Apple Mail app issue

[mjk43]

I have a btinternet email address. My wife has a different one. 

Hers is working fine. Mine is not....that is to say, my webmail works fine but on the iPhone and the Mac, where I am using the Apple Mail App, I cannot send emails from my btinternet email address. I can send from my other email addresses and I can receive in all addresses including btinternet ....I just cannot send from btinternet. 

On the Mac, the error message tells me that the email cannot send and gives the reason "The server response was: Too many messages (2.3.2.3) from 217.155.162.11". This seems to be an ip address for Zen, my internet provider. 

On the iPhone, I am simply getting the error message "Cannot Send Mail ...check the settings..."

All the settings on both the iPhone and the Mac are as they should be.

[licquorice]

Unless you are paying £7.50/m for Premium Mail, your email account will have been downgraded to Basic Mail which is only accessible via webmail.

[mjk43]

Thank you

I am paying that subscription and I receive emails in the Apple Mail App so I guess it must be another explanation 

[gg30340]

Has this problem just started?

Were the email accounts set up from the same BT Broadband account?

Who was the BT Broadband account holder/customer when the email accounts were initially set up? 

Do you both have your own BTID and manage your email accounts from separate MyBT accounts or are the both managed from the same MyBT account?

Have you checked in your MyBT to see what the email account type is shown as? To do that log onto your MyBT using a web browser and go to "Your Products" then "Email, Manage" and at the top of the page it should show the email account type. It should show "Premium".

The email server settings as per the following link.

https://www.bt.com/help/email/manage-email-account/manual-settings/what-are-the-settings-for-outgoin...

[mjk43]

Thank you

It started working again spontaneously today. 

I spoke to our ISP, Zen, about the error message and they said that I should contact BT email as it sounds as though BT think that I am sending out mass emails (I'm not - at least not knowingly)

Is there an email address for "BT email technical help" so that I can send them a screenshot of the error message ?

Thanks

[Christopher_G · Accepted solution]

Hi @mjk43 

If you use the 'Message Now' option on our BT Email contact us page, they'll be able to look into this and take a screenshot from you, if needed.

Chris

[mjk43]

Sorry to say that BT promised to work out the cause but the only further communication I then had was from the wretched Bot telling me it was going to close the case

Utterly unhelpful

[Christopher_G]

It may be worth giving our technical support team a call so that they can look into it further and give you an update, @mjk43 

Chris