Incorrect "reply to" indicator on sent emails

[TrevorL]

I can't solve a problem my neighbour has with her sent emails, so let me outline the issue:

When she sends an email using her only BT mail address ( for example abc@btinternet.com), the recipient sees a "reply to" address which is different to the sender's address.

This "reply to" address is *******. Note that there is an error in the name. She doesn't have an outlook email account. The recipients reply to her email which goes to the bogus address and my neighbour is left wondering why she hasn't heard from the people she's emailing.

I have looked at her email account settings but can't find any trace of an outlook address anywhere.

Any suggestions?

[gg30340]

How is she sending her emails. Is she using webmail (using a web browser) or is she using an email client or email app?

[TrevorL]

Hi, thanks for getting back to me.

She's sending emails using BT Webmail, and the "reply to " indicator that the recipient sees is name@outlook.com, with her name incorrectly spelt.

[Michael_D]

Hi @TrevorL 

Welcome to the community.

I can understand the frustration with this.

The reply to address is not something you can change yourself, so if the wrong one is showing I'd recommend getting in touch with our email team, so they can have a look at how to get this resolved.

Michael

[TrevorL]

OK, thanks for the advice.

[Michael_D]

My pleasure @TrevorL 

Please keep me posted with how you get on.

Michael

[TrevorL]

Hi there

We spent 40 minutes on the telephone about 10 days ago with a BT Technical Advisor who wasn't able to solve the problem. Prior to that I had used the Chat facility to talk to someone but nothing we tried worked.

The BT Technical guy said he would escalate the issue - but we heard nothing and the problem persists i.e.  btinternet.com emails sent from the laptop appear with a reply to indicator to an outlook.com address.

As a further check, we set up the btinternet.com address on her ipad. She receives emails to her btinternet.com address on the ipad correctly but emails from her address won't send from the ipad!

Does this sound like her BT Mail account has been corrupted in some way? Is the solution to set up a completely new BT Mail account? 

I've run out of ideas. Any suggestions?

[Leanne_T]

Hi @TrevorL 

Thanks for coming back to us, I am sorry this is still happening. 

If this has been escalated for your neighbour, I would suggest getting back in touch with our BT Email Technical Support team. The team can check the account for any updates and let you know the what is needed to get this resolved. 

Thanks 🙂

Leanne.