This topic

Non-delivery of authentic emails

David100 — Fri, 17 May 2024 10:50:01 GMT

Recent evidence has highlighted a problem with expected messages never arriving. In one case, the sender has a BT email account; in the second example a local tradesman has a gmail account. Both recipients confirm that they have received my emails, yet by replying to those successful emails, no replies reach me. My SPAM folder is repeatedly checked, to no avail. Why are these missing messages not delivered to me?

Thank you,

David

Re: Non-delivery of authentic emails

gg30340 — Fri, 17 May 2024 11:48:47 GMT

I have assumed you are using a BTMail email account.

Have you checked your "Blocked Senders" list?

Log onto your BTMail account using a browser, not an email client/app, and then click on your username at the right hand side. Select "Settings" then go to the left hand side and select "Mail". Scroll down and click on "Blocked Senders".

Scroll down the list looking for the senders email address and the senders email domain, in this case gmail.com and bt.com. If you find them select it. Click on "delete". This will unblock them.

Re: Non-delivery of authentic emails

David100 — Fri, 17 May 2024 17:13:44 GMT

Thank you for the suggestion. Unfortunately the subject email addresses were not included on the list. There must be another reason for non-delivery.

Re: Non-delivery of authentic emails

PeterE17 — Fri, 17 May 2024 17:41:59 GMT

@David100

Has your "reply-to" address been corrupted, as appears to be the case in this thread?

https://community.bt.com/t5/Email/Replies-to-my-emails-are-going-to-a-different-address/td-p/2383917

At the very least it's something else to rule out.

Re: Non-delivery of authentic emails

David100 — Wed, 22 May 2024 11:18:17 GMT

Thank you for this suggestion. I did check my outgoing message, but will try again and try to get feedback from my recipient. I will then complete my reply.

Re: Non-delivery of authentic emails

gg30340 — Wed, 22 May 2024 11:29:22 GMT

Did you check for the senders email domain, not just their email address?

If your reply to address was corrupted I would expect all your email that are replied to not to get through. Is it just those two that did not get through and have you asked them to send you a new email and not a reply to one?

Re: Non-delivery of authentic emails

David100 — Wed, 22 May 2024 11:31:48 GMT

I am not sure how I can check their domain other than by reading their email address. Can you please explain how I can carry out your suggestion?

David

Re: Non-delivery of authentic emails

gg30340 — Wed, 22 May 2024 11:34:51 GMT

You check for it in your blocked senders list. It is the part after @ in their email address.

This was explained in my first message.

Re: Non-delivery of authentic emails

David100 — Wed, 22 May 2024 11:48:05 GMT

To my knowledge only two recipients have sent me replies that did not arrive. With first we conducted further controlled tests, to no avail. (The first one has a btinternet.com domain). The missing messages were not in my Spam or Trash folders

Re: Non-delivery of authentic emails

gg30340 — Wed, 22 May 2024 12:15:28 GMT

You still have not clarified if you have checked for the domains in your blocked senders list so to try and establish if the domains are blocked or not without you needing to check can you say if you receive emails from other people using @btinternet.com and @Gail.com addreses?

Re: Non-delivery of authentic emails

David100 — Wed, 22 May 2024 12:29:27 GMT

I have just rechecked the Blocked List. The subject addresses are not on the list. Nor are the btinternet.com or gmail domains. I regularly receive emails from other people with both these domains.

Re: Non-delivery of authentic emails

gg30340 — Wed, 22 May 2024 12:49:03 GMT

Thank you for clearing that up.

Have you received a "new" email where they have entered your email address rather than using the "reply to" to funtion?

Have you added their email addresses to your "Safe Senders" list? It is found in the same place as the blocked senders list

Re: Non-delivery of authentic emails

David100 — Wed, 22 May 2024 15:45:23 GMT

Ref. Message 11 of 12, my reference to domains, there are examples of both domains attached to unknown addresses. I left them in place.

Ref. message 12 of 12; I have now added both email addresses relating to undelivered emails, to my list of safe senders, in settings. I will test these as soon as possible.

Re: Non-delivery of authentic emails

David100 — Wed, 22 May 2024 17:11:02 GMT

Well, one of my blocked addressees did respond and I received the message. However, on my Galaxy tablet the reply followed a warning which said that I had blocked the addressee and '.... that I will no longer receive messages from that address'. I will check again tomorrow.

Re: Non-delivery of authentic emails

gg30340 — Wed, 22 May 2024 17:23:55 GMT

The domains in your blocked list do not have addresses attached to them.

If a domain is in your blocked list it will block every email address that comes from that domain. ie if gmail is blocked it will block every gmail email address that is trying to email you.

If gmail.com or BT.com or btinternet.com is there unblock them

Re: Non-delivery of authentic emails

David100 — Wed, 22 May 2024 17:33:38 GMT

In my list of Blocked Senders there are no such domains, only email addresses. There are some gmail addressees which are still there, and was one btinternet.com addressee, which I deleted, rightly or wrongly.

Re: Non-delivery of authentic emails

David100 — Thu, 23 May 2024 08:50:17 GMT

Update: the second sender has responded which is interesting. This is the first message I have received from him, (though he claims he has sent me several, none of which I have received, not even in my spam folder). So I have had no opportunity to block him or his domain. Yet shown above the text of his message is a warning that his address has been blocked and no more messages will be allowed (or words to that effect). What is happening beyond my reach?

Re: Non-delivery of authentic emails

David100 — Thu, 23 May 2024 09:10:17 GMT

Further to my last post, the warning message was only shown on messages received on my Samsung Galaxy Android tablet. This also applied to a third message, received today, this time from the service department of Sainsbury's, warning that this address had been blocked. When I checked the list of blocked senders, Sainsbury's did not feature. So here is a another mysterious block being posted by a third party.

Although both computers, a tablet and a desktop PC, access the same BT account, do they each keep a list of blocked senders? I cannot think why that should be.

Notwithstanding this anomaly, I have not imposed any block on the quoted senders; so who has?

Re: Non-delivery of authentic emails

gg30340 — Thu, 23 May 2024 10:25:24 GMT

BTMail uses the same blocked sender list on all your devices. It is held at a network level not on the device.

If the emails are getting through on some devices but not others then it is your device that is blocking them not BT.

For instance if you are using an email app on your Samsung rather than a web browser it may be that the app or your antivirus on the Samsung is blocking it and you will need to check there.

If Sainsbury is blocked how are you getting a message from the telling you it's blocked?

Re: Non-delivery of authentic emails

David100 — Thu, 23 May 2024 10:51:44 GMT

Just to clarify, emails are being received on both devices, or not at all. At present the subject senders are succeeding.

The difference is that the tablet carries the warning that the sender is blocked, whereas the PC does not carry the warning.

Regarding Sainsbury, I receive many emails from them in conjunction with regular deliveries. Exceptionally, I received an email this morning from a different department advising a refund. That happens occasionally. But this morning I noticed the warning that Sainsbury was on my blocked list.

Has BT introduced a system which has unforeseen consequences? Otherwise, how can a first-time sender of emails (my second example) be blocked before I can take any action?