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piareynolds
Beginner
12,211 Views
Message 1 of 11

Btinternet.com email not sending in Outlook (for Mac)

My Dad is having a problem with sending emails. It has been an intermittent problem for over a week now. He uses Outlook for Mac, and although he is receiving messages fine, for hours at a time, he cannot send. When he does a 'send & receive', it sits there for a long while and then comes up with error -17099 (too many messages). It does not matter if he is sending one or more emails, it says the same.  Occasionally, the error message changes to -3259 or -3253. Then suddenly, everything is fine and all emails send.  Today, it has been refusing to send his messages for 10 hours or so!

 

Can anyone help?

 

Regards

Pia

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piareynolds
Beginner
12,174 Views
Message 2 of 11

Re: Btinternet.com email not sending in Outlook (for Mac)

He is still having problems with sending emails. Could someone try to help please?

Thanks

Pia

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Moderator
Moderator
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Message 3 of 11

Re: Btinternet.com email not sending in Outlook (for Mac)

Hi Pia,

 

Welcome and thanks for posting. Sorry your dad is hacing problems with his email. I can take a look at this if you wish. Drop me an email with your details. You'll get the 'contact us' link in my profile.

 

Cheers

 

David

 

Community ModeratorDavidM
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Message 4 of 11

Re: Btinternet.com email not sending in Outlook (for Mac)

I am having the same problem with a btinternet.com account which I've used for over 10 years or so. I can receive emails in Outlook but can't send. This service is via Premium Mail. Problems started occurring when I sent out a reasonable amount of emails one morning. If you look on the forums common suggestions are that I've either been blacklisted by BT or SMTP authentication isn't working properly. I've had Microsoft look at it and it isn't an Outlook issue, neither is it a Norton issue, it’s something on the BT server side but nobody can seemingly solve the problem. Have not been able to send for 2 weeks now and I'm self-employed. I've started using a btconnect.com email as this works out of Outlook, however I would like some resolution on this issue. Server error messages vary from ‘421 too many messages’ to ‘530 authentication required’ depending on the mood of the error message. I would estimate that I’ve had between 8 to 10 people from the Premium Mail team remotely change my Outlook settings (all to no avail) as this apparently is the ‘issue’. It’s getting boring now.

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piareynolds
Beginner
12,089 Views
Message 5 of 11

Re: Btinternet.com email not sending in Outlook (for Mac)

Hi there

 

Last Friday I ended up doing an online chat on BT's website to try to resolve this. Having had my online chat for an hour (!) with a guy who early on admitted he didn't know what it was about but he kept asking 'the specialist desk', he told me that this specialist desk now could assure me it was all down to a server outage the previous day and it was now all fine.  I told him that this could of course not be the case having had the issue for over two weeks. They insisted - so did I!

 

He then told me that the solution to the problem would be to change the password.  I suggested that this would probably not work, as the problem is intermittent which means that it does indeed work sometimes with the current password.  He insisted - so did I! 

 

Eventually he told me he would have to escalate it by calling me up and then transferring me to a specialist desk. I accepted, he called straight away and put me through.

 

The lady I spoke to took all my details (again) and when I explained that we were using Outlook as a client, she insisted that she could not help me at all as there is no BT support for anything apart from direct email access through BT webmail.  I said that as the problem seemed to be with sending emails through the mail.btinternet.com server this would indicate that it was a BT issue, and was told that 'BT do not supply any SMTP servers or support, they simply supply the settings'. I asked how the mail.btinternet.com SMTP server was not a BT server, and she said that it was nothing to do with BT - only the settings were.  I was on the phone with this lady for another half hour or so, until she said that she would have to escalate it.  Once again I was put through to someone else.

 

The new lady was definitely friendlier. She did not at any point suggest that it was not a BT issue, nor that they would not have anything to do with me as I was using Outlook mail client.  She checked all settings with me, and eventually did a remote control of the machine to check all settings.  Once she'd established that all the settings were indeed correct (all of this had of course already been double checked as far back as the original online chat), she decided that in fact she would have to escalate it, and I would receive a call back within 24-48 hours.

 

Today (one full week later) I received a call back to say that the solution was now clear - I would have to change to using IMAP instead of POP3.  She asked if I could do it with her there and then, and I said this would not be possible, but suggested that she might email me the details of the IMAP settings and I could try to set it up at a later time. She said there were quite a few as she would have to give me several different IMAP settings and I would have to try each one in turn until I found one which worked. She said she would send me all of those details by email and would call me back at a suitable time - I suggested tomorrow between 10-11am and she agreed.

 

I have still not had the email.

 

In the meantime, I have researched what changing from IMAP to POP would entail and have realised that this would be n very unsuitable option for my Dad. Not only has he been using Outlook for many many years (more than 10 years always using his btinternet.com email address for it), and therefore has an enormous .pst file with a complicated folder structure of emails he accesses regularly, he also travels extensively and there seems to be rather a lot of issues with IMAP and reading mails offline and ensuring they are all always available. 

 

I am left with no other option than, when the support lady phones me back tomorrow, to say that I cannot do the IMAP change over, certainly not now and probably not ever as it will not be suitable - and fully expect to be told that if I don't want to do that, then it's just tough that it doesn't work.  

 

I will update after having spoken to them as I know there are (rather a lot of) others with the same issue.

 

Pia

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Distinguished Sage
Distinguished Sage
12,078 Views
Message 6 of 11

Re: Btinternet.com email not sending in Outlook (for Mac)

There is no reason that you should have to change your email client from POP3 to IMAP. They should both work with BTMail.

 

What I would suggest you do is save/ backup all your fathers email folders etc. so that you can restore them to the account later. Delete the email account from Outlook and set it up again using the settings, which I'm sure you will know by now, in this link. Once you are happy it all works you can then place the backed up files into the correct place in the "new" account.

 

http://bt.custhelp.com/app/answers/detail/a_id/44917

 

Email settings that I use.

 

POP3

 

Server incoming and out going: mail.btinternet.com

 

Email user name: (Normally you only need the prefix of your email address but some users have found the need to enter their full email address.ie xxxxx@btinternet.com)

 

Password: Your BT email password.

 

Log on using clear text authentication

 

Out Going Server in requires Authentication (Use same as incoming mail server. Some users have found that they need to enter the password and username instead of ticking box “use same as incoming mail server” )

 

Outgoing Port : 465 SSL security

Incoming Port : 995 SSL security

 

IMAP

Same as above except for Incoming Port: 993 SSL security

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Distinguished Sage
Distinguished Sage
12,066 Views
Message 7 of 11

Re: Btinternet.com email not sending in Outlook (for Mac)

Somebody really needs to talk to the support people, they seem to be telling everybody that only IMAP is possible which is patently not true.
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markdotai
Newbie
12,033 Views
Message 8 of 11

Re: Btinternet.com email not sending in Outlook (for Mac)

Also check this other post which might be the same problem (which I had too): https://community.bt.com/t5/Email/Generic-SMTP-authentication-problem/td-p/1361647

 

(Switching the outgoing SMTP server to smtp.mail.yahoo.com instead of mail.btinternet.com worked for me)

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Distinguished Sage
Distinguished Sage
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Message 9 of 11

Re: Btinternet.com email not sending in Outlook (for Mac)


@markdotai wrote:

Also check this other post which might be the same problem (which I had too): https://community.bt.com/t5/Email/Generic-SMTP-authentication-problem/td-p/1361647

 

(Switching the outgoing SMTP server to smtp.mail.yahoo.com instead of mail.btinternet.com worked for me)


As has already been pointed out. This will not work if/when you are migrated from BTYahoo to BTMail and the Yahoo servers are no longer associated with BT

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FIONADT
Newbie
11,067 Views
Message 10 of 11

Re: Btinternet.com email not sending in Outlook (for Mac)

is your dad aware that you can creat your own PST folder and save it where you want- i have mine on a nas drive-.. the   big adavangte of this is stops the  file getting to  big and very  easy  to  back up.I create a new pst folder at the begining of the year. Thre previous years are aslio very  easy to open  wiht  previous  emails etc..

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