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jk6
Beginner
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Message 1 of 8

not receiving some emails

This month I have noticed that I am not receiving some emails. Note that these emails do not go to my spam folder, and the senders are not on my blocked list. Other emails continue to come through as normal though.

As an example: last night I purchased things on two different websites. The receipt for one came through, the receipt for the other did not. I used the same email address for both.

Is anyone else experiencing this? It is extremely worrying. Please can someone from BT look at this ASAP.

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gg30340
Distinguished Sage
Distinguished Sage
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Message 2 of 8

Re: not receiving some emails

Have you checked your blocked list for the domains, ie @gmail.com for the emails that are not being received?

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jk6
Beginner
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Message 3 of 8

Re: not receiving some emails

yes, I have no blocked domains or individual addresses

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gg30340
Distinguished Sage
Distinguished Sage
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Message 4 of 8

Re: not receiving some emails

You could try adding either the sender's email address or the sender's domain to your "safe sender" list to see if that helps failing that it may be that the sender is not complying with BT's "best practice".

If you can, you will need to contact the sender to advise them and request that they check their systems and if need be contact the BT Postmaster to see if it can be resolved.

BT Email - best practices for postmasters and senders of email | BT Help

 

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jk6
Beginner
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Message 5 of 8

Re: not receiving some emails

i have tried adding to safe sender list now... doesnt help for previous emails though.

do BT have a record of all attempted deliveries to my email address? I would like to be able to check that rather than having to guess and email people to tell them that they might need to contact me on a different address...

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gg30340
Distinguished Sage
Distinguished Sage
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Message 6 of 8

Re: not receiving some emails

I have no idea if BT would keep such a record.

You would need to contact BT 0800.800.150 and ask for a representative from the email team however I doubt that they would release the information even if they did keep it. Given that there are no doubt thousands or even hundreds of thousands or more of spam emails blocked every day by BT the list would be endless.

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jk6
Beginner
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Message 7 of 8

Re: not receiving some emails

is there an email address I can contact? I don't have the time to sit on the phone dealing with this issue, but it is critical and needs to be looked at

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gg30340
Distinguished Sage
Distinguished Sage
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Message 8 of 8

Re: not receiving some emails

You can deal with it as a complaint by using BT's on line form.

Complaints | BT Help

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