Anything I send from my Hotmail account is being rejected by people with @btinternet accounts

[dinahjosie]

Hope someone can solve this mystery! In the last few weeks, any message I send from my Hotmail account is being spat back by my contacts who are on @btinternet accounts - despite not having sending issues before! Is this a Hotmail problem or a BT problem?  I have suggested to my contacts that they put me in their 'safe senders' list but to no avail. I have pasted the automated response I get below - sorry, it's very long! 

rgin08.bt.int.cpcloud.co.uk rejected your message to the following email addresses:

*****@btinternet.com
Your message couldn't be delivered because the recipient's email server (outside Office 365) suspected that your message was spam. To fix this, try to modify your message, or change how you're sending the message, using the guidance in this article: E-mailing Best Practices for Senders. Then resend your message. If you continue to experience the problem, contact the recipient by some other means (by phone, for example) and ask them to ask their email admin to add your email address or your domain name (the text after the "@" symbol in your email address) to their allowed senders list.

For Email Admins
When Office 365 tried to send the message to the next email server outside of Office 365 the external email server returned the error below. This indicates the recipient's email server (or their email filtering service) suspected the sender's message is spam. If the sender isn't able to fix the problem by modifying their message then contact the recipient's email admin and ask them to add your domain name, or the sender's email address, to their list of allowed senders.

While the sender may be able to alter the message contents to fix this, it's likely that only the recipient's email admin can fix this problem. Unfortunately, Office 365 support is unlikely to be able to help fix these kinds of externally reported errors.

rgin08.bt.int.cpcloud.co.uk gave this error:

Remote server returned message detected as spam -> 554 Message rejected on 2018/08/26 12:18:53 BST, policy (3.2.2.1) ??? Your message looks like SPAM or has been reported as SPAM please read www.bt.com/bulksender

Diagnostic information for administrators:

Generating server: AM5EUR03HT147.mail.protection.outlook.com

*****@btinternet.com
rgin08.bt.int.cpcloud.co.uk
Remote Server returned '550 5.7.350 Remote server returned message detected as spam -> 554 Message rejected on 2018/08/26 12:18:53 BST, policy (3.2.2.1) ??? Your message looks like SPAM or has been reported as SPAM please read www.bt.com/bulksender'

Original message headers:

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From: - Campbell - ****@hotmail.com
To: ***@btinternet.com
Subject: Bond and Britishness
Thread-Topic: Bond and Britishness
Thread-Index: AQHUPS4rT9+99OwUMkuDQ0O5uWGJ/g==
Date: Sun, 26 Aug 2018 11:18:52 +0000
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Final-Recipient: rfc822; ****@btinternet.com
Action: failed
Status: 5.7.350
Diagnostic-Code: smtp;550 5.7.350 Remote server returned message detected as spam -> 554 Message rejected on 2018/08/26 12:18:53 BST, policy (3.2.2.1) ??? Your message looks like SPAM or has been reported as SPAM please read www.bt.com/bulksender
Remote-MTA: dns;rgin08.bt.int.cpcloud.co.uk
X-Display-Name:  ****@btinternet.com

[RobbieMac]

Hi @dinahjosie

Welcome to the Community and thanks for your post!

Sorry for the problems you're having sending emails to @btinternet domains.  Take a look at this link for some help with this >> BT email - Best practices for postmasters and senders of bulk mail <<

Making sure your email isn't marked as spam

Almost all email sending problems can be eliminated by following some basic set-up steps which unfortunately some commercial email service providers overlook. If you're unsure how to check these guidelines, speak to the support team that run your email service.

1. Use a consistent and meaningful 'From' header address
2. Make sure the domain you send from has a Sender Policy Framework (SPF) record for the IP address you'll be sending from. An SPF record allows domain owners to publish a list of IP addresses that are authorised to send email on their behalf. The aim is to reduce the amount of spam by making it harder for malicious senders to disguise their identity
3. Make sure the IP address you send from is a static IP and not a dynamically assigned IP address
4. Have separate IPs and streams depending on your email content type. Shared email services can have multiple domains using one IP to send email. If the same IPs are sending unsolicited commercial email along with your valid email, this can affect your reputation
5. Make sure there is a correct PTR (reverse DNS entry) for your IP address. Reverse DNS is a method of resolving an IP address into a domain name, just as the domain name system (DNS) resolves domain names into associated IP addresses. If a spammer uses an invalid IP address that doesn't match the domain name, a reverse DNS look up program will try to match this to an IP address. If no valid name is found to match the IP address, the server blocks that message
6. Sign all your email using DKIM. This protects recipients against spoofing and phishing. If you don't have a DKIM entry in your DNS or don't sign your email with DKIM we're more likely to consider it spam
7. Check your email service has a good reputation
8. Check your email sending service hasn't been blacklisted
9. Don't send all your emails at once: split your mailing activity throughout the day

More info is available by clicking the link above.

If you're an administrator of a mail server (for an ISP or a hosted email service) and you're compliant with the principles here, but your server is still encountering problems sending to BT customers, please get in touch viapostmaster@btinternet.com. The postmaster team can only help if you've followed the principles we've covered here.

Cheers,

Robbie

[dinahjosie]

Can any of this be explained in plain English? SPF? PTR? Reverse what????

I am one ordinary individual sending the occasional ordinary email to bt mail accounts, which all of a sudden don't want to know.  I'm not a commercial email provider, nor am I a postmaster (what IS a postmaster??) and I'm not sending bulk mail.  I don't have a 'support team'. 

And I still don't understand whether Hotmail is the problem at my end, or whether it is BTinternet at their end.  

Basically you're saying I've got to somehow understand and fix all this myself before the postmaster team can be bothered to help.

[MrIanB]

@RobbieMac - don't want to be rude but.... did you actually read this before replying? This is a Hotmail user you're talking to (and certainly not a company sending bulk email).

I am trying to solve a simlar problem. Not for myself, I'm a little more tech savvy, but for my 75 year old mother and her equally aged friend. 

My mother has a @btinternet address, her friend a @hotmail.com address, they've been exchanging emails for years with no problem. In the last few weeks something has changed. My mother can email her friend BT > Hotmail but when the friend emails back Hotmail > BT she gets the  exact same error message that @dinahjosie received.

These people (no offense meant @dinahjosie - I'm trying to help here!) are barely going to understand the meaning of "Use a consistent and meaningful 'From' header address", forget the rest of it.

The question is: What can we do to help HOTMAIL users whose individual, non-spam messages are rejected by BT for no obvious reason?

[MrIanB]

deleting a duplicate response - I had trouble registering as BT didn't seem to like my email address, or maybe my email provider didn't like BT, one or the other.... ho hum!

[dinahjosie]

No offence taken!!  This is EXACTLY the problem I have been experiencing - as yet unresolved.  

The question is indeed: What can we do to help HOTMAIL users whose individual, non-spam messages are rejected by BT for no obvious reason?

[Roboman]

I know it nearly a year since your request for a simple answer to Hotmail emails going into BTinternet spam box, but wondered if you ever got any useful response?

My wife has sent/forwarded me emails for years from her ..@live.co.k. address to my …@btinternet.com with no problems until about a year ago when her emails finished up in my Spam box.   We are both listed as 'Safe Recipients' and NOT blocked.  Junk mail setting is on 'Low'.   

Have searched the Web and BT forums, but can't find anybody that has an understandable  solution - hence my enquiry to you.

Regards

[dinahjosie]

Hi - no, it remains a mystery. I think I managed to ascertain that the issue was with the recipient, not my side.  I also discovered that if I copied someone else into the email then it DID arrive!!  So for a while I just cc'd myself into my emails.  I think it then just started working again ... weird!

[Roboman]

Thanks for prompt reply. I'll try the cc trick and see if it works!