Blocked Sender

[licquorice]

Hmm, there is something that the BT mail servers don't like about your sister in law's emails. I wonder if she has been infected with a virus or trojan and is unwittingly sending out infected emails. The BT spam filters are notoriously sensitive whereas other mail systems may not be so picky.

Might be worth asking her to do a full Malwarebytes scan with the free version.

https://www.malwarebytes.com/

[gg30340]

It could be that your sister's email account has been compromised and the email address is being used by spammers. 

Get her to do a scan as advised above and she may need to contact gmail to have them check her account.

[Grumpysam]

Thank you both for this.  I'll definitely get her to do a scan of her phone and, if it's negative, I'll get her to speak to gmail.  Of course one of the problems with a blocked email is that you can't see what was received by the blocker, whether it was what was sent or whether it had been changed en route.

I'll report back as soon as I can.

[licquorice]

If she's sending from a phone, get her to try sending by the opposite means to how she normally sends. I.e if she normally sends via wifi try sending via mobile data or vice versa.

[Grumpysam]

Slight delay in getting my sister-in-law to scan her phone: she's away holiday and isn't confident doing it on her own.  Bear with me and I'll let you know the outcome as soon as I can.

[Grumpysam]

Sister-in-law now back in circulation and we have now: 

Installed malwarebytes on her phone as suggested.

We have performed a full scan which detected 2 critical issues and 1 non-critical issue.

We asked malwarebytes to fix the issues.

We carried out another full scan - no malware found.

We sent an email to me which was blocked.

We carried out another full scan - no malware found.

We sent another email to me which was, again, blocked.

We looked at the blocked message where there was the following info:

"Your message to XXX@btinternet.com has been blocked.  See technical details below for more information.

The response from the remote server was: 

554 Message rejected for policy reasons (2.1.2.3) on 2023/05/22 16:56:53 BST"

This seems to put us back to the beginning again - her phone sends messages to BT but they are blocked.  Once again, any suggestions would be most welcome.

[Les-Gibson]

@Grumpysam 

Just a reminder that this is a public forum, you may wish to delete your email address from your last post

[Grumpysam]

Thanks, I'll remember that in future.

[NeilO]

Hi, @Grumpysam I think it would be beneficial to get our email experts to look at this as it may be a case your sister in laws email has been blocked and the filters will need updating. I'll send you a private message in a moment so you can get in touch with the moderation team and we'll be happy to get this looked into.

Thanks

Neil

[Grumpysam · Accepted solution]

Thanks to everyone who helped with this problem.  It turns out that BT had blocked my sister-in-law's phone as it was suspected of sending scam emails.  The dear lady would never have the skills to do that, which makes me think that her phone had a virus which was cleared by the scan which someone on this thread kindly suggested.  BT have now unblocked her phone and I have just carried out a test and everything is back to normal.  

Again, my thanks to everyone who contributed to the solution.

Grumpysam