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Replying to an email is not always using the reply address

I manage a computer system that allows certain people to send out an email to approx 10 members (all go out individually). I have noticed of late that those people using BT Webmail, when they reply,  have their email replied to the sender ( a generic address) rather that what appeared in the reply field. I have tested this using my email address and it works fine.

Can anyone throw any light please on why only certain BT Webmail users have this problem ?, and in fact, I'm not sure it always happens, even to those that go wrong sometimes. ie I can't recreate the issue.

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