for coming to the community.

Are you accessing the email account using a third party client or web browser?

Do you have a VPN activated?

Could you also try and change the subject field as some phrases can be picked up by the spam filters.

Speak soon.

Thanks.

Leanne.

Re: Emails not being sent

JohnnyRoss — Wed, 17 Sep 2025 16:58:38 GMT

Yes Firefox and Yes VPN. Subject or content seems irrelevant, but size and threads do. Won't go with BT Mail, but will go with Outlook. Only started this week

Re: Emails not being sent

licquorice — Wed, 17 Sep 2025 18:54:21 GMT

Turn off VPN

Re: Emails not being sent

JohnnyRoss — Wed, 17 Sep 2025 20:25:45 GMT

Will Try it, but fail to understand how this could be the culprit.

Re: Emails not being sent

Johnfr — Sat, 10 Jan 2026 15:23:09 GMT

Yup. That worked for me. Thank you.