SMTP diagnostic: 554 Message rejected, policy (3.2.1.1) ID (697AF7F313EAA044)

[SimonBamboo]

Hello,

We are having real difficulties with sending company emails to btinternet.com addresses and have had for some months. Sending the same messages to other ISPs is fine:

**Error Details:**

SMTP diagnostic: 554 Message rejected, policy (3.2.1.1) ID (697AF7F313EAA044) - Your message looks like SPAM or has been reported as SPAM
Bounce type: Transient / ContentRejected
Recipient ISP: BTinternet

All of our messages are legitimate transactional emails.

**What we've already verified:**
- DKIM/SPF/DMARC setup - all correctly configured
- Not on any public blacklists
- Tried different recipient addresses
- Tested with simplified, low-content messages (no tracking links/pixels, clean text+HTML multipart)
- Aligned all visible content and links to bambooproptech.com domain
- Messages are still rejected with the same policy response

This traffic is 100% legitimate transactional email from our property technology platform.

We're at a loss as to what else we can do. Can anyone help investigate why our domain is being blocked?

[gg30340]

Make sure you comply with BT policy as shown in the folowing link and if you do, contact the BT  Postmaster, email address in link, and inform them of the issue.

Do not expect a speedy reply. You may need to contact them more than once but they will at some point respond.

https://www.bt.com/help/email/bt-email---best-practices-for-postmasters-and-senders-of-email

[SimonBamboo]

Thankyou, yes we did check the link and everything seems to comply.

I have emailed the postmaster twice now, will await their response. I will post on here the outcome.

[SimonBamboo]

We’ve been contacting BTinternet postmaster for several weeks without response. We’re not seeing issues with other ISPs.

Observed rejection:
SMTP diagnostic: 554 Message rejected, policy (3.2.1.1) - Your message looks like SPAM or has been reported as SPAM
Bounce type: Transient / ContentRejected
Recipient ISP: BTinternet

What we’ve already done:


- Tested with a simplified low-content message
- Removed tracking links/pixels
- Ensured content and links align to our domain
- Confirmed the same rejection still occurs

This is legitimate transactional email. We’d appreciate advice on:


- possible sender/domain/IP reputation issues
- any BT-specific remediation steps
- whether delisting or reputation reset is possible

I have also sent all details (which I cant include here) with everything needed for an investigation but still no response.

[licquorice]

I will flag this to the mods, they won't be able to help directly but hopefully can nudge the email team.

[SimonBamboo]

Perfect, thankyou!

[Peter_W]

Thanks for flagging this @licquorice.

I've sent the details of this thread over to our email team now.

@SimonBamboo if I get any updates or require any further details, I'll be sure to let you know, too.

Peter

[SimonBamboo]

Thanks @Peter_W much appreciated!