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Problems receiving emails on iphone

niagh01 — Mon, 09 Jun 2025 13:37:25 GMT

Hi, I have strange issue with receiving E-mails on my iPhone 15 Pro. I can’t receive emails if they have been sent from another iPhone to my BT Internet e-mail address. If I send an email to an iPhone, it is also not received. If I sent an email to myself, it is not received.

I have added the same BT Internet email account to another iPhone XR, and the issue is the same, not received on this phone either

I can receive emails sent to this address from an iPad, other android users, and general businesses and friends accounts (as long as they are not using iPhones).

I can receive emails on my iPhone sent from my email address on a PC using office 2019 or BT Webmail and the BT Mail App

I have added another but different BT Internet email account to both iPhones. This other address works perfectly on both phones. Both E Mail addresses and their setup ,ie server addresses, ports are set-up exactly the same.

I have downloaded a fresh copy of IOS from the iCloud and set the iPhone up as if was out of the box, no apps added, except the Mail App, problem exists. I uninstalled the Mail App and re-installed, problem exists.

The problem still exists when I switch off home WIFI and Mobile data is used.
I'm at a total loss to what the problem is. I have spent a number of hours with Apple 2nd line support and they can't find what the problem is.
I contacted BT email support, they tried a few "things" and in the end asked me to change my e-mail password. Issue still exists.
Perhaps someone in the Community has experience of this or can advise what other actions I can take

Re: Problems receiving emails on iphone

gg30340 — Mon, 09 Jun 2025 14:07:44 GMT

Are you presently a BT Broadband customer or are you paying for your email through a BT Premium email account?

If neither of the above your email account may have been downgraded to a BTMail Basic account which can not be used with an email client

See link

https://www.bt.com/help/email/bt-email-products

If the above does not apply check that you have not blocked your email address or domain.

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 until you find the one you want to unblock and select it.

Click on the small "Trash" symbol at the right hand side. It will only delete the email address from the blocked senders list not your contacts list.

Re: Problems receiving emails on iphone

niagh01 — Mon, 09 Jun 2025 16:11:16 GMT

Hi and thanks for your prompt response.

I'm a BT Broadband customer. I have logged into my BT Mail account, looked at Blocked senders. There are 3 email addresses from scam sites.

Re: Problems receiving emails on iphone

niagh01 — Mon, 09 Jun 2025 16:22:10 GMT

Hi, problem is now resolved. When I was in Settings, I checked rules, and there was a rule set for iPhone under contains, iPhone, it was set to discard. It was reading the signature on the body of the e-mail, "sent from iPhone"

Thanks for your help in pointing me in the right direction.

Re: Problems receiving emails on iphone

gg30340 — Mon, 09 Jun 2025 17:18:26 GMT

If you did not set up the rule I would be concerned about who did.

If it wasn't you I would suggest you check if any forwarding has been set up and if there is delete it and then change your password as your account may have been compromised.

Re: Problems receiving emails on iphone

niagh01 — Mon, 09 Jun 2025 17:55:18 GMT

Hi, it was my mistake, I had been creating a number of rules at the time to minimise Spam. I have since changed my password. As a matter of interest, how do you check if emails are being re-forwarded.

Re: Problems receiving emails on iphone

gg30340 — Mon, 09 Jun 2025 17:59:41 GMT

In the same way you checked for blocked senders but instead of checking there you check under the "Auto Forward" section.