554 policy (3.2.1.1) - legitimate business emails blocked to btinternet addresses

[Lyra1]

Hello,

We are a UK online retailer and our customer service emails to btinternet.com addresses are being rejected with error 554 policy (3.2.1.1) "Your message looks like SPAM or has been reported as SPAM".

These are legitimate one-to-one replies to customers who have contacted us about their orders. Emails to all other providers (Gmail, Outlook, Sky, iCloud) are delivering normally.

Our domain passes SPF, DKIM and DMARC (10/10 on mail-tester). We send via Zoho Mail EU.

Sending domain: lyra-london.uk
Sending server: mail.zoho.eu

Bounce details:
Remote-MTA: mx.bt.prod.cloud.openwave.ai
Status: 554
Diagnostic-Code: Message rejected on 2026/07/26 18:55:16 BST, policy (3.2.1.1) ID (6A2793FC0C4ECF2D)

Could you please check whether our domain has been added to a block list and have it removed?

Thank you.

[licquorice]

This is a customer to customer self help forum, you are not talking to BT.

You need to contact [email protected] 

[Lyra1]

Thanks for the reply. I understand this is a community forum — I've also written to [email protected] in parallel.

I posted here because I've seen several similar threads where a BT moderator was able to look into a domain being incorrectly listed and get it resolved, as the postmaster mailbox doesn't always respond.

If any moderator is able to take a look at this, I'd be very grateful. Our domain passes SPF, DKIM and DMARC and these are one-to-one customer service replies, not bulk mail.

[imjolly · Accepted solution]

@Lyra1 

The forum mods no longer have account access so you need to wait for reply from postmaster