This topic

unable to send emails to myself from either my bt email or from google mail etc?

reepoe — Thu, 05 Jun 2025 08:32:39 GMT

unable to send emails from my bt email to myself or from google mail etc. i just keep getting undeliverable message: Your message wasn't delivered to xxxxx@btinternet.com because the address couldn't be found or is unable to receive email. this is after yesterdays issues but still seems to be having issues, dispite changing password and logging out/in again etc.

Re: unable to send emails to myself from either my bt email or from google mail etc?

reepoe — Thu, 05 Jun 2025 08:36:16 GMT

to add, this is both on phone and pc. to add, if i send from bt email to gmail that works, then if i reply to that msg it also works, but not if i send a new message from gmail or from @btinternet to myself.

Re: unable to send emails to myself from either my bt email or from google mail etc?

gg30340 — Thu, 05 Jun 2025 09:25:31 GMT

How are you using your email, is it with a web browser or are you using an email client or email app?

Is it only when you send emails to your self, does your email account receive emails from every one else?

Re: unable to send emails to myself from either my bt email or from google mail etc?

reepoe — Thu, 05 Jun 2025 09:32:40 GMT

this is both using bt email on phone/pc, and gmail on pc/phone.

if i send mail to myself (xxx@btinternet) so if i send from btemail to btemail or gmail to btemail.

but if i send from phone btinternet to gmail and then reply to that message to bt email on pc/phone both work

using thunderbird email on pc and btemail on phone

also i seem to be recieving emails, but it does seem like a lot less than normal.

Re: unable to send emails to myself from either my bt email or from google mail etc?

gg30340 — Thu, 05 Jun 2025 09:37:12 GMT

What about my second question?

EDIT: Message crossed with your edited message.

Re: unable to send emails to myself from either my bt email or from google mail etc?

reepoe — Thu, 05 Jun 2025 09:35:39 GMT

this is when i send from gmail on pc (thunderbird) also i do seem to be recieving some emails, but seems to be less than normal so am wondering if some are getting blocked the same as when i try sedning one to myself from gmail.

Re: unable to send emails to myself from either my bt email or from google mail etc?

gg30340 — Thu, 05 Jun 2025 09:39:51 GMT

Can you try using your phone on 4/5g instead of your home wifi network to see if that works.

If it does try turning your BTHub off for about half an hour. When it turns back on you should have been issued with a new IP address and connected to a different BT email server.

You could also try clearing your browsers history and cookies if you are using webmail.

Re: unable to send emails to myself from either my bt email or from google mail etc?

reepoe — Thu, 05 Jun 2025 09:48:45 GMT

i no longer use btinternet as my isp, my email is legacy as i beta tested btopenworld adsl for BT when it first came out, i have had this email for around 26 years. these issues have only started since yesterday.

It was working fine before the problems last night. i just tried to email myself with wifi off and same issue. i now use sky broadband with bt fibre. but i do not use webmail only thunderbird (same as outlook) on pc and 'BTmail on the phone)

i can't work out why it lets me email from phone - gmail (including if i reply to that message from gmail- phone) but not if i send a NEW messgae from btmail - btmail or a new message from gmail - btmail.

Re: unable to send emails to myself from either my bt email or from google mail etc?

gg30340 — Thu, 05 Jun 2025 11:13:34 GMT

You say you have Sky Broadband with BT Fibre, who is your broadband provider or do you have Sky and BT broadband?

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

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

See link

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

Re: unable to send emails to myself from either my bt email or from google mail etc?

reepoe — Thu, 05 Jun 2025 13:18:21 GMT

I am with sky. i do not think anything has changed to my email, as i am still able to use it on thunderbird and the bt email app on phone. i am able to send emails to anyone but myself, I am able to recieve emails but for some reason not from myself on the pc/phone. my email is both @btinternet and @btopenworld as mentioned i have had this since i beta tested ADSL for BT (used to be an HG1, homegate1) email. this email has worked fine for 26 or so years with no issues until problems last night like everyone else. i remember when i was setup on the email i was told by BT my email would be permenant.

Again why can i still send recieve emails to gmail using the app. then reply to the app from gmail. but not the other way around to me this a bug that needs looking into, or i shouldent be able to email anyone or recieve from anyone. see my picture why does it say unable to find user? first image from phone, 2nd from pc. Again i don't use webapps

Re: unable to send emails to myself from either my bt email or from google mail etc?

gg30340 — Thu, 05 Jun 2025 13:34:19 GMT

I suspect that it is connected to you not being a BT Broadband customer and the outage that took place.

When you are no longer a BT Broadband customer the email account gets downgraded to a BTMail Basic account which can only be used on webmail.

This normally happens when a person leaves BT but there have been cases reported on the forum that a leavers email account was not downgraded, that is until they changed their password or they deleted the email account and tried to set it up again either on the same device or onto a new device all of which seemed to trigger the downgrade.

There have also been reports that it just randomly happened at a much later time after the person left BT.

When an email account is downgraded the account holder can still "manage" it through their MyBT albeit the MyBT account is basically only a holding account so that the email is "accounted" for. It is not a billing account.

Do you have a MyBT account and is the email account still showing there and is it showing account type as "standard"?

In any event I doubt that there is anything you or I or other forum users will be able to fix the problem so you will need to call BT 0330.1234.150 and ask to speak to the BTMail email team and hopefully they should be able to resolve it.

Please keep the tread updated with how you get on and what the solution is should they manage to fix it.

Re: unable to send emails to myself from either my bt email or from google mail etc?

reepoe — Thu, 05 Jun 2025 14:17:00 GMT

I just spoke to them and it is working again now, although they didnt actually do anything. they said my account shows as premium even though i do not pay for it or bt internet. I explained about the beta testing i did for them and said that it must have been due to that and i was probably granted lifetime premium as i was an original tester, (i was told this at the time that my email would always be active) he confirmed my account was active since 1999 and not 2000 (when adsl launched) and that i was originally on an HG1 account, so that confirmed i was a tester for them. he also saw i had 2 email adresses @btinternet.com and @btopenworld.com and that both were the same account. whilst i was on the phone i tested again and this time the email went through (phone to pc and then pc to phone) the person explained about the problems and said that they have had people working on it, so it must all be related to the original problem yesterday.

i will mark this issue as resolved, thank you for all the help and espeically providing te number to call as at least i know why i am not limited to using webmail etc. over the 26 years i have setup on multiple new pc's/phones without issues.

Re: unable to send emails to myself from either my bt email or from google mail etc?

gg30340 — Thu, 05 Jun 2025 14:18:56 GMT

Glad to hear its sorted and thanks for the update.

Re: unable to send emails to myself from either my bt email or from google mail etc?

Duggee — Mon, 18 May 2026 13:10:37 GMT

Nearly one year on I have discovered the same issue over the past couple of weeks this issue. I am a Premium Email subscriber and donlt expect this sort of issue to arise from a fee paying service.

Sending an email to your own email just disappears into the ether

It transpires they have to reset my account completely - then see what happens.

Spoke to a knowledgeable guy today but on previous occasions, support agents don't know much and always deny there are any issues withh their service. Very frustrating. BT please improve this Premium email service if you want to operate it.

Re: unable to send emails to myself from either my bt email or from google mail etc?

licquorice — Mon, 18 May 2026 14:05:25 GMT

'Premium' email isn't a Premium service, it is just the name given to the standard email service for those without a BT broadband account so have to pay for it if they wish to use apps/clients.

Re: unable to send emails to myself from either my bt email or from google mail etc?

gg30340 — Mon, 18 May 2026 15:26:28 GMT

Try marking your own email address as a "Safe Sender".

Re: unable to send emails to myself from either my bt email or from google mail etc?

Duggee — Mon, 18 May 2026 16:10:53 GMT

Well 'Premium email' is described as supporting other email clients - eg Outlook - in IMAP mode.

Premium is meant to support this as you said yourself in 2024 this :

' Free Basic Mail for non BT broadband customers only accessible via webmail not via apps or mail clients.'.

I want to carry on using Outlook not Web mail.

Anyway whatever service BT provide me has been causing a headache with account needing reset by BT Email team and also random messages on Outlook saying your Password is incorrect ....but it isn't.

I'll monitor how things go from this time tomorrow (24 hours after account reset).

Just as a post note - I used BT broadband for years - asking BT for Fibre to the Home as I could see the Fibre cabinet from my study window.

They promised FTTH for 2 or 3 years but it never materialised as OpenReach were busy in the road putting fibre in the street for the competitors.

Needless to say it was a no brainer to move broadband suppliers as I went from 70Meg to 1Gig overnight and at a cheaper subscription.

BTEmail was the issue though, being embedded everywhere in my life, hence decision to keep Premium mail.

Its a pity Premium Email isn't a Premium service though 🤔

Re: unable to send emails to myself from either my bt email or from google mail etc?

licquorice — Mon, 18 May 2026 16:23:37 GMT

@Duggeewrote:
Well 'Premium email' is described as supporting other email clients - eg Outlook - in IMAP mode.
Premium is meant to support this as you said yourself in 2024 this :
' Free Basic Mail for non BT broadband customers only accessible via webmail not via apps or mail clients.'.
I want to carry on using Outlook not Web mail.
Exactly, in what way does what I've just posted contradict that?
Just as a post note - I used BT broadband for years - asking BT for Fibre to the Home as I could see the Fibre cabinet from my study window.
Except fibre to the Home doesn't come from the cabinet.
Its a pity Premium Email isn't a Premium service though 🤔
Totally misnamed.

Re: unable to send emails to myself from either my bt email or from google mail etc?

gg30340 — Mon, 18 May 2026 16:34:08 GMT

@Duggee

Have you considered that your Outlook is the problem?

There have been numerous previous posts from people using Outlook that they have had the same issue.

You should try using the Thunderbird email client if for no other reason to see if the problem is with Outlook or BT. If it is with Outlook then complain to Microsoft, who will no doubt blame BT or you could just keep using Thunderbird.

Re: unable to send emails to myself from either my bt email or from google mail etc?

Duggee — Mon, 18 May 2026 17:38:39 GMT

Well yes, Outlook is also playing up from time to time, but Outlook works with other IMAP servers I use.

With Outlook its normally deleting your Profile and creating a new one ...on rare occasions uninstall and re-install, which incidently, as you may know, now involves uninstalling the whole Microsoft 365 suite to re-install Classic Outlook. Thanks Microsoft.😡

I'll see how things go tomorrow with the reset BT mail account and give it a few days and post any findings here.

As a back up I'll try out Thunderbird as well. Not done so yet, but thanks for the suggestion.