This topic

Unable to transfer emails between our BT email accounts

JohnT01670 — Fri, 03 Oct 2025 15:08:51 GMT

My wife and I have BT email accounts but for some reason, that I cannot identify, we are unable to forward or send emails to each other.

I have checked that our accounts / our names are not in blocked lists.

The problem is common when using our mobiles or when I use our PC , via outlook.

Logged into our accounts via the BT portal and same result, message shown in sent folder but not received.

Any pointers would be greatly appreciated folks.

regards John.

Re: Unable to transfer emails between our BT email accounts

Katie_B — Fri, 03 Oct 2025 17:02:29 GMT

Hello @JohnT01670.

Welcome to the community.

Are you using the app OR webmail?

Can you send and receive other emails OK?

Katie

Re: Unable to transfer emails between our BT email accounts

JohnT01670 — Mon, 06 Oct 2025 09:56:04 GMT

Hi Katie,

Using outlook on computer and same config settings on our mobile phones... other emails received no problem. its just between our accounts for some reason...

regards John

Re: Unable to transfer emails between our BT email accounts

gg30340 — Mon, 06 Oct 2025 10:40:21 GMT

If you use webmail, using a web browser, is the problem still there?

Re: Unable to transfer emails between our BT email accounts

JohnT01670 — Mon, 06 Oct 2025 10:59:43 GMT

If I sign into our email accounts using the BT portal via chrome on either the PC or phone, the problem still exists for some reason.

Re: Unable to transfer emails between our BT email accounts

gg30340 — Mon, 06 Oct 2025 12:35:41 GMT

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

Can you send to all other email addresses using webmail?

When you send to your wife's email account using webmail does the sent email email end up in the sent folder?

Have you checked your spam folders to see if the emails end up there.

Have you tried adding each others email address to your "Safe Senders" list?

Re: Unable to transfer emails between our BT email accounts

JohnT01670 — Tue, 07 Oct 2025 09:07:56 GMT

Are you presently a BT Broadband customer or are you paying for your email through a BT Premium email account or have you migrate to EE Broadband?...BT Premium

Can you send to all other email addresses using webmail?....YES

When you send to your wife's email account using webmail does the sent email email end up in the sent folder?....YES, shown as sent

Have you checked your spam folders to see if the emails end up there.....Regularly

Have you tried adding each others email address to your "Safe Senders" list?... Checked both safe senders and blocked senders

Thanks for the help.

Re: Unable to transfer emails between our BT email accounts

gg30340 — Tue, 07 Oct 2025 09:42:29 GMT

Got me stumped.

You will need to call BT Premium Email Helpline on 0808 100 6778 to see if they can help.

Re: Unable to transfer emails between our BT email accounts

JohnT01670 — Tue, 07 Oct 2025 09:54:46 GMT

got me stumped too....will talk with BT premium

Thanks for your help.