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macdrew
Aspiring Contributor
1,374 Views
Message 1 of 10

Email not arriving.

I have 2 BTInternet email addresses as part of my broadband/homephone/mobile package.

I have not been receiving all the emails that have been sent to these addresses. I know because people who have sent them have been asking why they have not had replies.

This is very frustrating as obviously I have no idea what has not arrived unless somebody tells me.

It does seem ludicrous that one of the world's largest communication enterprises cannot be trusted  to deliver email properly to its customers.

I have had to turn off the firewall in my BT smart hub because it was preventing me from reaching my own webpages, are BT doing a similar thing with filtering  my email ?

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9 REPLIES 9
JohnC2
Moderator
Moderator
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Message 2 of 10

Re: Email not arriving.

Hi @macdrew,  thanks for posting, and sorry you are not receiving all your emails.  
A few things you can check to make sure it is not an issue with the setup of the email account.
Check the blocked senders list to see if any email addresses are showing there that should not be blocked.
Check the Rules and the Auto-Forwarding settings in Webmail. Are there any settings preventing emails from being sent/received?
Add the sender to the 'safe senders' list, and see if you now receive emails from this person?

cheers

John

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macdrew
Aspiring Contributor
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Message 3 of 10

Re: Email not arriving.

Thank you for your reply.

I have no blocked senders.

There  are no rules or auto-forwarders set.

I can see nothing that would prevent emails being sent or received.

It is difficult to add someone to the safe senders list without knowing who has sent email that has not been delivered.

I can only rely on someone telling me that I have not responded to their email to become aware of a sender.

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matttricks
Beginner
1,115 Views
Message 4 of 10

Re: Email not arriving.

I have exactly the same problem, and have checked all the "Blocked Sender" issues (and the others) outlined above (and on other forums) - even emails from my brother are not arriving, and I know many more. Please can you provide me with a  credible reason why - BT seems to have a problem with this and is not admitting it. 

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matttricks
Beginner
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Message 5 of 10

Re: Email not arriving.

In addition - if BT cannot fix this issue, how can I set a rule that BT sends all the emails that arrive in my inbox (ex spam etc) to my other email account with another provider? 

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gg30340
Distinguished Sage
Distinguished Sage
1,101 Views
Message 6 of 10

Re: Email not arriving.


@matttricks wrote:

In addition - if BT cannot fix this issue, how can I set a rule that BT sends all the emails that arrive in my inbox (ex spam etc) to my other email account with another provider? 


Log onto your email account and go to the settings that are found by clicking on your username at the top right.  Click on "Mail" then "Auto-Forward" . Tick the Auto-Forward box then enter the email address that you want to forward your emails to then click "Save".

Be aware that "Forwarding" does not count as using your email address and if you do not log onto your email account at least once in a 90 day period your email account will be suspended then deleted. 

See link, section 7 f,g,h,i

Email terms and conditions (bt.com)

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matttricks
Beginner
1,075 Views
Message 7 of 10

Re: Email not arriving.

Many thanks, and for the 'Heads Up' about logging in every 90 days - but there is no way of auto-forwarding all emails, instead I have to do them all separately? 

Of course this doesn't get me around the emails not arriving issue, but i'm still awaiting BT's response on this (with zero hope of a solution I have to say)

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licquorice
Distinguished Sage
Distinguished Sage
1,070 Views
Message 8 of 10

Re: Email not arriving.

The method described forwards all mails.

macdrew
Aspiring Contributor
881 Views
Message 9 of 10

Re: Email not arriving.

Does seem a strange solution which defeats the object of using the   BT email account  which I have paid for with my Phone/Broadband/Mobile package. I have never heard of the having to sign in every 90 days or my account will be deleted, business either.

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gg30340
Distinguished Sage
Distinguished Sage
873 Views
Message 10 of 10

Re: Email not arriving.


@macdrew wrote:

.I have never heard of the having to sign in every 90 days or my account will be deleted, business either.


You do not have to sign in every 90 days. This information was in response to another question being asked on this thread and not as a solution to your problem.

The user. in this case the person asking the question was mattricks in message 5 would only need to do that if he was ONLY using forwarding as the means of getting his BT email.

What you have to do is sign in to the email account at some point within a 90 day rolling period, which is what most people do when they use their email account in a normal fashion. ie check their email on a daily/weekly basis.

If you had read the Terms and Conditions of using your BTMail email account you would have heard of having to do that.