This topic

Emails I send do not arrive

DDDD — Sat, 17 May 2025 02:20:07 GMT

Over the last week a number of emails I have sent have not arrived. (They're not in spam/junk - just not arrived at all).

On some occasions I have re-sent the email as a reply and generally this seems to work, but of course this can only even be attempted if I know that the email hasn't arrived and have received an email I can reply to!

I have not knowingly changed anything and am at a loss as to how to solve what is becoming an embarrassing and costly problem! Any help or advice really would be appreciate.

Many thanks

Re: Emails I send do not arrive

Leanne_T — Sun, 18 May 2025 07:11:33 GMT

Hi there @DDDD

Thanks for coming to the community.

Are they showing in your sent folder? Is this happening with more than one email address?

Can you try sending an email to your email address as a test, does this arrive?

Thanks 🙂

Leanne.

Re: Emails I send do not arrive

DDDD — Sun, 18 May 2025 09:40:03 GMT

Hi Leanne,

Thanks for your reply.

Yes, they always show in my sent folder (which only adds the uncertainty of whether they've arrived at their destination).

Yes, I know of at least 4 people who haven't received my emails despite them appearing as sent.

Tried sending message from me to me and it ended up in the junk folder with the word SUSPECT in capitals. I moved it to my inbox and a tickbox flashed up 'never send email from this address to junk folder', however, when I tried sending another email, that too arrived in the junk folder, regardless!

Re: Emails I send do not arrive

DDDD — Sun, 18 May 2025 10:23:35 GMT

BTW I don't know if this is relevant, but when I select my email address (to send an email back to me) my first name has mysteriously changed to Mr!

Re: Emails I send do not arrive

gg30340 — Sun, 18 May 2025 10:38:27 GMT

How are you using your BTMail email account. Is it with a web browser and if so which one or are you using an email client or app and if so which one?

How many devices are you using your email account on?

Re: Emails I send do not arrive

DDDD — Mon, 19 May 2025 08:01:47 GMT

Hi,

I primarily use outlook on my desktop (and always have), although I also access the emails from my iPhone.

Re: Emails I send do not arrive

Peter_W — Mon, 19 May 2025 10:17:09 GMT

Thanks for confirming that @DDDD.

Does this same issue occur via both Outlook and the iPhone mail app, or do the issues all seem to originate from one platform?

Also have you had a chance to test this direct via BT Webmail too?
Peter

Re: Emails I send do not arrive

DDDD — Mon, 19 May 2025 12:39:49 GMT

It 'appears' that emails sent from the iphone or direct from the BT website are arriving (I've sent the same email from all three sources to the same recipient and the desktop/outlook didn't arrive while the others did - tested twice)

Re: Emails I send do not arrive

Peter_W — Mon, 19 May 2025 13:09:55 GMT

Thanks @DDDD.

It may be worth a bit more testing at your end first, but if this issue seems to be isolated to the Outlook client, then I'd recommend removing your account from here and setting up a totally fresh connection.

Just in case too, you can find all of the server settings you need to know on our help article here.

Peter

Re: Emails I send do not arrive

DDDD — Mon, 19 May 2025 13:11:27 GMT

Many thanks

I'll give it a try

Re: Emails I send do not arrive

Peter_W — Mon, 19 May 2025 13:15:09 GMT

Cheers @DDDD!
Please keep us posted 😊

Peter