This topic

Emails Arrive As Font Size 1638

adam101 — Fri, 09 May 2025 12:53:53 GMT

I've had a couple of occasions in recent days that when I reply to an email via webmail, the recipient can't read the email as the font has turned massive. I've checked and it is size 1638. On my end, all looks fine but once it gets to them, it has gone wrong and when they reply to me to ask me to resend, I can see my reply is in this massive size.

Any idea what has happened? I've not changed anything recently - same signatures, fonts etc as normal.

Re: Emails Arrive As Font Size 1638

gg30340 — Fri, 09 May 2025 14:09:59 GMT

Is it all recipients or just one that this is happening to?

Re: Emails Arrive As Font Size 1638

adam101 — Fri, 09 May 2025 14:36:11 GMT

@gg30340 It isn't all emails but a good number - just had another one reply saying the same thing and they ended up putting it in Word to read it. It appears to be affecting replies only, so if I resent the text in a fresh email, that works fine.

Re: Emails Arrive As Font Size 1638

gg30340 — Fri, 09 May 2025 20:14:42 GMT

As a test can you check in the settings which are found by clicking on your username at the top right hand side. Once there click on "Mail" in the left hand column and if it is checked uncheck the box "Reply quoting the original messages" and click "Save".

Also make sure that the box "compose messages in rich text format" is ticked.

Reply to an email to see if the problem still happens.

Re: Emails Arrive As Font Size 1638

1pipster — Mon, 12 May 2025 16:27:17 GMT

I've been having exactly the same problem with BT webmail for about a week, also only with certain recipients. One (extremely tedious) workaround that seems to do the trick is to reply to the email as normal (with the reply appearing in a normal font in my browser), then highlighting the text and changing the font size to one of the settings other than "default". Not ideal, so I'm hoping this issue will get resolved before I switch to Gmail entirely.

Re: Emails Arrive As Font Size 1638

adam101 — Mon, 12 May 2025 18:51:54 GMT

@1pipster Glad to hear it isn't just me. Thanks for the tip - to get around it, I've been starting new emails as they don't seem to be affected.

@gg30340 I've double checked and both boxes are already ticked. I am guessing that something changed when version 3.9.0.2 was launched at the start of the month. I believe you are a Community Leader - are you able to report this issue?

Re: Emails Arrive As Font Size 1638

gg30340 — Tue, 13 May 2025 18:08:21 GMT

@adam101 wrote:

@gg30340 I've double checked and both boxes are already ticked. I am guessing that something changed when version 3.9.0.2 was launched at the start of the month. I believe you are a Community Leader - are you able to report this issue?

I have no more access to the BT email team than you do.

You will need to call BT 0330.1234.150 and request to speak to the email team.

Re: Emails Arrive As Font Size 1638

adam101 — Tue, 13 May 2025 19:06:15 GMT

@gg30340 Apologies - from reading the community guide, it seemed to suggest that the community leaders fed back to the BT team.

Re: Emails Arrive As Font Size 1638

gg30340 — Tue, 13 May 2025 20:10:21 GMT

No need to apologise.

Since the BT Forum moderators were replaced by EE moderators there have been a few changes in how things get dealt with.

With most problems that the CLs used to refer to the Moderators, such as problems that could not be dealt with by forum members etc, the CLs now inform members to contact the BT Customer Service Dept to seek assistance.

There was another problem with the BTMail update that was picked up by the moderators and they passed it onto the Email Team so hopefully the same will happen with this issue.

Re: Emails Arrive As Font Size 1638

Katie_B — Wed, 14 May 2025 07:26:13 GMT

Hi @1pipster & @adam101.

Thanks for flagging this with us.

Are you both able to try another browser?

Please let us know the outcome.

Speak soon,

Katie

Re: Emails Arrive As Font Size 1638

adam101 — Wed, 14 May 2025 09:21:24 GMT

@Katie_B I'm using Chrome (with just the Google extensions) but will swap to Firefox for now. I won't be able to tell instantly, as I am reliant on someone getting in touch to let me know it has done it again.

Re: Emails Arrive As Font Size 1638

1pipster — Wed, 14 May 2025 09:50:25 GMT

Hi @Katie_B ,

I'm also using Chrome and will find it rather difficult/awkward to switch as many of my work applications (I work mainly from home) require Chrome to work properly.

If @adam101 could update us if/when he finds out if Chrome is the issue, that would be wonderful.

Many thanks!

Re: Emails Arrive As Font Size 1638

adam101 — Sun, 18 May 2025 14:53:39 GMT

@Katie_B I've been testing for a few days and so far, no one has reported the issue again, so it appears that Firefox is not resulting in the same issue.

I've had a look through the email sources for the offending emails I'm aware of (as well as some good emails for comparison) and can see that the issue lies with the font size on spans. An example is below:

<span=style=3D"font-family:Arial, sans-serif;font-size:790158;">

The font size isn't consistent - I've also found size 790363, 790511 and 790340. I've also come across some with undefined font size. As mentioned previously, it is only happening on replies. Obviously, I can't set the font size as that big myself and I've left everything as normal - Arial and 14.

Is there any news on a fix? I've been running across two browsers, so it is a bit inconvenient at the moment.

Re: Emails Arrive As Font Size 1638

Peter_W — Mon, 19 May 2025 12:34:48 GMT

Hi again @adam101.

I've flagged this again with our email team and there's just a few more things they'd like you to check.

Can you please try this again in Chrome and / or Edge, but open it via a private browsing window?

We're just trying to rule out if this is linked specifically with a browser setting at your end.

Peter

Re: Emails Arrive As Font Size 1638

adam101 — Mon, 19 May 2025 12:53:50 GMT

@Peter_W Ok. I have logged back in via Chrome in private browsing mode and will report back in due course with what I find.

If it helps, I am using Chrome version 136.0.7103.114, 64-bit version on Windows 11. It is all up to date and the only extensions I used are for Google Drive, Docs and Go Back With Backspace.

Re: Emails Arrive As Font Size 1638

Peter_W — Mon, 19 May 2025 12:55:02 GMT

Thanks @adam101!

Please keep us posted 😊

Peter

Re: Emails Arrive As Font Size 1638

adam101 — Thu, 22 May 2025 14:25:19 GMT

@Peter_W I've been testing in Chrome's incognito mode since Monday and to date, no reports of big font size emails. I've randomly checked the source for some of the emails and all looks fine.

I presume next step is to return to regular Chrome but change some setting(s). If so, which setting(s) does your email team think are causing this?

Re: Emails Arrive As Font Size 1638

Christopher_G — Thu, 22 May 2025 17:36:44 GMT

Thanks for the update, @adam101

Could you try going back to regular Chrome and clearing your cache/cookies please? Let us know if the issue returns.

Chris

Re: Emails Arrive As Font Size 1638

adam101 — Thu, 22 May 2025 20:23:50 GMT

@Christopher_G All done - I will report back.

Re: Emails Arrive As Font Size 1638

Doug_ — Sun, 25 May 2025 10:26:22 GMT

I have just had this happen to me. I sent an email, got a reply, sent an email with HTTPS links and got a reply with a smily.

The previous emails were SUPER size. So I did a reply, select-All and changed the font size to 12 and I could read the history. 🙂