This topic

Not getting e-mails from our vet

Algy — Wed, 24 Sep 2025 16:43:29 GMT

Hi not been getting e-mails for about a couple of months from our Vets.Tried all the usual things,ie block senders,safe sender,blocked sender settings,nothing has worked.The vets have had their IT people in,nothing happening.The receptionist told me today that several BT customers are having the same problems.Checked not in my spam also.

Anybody got any other things to try.....

Many Thanks...Algy

Re: Not getting e-mails from our vet

gg30340 — Wed, 24 Sep 2025 22:06:02 GMT

If the vets emails are not getting through to BTMail the vet will need check his/her emails comply with following link. If they do he will neet to contact the BT Postmaster to white list his email domain.

https://www.bt.com/help/email/fix-a-problem/sending-or-receiving-email/bt-email---best-practices-for-postmasters-and-senders-of-email

Re: Not getting e-mails from our vet

Algy — Fri, 26 Sep 2025 13:11:01 GMT

Thank's fot that have passed your info to my vet,i await the results...

Re: Not getting e-mails from our vet

Algy — Thu, 02 Oct 2025 15:02:10 GMT

Hi passed info to vets practise,seems a few people are having the same problem,is it BT filtering the e-mails as Spam?the vets not solving the problem.....

Regards Algy

Re: Not getting e-mails from our vet

gg30340 — Thu, 02 Oct 2025 15:41:36 GMT

I have no idea how the vet has set up its email account so there is no way to answer your question other than to say the vet may have not complied with the link I posted and as such their emails are being rejected by BT.

The vet needs to do as I have previously suggested.

Re: Not getting e-mails from our vet

Algy — Thu, 02 Oct 2025 15:51:03 GMT

Thank's for that will communicate with them again

Algy

Re: Not getting e-mails from our vet

shadders — Sat, 04 Oct 2025 12:40:28 GMT

Hi,
This is also a problem for other senders which are established. I was notified by Experian yesterday that e-mails are not being accepted by my e-mail address.

I would expect Experian would be on the white list no issue.

Regards,
Shadders.

Re: Not getting e-mails from our vet

gg30340 — Sat, 04 Oct 2025 12:50:42 GMT

@shadders

Have you checked your blocked senders list?

Re: Not getting e-mails from our vet

shadders — Sat, 04 Oct 2025 13:02:52 GMT

Hi,
Yes, checked that and it is not on the blocked senders list. Was all ok last year November 2024, and obviously they are now not getting through.

I have had this before from experian, and others using g-mail.

Also, i am a member of the IEEE, and the notifications denoted [mycolleagues] have not got through since last November 2024 either, yet one was received 15th September 2025.

I think this is a BT mail issue.

Regards,
Shadders.

Re: Not getting e-mails from our vet

Algy — Sat, 04 Oct 2025 15:05:44 GMT

Yes when all has been checked and tested i still think this is a BT problem with their filtering system.I known some business's that have to use other companies because the confidence has gone with BT systems.I've been with them for over 50 years now and have known nothing like this...shame.

Re: Not getting e-mails from our vet

Algy — Sat, 04 Oct 2025 19:03:46 GMT

Told by Bt tech depot that the vets is on "the white list" so are looking deeper into the problem, very helpful staff on end of phone.

Re: Not getting e-mails from our vet

gg30340 — Sat, 04 Oct 2025 19:09:39 GMT

@shadders

Did you check not just for the email address but also that the company domain, the part after @ is not blocked?

If it is not there you will need to contact BT 0330.1234.150 and ask for the BTMail Team and explain your problem to them.

Re: Not getting e-mails from our vet

shadders — Sat, 04 Oct 2025 19:24:42 GMT

Hi,
I have not added anything on the blocked senders list. For the IEEE as stated, nothing since November 2024, then one on the 15 September 2025.

For Experian, some e-mails are received, but others are not, such as alerts, where this failure is intermittent.

If other are reporting their failures, and it is being looked into more deeply, then the error (hopefully) will be corrected for all too.

Thanks and regards,
Shadders.

Re: Not getting e-mails from our vet

Michael_D — Mon, 06 Oct 2025 12:19:10 GMT

Hi @shadders

I'd recommend getting in touch with our email team as @gg30340 suggested.

They can have a look at your account and check to see what is going on, just in case it isn't something general and needs them to investigate.

Michael

Re: Not getting e-mails from our vet

Algy — Thu, 09 Oct 2025 18:08:11 GMT

Been in contact with tech dept.They told me to clear out the blocked sender list completely,delete the lot! Did a test email with the vets,seems like we have a two way communication again.Told to rely on BT filter system more.So hope this solution let help others on the forum.

Re: Not getting e-mails from our vet

gg30340 — Thu, 09 Oct 2025 19:54:47 GMT

You stated in your first message that you had checked your "Blocked Senders" list. Either you must have missed the vets email address and or email domain or it is just coincidence that clearing all your blocked senders, which you said did not contain the vets, just happened to fix the problem.

Re: Not getting e-mails from our vet

Algy — Thu, 09 Oct 2025 20:10:39 GMT

Yes I did check if the vets was on the block sender list, it was not, told by Bt tech some that some of block senders could be linked to vets email some how, or as you say could be coincidence... watch this space....

Re: Not getting e-mails from our vet

gg30340 — Thu, 09 Oct 2025 21:07:59 GMT

I fail to see how an email address can be linked to some other email address except if they were on the same domain and you had blocked that domain.

Did you also check if the vet's email domain (the part after @) was on your blocked senders list?

Re: Not getting e-mails from our vet

Algy — Fri, 10 Oct 2025 05:55:42 GMT

Could not see any@ but must have been thro' a linked domain as I was told by Bt tech depot. See how we go on anyway. Wondered where all the blocked email went tho...

Re: Not getting e-mails from our vet

Algy — Sun, 12 Oct 2025 19:02:30 GMT

Had to see the vet, today with one of our dogs, Sunday rates, not too serious a health problem for her. The vets sent us an email receipt, so all is working! Thank's for all help given👍