Emails Sent but not received by Recipient

[Alan07]

Hi

I have an intermittent problem with emails showing in my Sent box but not being received by the Addressee. There are no error messages received. It is not limited to a single addressee (I have tried with several) and they are not ending up in the addressee's spam folder. Unreliable email is almost useless so would appeciate it if anyone has any ideas.

Thanks

[Leanne_T]

Hi @Alan07 

Thanks for coming to the community. 

Could you try sending a test email to your own email address, do you receive this? 

Our BT Mail problems - I don't seem to be receiving some or all of my emails help page has some troubleshooting to try if emails are not being received. 

Please give these a go and let me know how you get on. 

Leanne 🙂

[Alan07]

The problem is that this is an intermittent issue, so when I try that now it works but I cannot be sure it would always work.

the link you posted is for me receiving email. This is not the issue, it is email I am “sending” which does not arrive.

[Leanne_T]

Hi @Alan07 

Sorry if this was not helpful to you, it would be good to know if the contacts not receiving your messages have tried these steps, as it could be they have one of the rules set up. 

If this is not possible and the issue is intermittent, have you tried restarting your router if this happens when you're at home?

Could I also just check, are you using a third party client, web browser or the app to access and send emails? 

Leanne.

[gg30340]

How are using your email account. Is it with a web browser or an email client or app and if so which one?

How many and which devices are you using your email account on?

If you use more than one device does it happen on all the devices or only when you use a specific device?

Are the people you are sending to using the same domain?

Are they using their own email domain?

Do you use a VPN. If you do have you tried turning it off to see if that is causing the issue?

[Alan07]

This occurs at various locations and so is not router related.

it also occurs on both email client and web

[Alan07]

How are using your email account. Is it with a web browser or an email client or app and if so which one? Both

How many and which devices are you using your email account on? Four

If you use more than one device does it happen on all the devices or only when you use a specific device? Not restricted to a specific device

Are the people you are sending to using the same domain? No

Are they using their own email domain? Varies

Do you use a VPN. If you do have you tried turning it off to see if that is causing the issue? I do, I have and it isn’t

[gg30340]

Can you expand on questions 1 and 2 with all the info I requested. ie Laptop device Edge browser etc.

[Alan07]

How are using your email account. Is it with a web browser or an email client or app and if so which one? Firefox and Edge browsers plus iOS email app

How many and which devices are you using your email account on? Desktop, laptop, tablet and phone - mix of Windows, MacOS and iOS - all latest incarnations

[gg30340 · Accepted solution]

As you probably know you would appear to have ruled out it being anything to do with your own home network or it being anything specific to a certain device or method which you use.

I can not suggest what could be causing it other than it would appear to a problem with your actual email account or the BT servers you were connecting to. As with all intermittent problems I suspect it will not be an easy fix and I doubt there will be anthing the forum users can suggest.

I think you will need to call BT 0330.1234.150 and ask for the email team who may be able to help. If you do get it fixed can you post back whatthe cause and fix was.