This topic

Unable to send any emails

claurosani — Tue, 04 Nov 2025 11:18:00 GMT

Since yesterday, any emails I've been trying to send are stopped by an error message:

I've sent a test message to my work email, with only 3 words and even this didn't send although it had no URLs or anything that could be misinterpreted as spam, malware or otherwise. This is happening with EVERY email I try to send, whether it's a new one or something I've received that I'm trying to forward to my other email addresses so that I can reply to it (!!!) I appear to still be getting emails ok.

What is going on here? This is clearly a mistake and very, very annoying.

EDITED to add: I'm using the web browser to send emails. I don't often use the phone app to send emails but I've just tested and this seems to be working ok.

Please help,

Claudia

Re: Unable to send any emails

Hazey — Tue, 04 Nov 2025 11:34:42 GMT

Claudia - so sorry you are having this problem, I had similar when I tried sending an email to a little group I am in, it had several urls and links to well recognised charity organisations- it came up error - with wording just like what you received. I ended up taking the four urls/links out and sending without and changed wording in case that was being misconstrued in some way - it sent perfectly. Hope you can get the help you need.

Re: Unable to send any emails

imjolly — Tue, 04 Nov 2025 11:42:58 GMT

@claurosani

are you currently a BT broadband customer or do you pay for premium email?

Re: Unable to send any emails

claurosani — Tue, 04 Nov 2025 12:24:37 GMT

I'm a BT broadband customer.

Re: Unable to send any emails

claurosani — Tue, 04 Nov 2025 12:25:51 GMT

Thanks for the suggestion - my test email didn't have any links in it and only one sentence and still it didn't work. I think there is an error somewhere as it's come up suddenly and affecting every single email I try to send.

Claudia

Re: Unable to send any emails

gg30340 — Tue, 04 Nov 2025 12:45:19 GMT

If it works OK when sending on your phone thee would appear to be nothing wrong with your BTMail account.

Have you tried clearing your web browser's history and cookies? When you do that make sure that you select the option "Clear All Time" if your browser offers that option.

If that does not help it may be a BTMail server issue. Try turning your BT hub off for about 30 minutes. When you turn it back on you should have been issued with a new IP address and hopefully connected to a different email server.

Re: Unable to send any emails

claurosani — Tue, 04 Nov 2025 13:48:28 GMT

Thanks for the suggestion: I will have to try this later as turning off the hub for 30 minutes is tricky when also trying to work!

Clearing all the cookies does sound like a rather drastic solution and I worry that it may not work as I have read of others having the same issues, deleting cookies/turning off routers and still having the same problem but now with the added challenge of having to use my browser without cookies which may affect some settings I need for my work tasks.

I'll be interested to know if there is another way?

Claudia

Re: Unable to send any emails

gg30340 — Tue, 04 Nov 2025 14:33:32 GMT

How is clearing cookies a "drastic solution". You will no doubt have hundreds if not thousands of cookies that you do not use or need if you have never cleared any.

How do you think any cookies related to your work got on your device in the first place. If there are any that you require for your work you will be offered them again the next time you use that web page or web program.

You could trawl through your cookies and only delete the BT ones if you would rather do that or just accept that one solution for "possibly" fixing your problem is not viable to you like wise for the turning off the BT Hub.

If you are not prepared to try what is offered as a possible solution why bother posting on the forum.

Good luck in getting it sorted but I won't be investing anymore of my time on this thread.

Re: Unable to send any emails

Peter_W — Wed, 05 Nov 2025 08:25:26 GMT

Good morning @claurosani.

I would definitely recommend trying the steps that @gg30340 has mentioned here, as often email issues can be linked with the dynamic IP that you've been assigned.

The steps around cookies and cache are definitely worth trying too, as we did have a number of issues earlier this year where customers were struggling with webmail due to having older cached data following an update to our platform.

If you'd prefer not to clear these, you could also try logging in from a totally different device via private browsing to see if the issue carries over.

Peter

Re: Unable to send any emails

claurosani — Wed, 05 Nov 2025 10:35:28 GMT

Hello,

I am sorry if I offended you in some way - it wasn't my intention and I apologise.

Claudia

Re: Unable to send any emails

claurosani — Wed, 05 Nov 2025 10:38:17 GMT

Good morning,

I have now turned off the router and restarted - also cleared cookies. Yesterday I also used two different laptops (one a PC, another a Chromebook) so inadvertently tried using two different devices in two different locations (so different WiFi) and the issue persists.

After turning everything off and clearing cookies I am left with the same issue still.

Claudia

Re: Unable to send any emails

Peter_W — Wed, 05 Nov 2025 11:08:27 GMT

Thanks for giving that a try for us, @claurosani.

It's best for us to double check what's showing at our end now, so if you give our team a call, they can help you get this all checked out.

Peter

Re: Unable to send any emails

claurosani — Wed, 05 Nov 2025 11:18:37 GMT

will try that, thanks.

Re: Unable to send any emails

Hazey — Wed, 05 Nov 2025 12:27:42 GMT

Dear Claudia, That was exactly the same error message I rec too, when I tried to send an email which did have several URL links but these were legit, even when I took these out, it did not send. Hope you get yours sorted soon

Re: Unable to send any emails

Hazey — Wed, 05 Nov 2025 12:32:39 GMT

dear Claudia, please do not worry, emails are like like, we type often on spur of moment writing what comes into our head, and sometimes what we write can be misunderstood, there is no need to apologize, everyone has a right to post, to ask for help and we are not all confident in techi things to do what may be suggested. It was good of "distinguished sage" taking time to offer help and I will rem that suggestion and perhaps try it out too.

Re: Unable to send any emails

claurosani — Wed, 05 Nov 2025 12:37:15 GMT

Well I've been on a webchat with a BT person for the last hour or so and they too don't know why it's happening!

Claudia

Re: Unable to send any emails

Linzi_H — Thu, 06 Nov 2025 17:14:36 GMT

Hi @claurosani

I've sent you a Private Message to help further.

Linzi