Error message 553

[LisaLLG]

I have not been able to send emails from by BT account for the past three weeks.  I am getting the error message 553.  The email 'support' team has been unhelpful to say the least.  Is there any way to escalate this problem or another way to contact BT besides the main customer support number.  Also, does a formal letter of complaint to BT need to be send via post (in order to file an official complaint with the ombudsman).  Any help would be greatly appreciated.

[NeilO]

Hi @LisaLLG welcome to the community and thanks for posting, I'm sorry to see you're having problems sending emails, are you using webmail or an email client like outlook or your phone app? If you're using an email client can you send emails if you log in to webmail at www.bt.com/email

I've seen the 553 error happen before when the IP address of the broadband connection a customer is using has been put on a spammer block list. 

Are you in the UK at the moment?

Thanks

Neil

[LisaLLG]

BT has already gone through all these questions with me.  I am not in the UK at the moment but it's been confirmed it is not an issue with the IP address.  I am logging on via the BT website.  It looks like my emails are being marked as spam but the 'server' team, even though they have been aware of the problem for over two weeks, has not been able to resolve.  This morning was the first time I was able to send any emails since last Thursday and then was blocked again.  It is simply not acceptable to leave a problem like this outstanding for three weeks with no feedback from BT as to when the issue will be resolved.

[NeilO]

@LisaLLG I'm very sorry this is not resolved yet, we'll be happy to chase this up with the email team for you and I'll send you a private message so you can send over your details to the moderation team.

Thanks

Neil