This topic

Not receiving emails but can send them ?

mikesw15 — Sat, 11 May 2024 13:12:46 GMT

Can someone please help me, I've tried ringing BT customer support and it's just a waste of time, I'm trying to set up my dads emails but for some reason he can't receive them, he can send them ok,ive just the forwarding and blocked senders etc but still nothing comes through,can someone help me please

Re: Not receiving emails but can send them ?

gg30340 — Sat, 11 May 2024 14:33:21 GMT

Is your father a new BT Broadband customer because if he is he will not have the facility to set up an email account?

This was stopped for new customers since 26th October 2022

Creating BT Email addresses? | BT Help

If he is not a new customer, are you trying to set up an email app or email client and if so which one?

If you are using a web browser all you need to do is as per the above link.

If you have managed to set up an email account, have you checked to see if his email account can be accessed and is working on webmail when you log onto the email account using a web browser?

BTMail

Re: Not receiving emails but can send them ?

mikesw15 — Sat, 11 May 2024 14:37:28 GMT

I am trying to set up the app on an iPad, I can login to webmail and send emails but when I try and reply it doesn't come through,if they had stopped surely he wouldnt have been able to send any emails?

Re: Not receiving emails but can send them ?

gg30340 — Sat, 11 May 2024 14:43:16 GMT

Is he a new BT Broadband customer? If he is, he can not set up a working BT email account.

Re: Not receiving emails but can send them ?

mikesw15 — Sat, 11 May 2024 14:46:59 GMT

no hes been with them for over 10 years

Re: Not receiving emails but can send them ?

gg30340 — Sat, 11 May 2024 14:49:50 GMT

It would have been helpful if you had answered that when I first asked.

When you log onto his email account using a web browser can you send and receive emails with his email account?

Re: Not receiving emails but can send them ?

mikesw15 — Sat, 11 May 2024 14:50:51 GMT

no only send them cant receive on anything

Re: Not receiving emails but can send them ?

gg30340 — Sat, 11 May 2024 14:56:10 GMT

If you send a new email his email account from your email account do you get any indication that it is not being received by his email account in your email account?

Check using webmail not the app on his iPad.

Re: Not receiving emails but can send them ?

mikesw15 — Sat, 11 May 2024 14:57:36 GMT

no nothing ive tried a few times and dont get any error

Re: Not receiving emails but can send them ?

gg30340 — Sat, 11 May 2024 14:57:45 GMT

Has he had any email accounts set up on this BT Broadband before now or is this the first one he is setting up?

Re: Not receiving emails but can send them ?

mikesw15 — Sat, 11 May 2024 14:59:56 GMT

ive just checked hes has the same account since 2009 and only stopped working the 22nd of last month

Re: Not receiving emails but can send them ?

mikesw15 — Sat, 11 May 2024 15:00:23 GMT

its the only account hes had

Re: Not receiving emails but can send them ?

mikesw15 — Sat, 11 May 2024 15:01:42 GMT

yes

Re: Not receiving emails but can send them ?

gg30340 — Sat, 11 May 2024 15:03:20 GMT

Just to clarify:

He has previously been using the email account without issue up until 22nd April 2024.

Using a web browser (webmail) he can send emails from that account but he can not receive them.

Is that correct.

Re: Not receiving emails but can send them ?

mikesw15 — Sat, 11 May 2024 15:04:22 GMT

yes thats correct

Re: Not receiving emails but can send them ?

gg30340 — Sat, 11 May 2024 15:23:09 GMT

It is not clear in your first message but I am assuming you have checked the "Blocked Senders" in his email account to ensure that he has not blocked the email address or email domain for any of the email addresses that have been sending him emails?

If that is the case there will be nothing further that users of this forum will be able to do/suggest that will fix the issue as it would appear that his email account has been corrupted in some way so I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. They will advise you by posting on this thread.

Meanwhile it will be a waste of your time trying to set up his iPad if his webmail is not working.

Re: Not receiving emails but can send them ?

mikesw15 — Sat, 11 May 2024 15:24:39 GMT

Thank you

Re: Not receiving emails but can send them ?

NeilO — Sat, 11 May 2024 17:30:31 GMT

Hi @mikesw15 we can ask the email team to take a look, I'll send you a private message so you can send us over your dads info.

Neil