Unable to send any emails

[claurosani]

Since yesterday, any emails I've been trying to send are stopped by an error message:

I've sent a test message to my work email, with only 3 words and even this didn't send although it had no URLs or anything that could be misinterpreted as spam, malware or otherwise. This is happening with EVERY email I try to send, whether it's a new one or something I've received that I'm trying to forward to my other email addresses so that I can reply to it (!!!) I appear to still be getting emails ok.

What is going on here? This is clearly a mistake and very, very annoying.

EDITED to add: I'm using the web browser to send emails. I don't often use the phone app to send emails but I've just tested and this seems to be working ok.

Please help,

Claudia

[Hazey]

Claudia - so sorry you are having this problem, I had similar when I tried sending an email to a little group I am in, it had several urls and links to well recognised charity organisations- it came up error - with wording just like what you received. I ended up taking the four urls/links out and sending without and changed wording in case that was being misconstrued in some way - it sent perfectly. Hope you can get the help you need.

[imjolly]

@claurosani 

are you currently a BT broadband customer or do you pay for premium email?

[claurosani]

I'm a BT broadband customer.

[claurosani]

Thanks for the suggestion - my test email didn't have any links in it and only one sentence and still it didn't work. I think there is an error somewhere as it's come up suddenly and affecting every single email I try to send.

Claudia

[gg30340]

If it works OK when sending on your phone thee would appear to be nothing wrong with your BTMail account.

Have you tried clearing your web browser's history and cookies? When you do that make sure that you select the option "Clear All Time" if your browser offers that option.

If that does not help it may be a BTMail server issue. Try turning your BT hub off for about 30 minutes. When you turn it back on you should have been issued with a new IP address and hopefully connected to a different email server.

[claurosani]

Thanks for the suggestion: I will have to try this later as turning off the hub for 30 minutes is tricky when also trying to work!

Clearing all the cookies does sound like a rather drastic solution and I worry that it may not work as I have read of others having the same issues, deleting cookies/turning off routers and still having the same problem but  now with the added challenge of having to use my browser without cookies which may affect some settings I need for my work tasks.

I'll be interested to know if there is another way?

Claudia 

[gg30340]

How is clearing cookies a "drastic solution". You will no doubt have hundreds if not thousands of cookies that you do not use or need if you have never cleared any.

How do you think any cookies related to your work got on your device in the first place. If there are any that you require for your work you will be offered them again the next time you use that web page or web program.

You could trawl through your cookies and only delete the BT ones if you would rather do that or just accept that one solution for "possibly" fixing your problem is not viable to you like wise for the turning off the BT Hub.

If you are not prepared to try what is offered as a possible solution why bother posting on the forum.

Good luck in getting it sorted but I won't be investing anymore of my time on this thread.

[Peter_W]

Good morning @claurosani.

I would definitely recommend trying the steps that @gg30340 has mentioned here, as often email issues can be linked with the dynamic IP that you've been assigned.

The steps around cookies and cache are definitely worth trying too, as we did have a number of issues earlier this year where customers were struggling with webmail due to having older cached data following an update to our platform.

If you'd prefer not to clear these, you could also try logging in from a totally different device via private browsing to see if the issue carries over.

Peter

[claurosani]

Hello,

I am sorry if I offended you in some way - it wasn't my intention and I apologise. 

Claudia