Certain emails not coming into my BT email account

[BurwellBlue]

Can someone help please - I am not receiving all my BT emails, in particular emails that are sent from automated systems ie Hospital appointments, AA reminder, energy supplier notifications, estate agent valuation, membership emails etc, etc. All the settings are correct, the emails are not in spam or trash, the sender is added to my safe senders list, there are no rules blocking such senders. Personal emails from individuals do still come in OK. It seems to be emais from auto-systems or databases.

I have called these suppliers who have resent these notification emails while I am on the phone to them – and they still don’t come in. I have also had chatonlines with donut BT webchat advisers (or EE who knows?!!) but might as well speak to a wall, I have tried calling but get through to other donuts who just follow their ‘check your spam’ scripts.

This has being going on for a month or so and I have missed a hospital appointment, an offer letter, an insurance renewal and my energy supplier putting my DD up without my knowledge. WTF

It may have coincided with EE taking over the account, but have you ever tried talking to EE about an issue with your email – what a sh*t show and I am getting nowhere! I need a hero please as this is driving me nuts!

[Christopher_G]

Hi @BurwellBlue 

Welcome to the community.

Could you try the steps on this BT Email help page please? There are a few things to check on there, such as the 'block' list and filters/rules.

Chris

[BurwellBlue]

Hi Chris - thanks for your reply. I have already been through that page thoroughly and multiple times through my rules, blocked senders etc etc and they are not in spam, thrash, inbox or other. 

It seems to be emails from other data systems or crm's that send out automated emails such as appointment reminders, renewal emails, quotes etc ie Hospital, energy, insurance. etc as opposed to personal emails from individuals.

Been trying to discuss by phone and chat with BT/EE but it is almost impossible to get through to someone who actually listens and understaands  - all I get is an inexperienced script follower who knows less than I do.

[Ali_A]

@BurwellBlue 

Is it automated emails from all companies that you're not receiving emails from, or just selected ones? 

Is it something that has only started recently? 

Have you been able to check they have your email address down correctly? 

Ali 

[BurwellBlue]

Hi Ali - Thanks for replying

Yes I have checked they have the correct email address and they are also suppliers that I have received multiple emails from in the past ie Ovo energy bill.

It seems to have started recently, in the last couple of months, or since my account was taken over by EE. It seems to be emails from 2-step verification providers sending security codes like Fasthosts, certain automated email platforms ie AA Membership renewal and also attached pdf jpeg files etc.

I have 3 webmails (2 for work), none of which comes into a desktop emai prog like Outlook, so my antivirus is not stopping them, but all content comes in to my other 2webmails without issue. It is as if BT/EE are being over zealous in preventing content coming into the BT platform that I actually want, but I can see no options in settings to control this. 

As for trying to get through to BT/EE to discuss, this is pointless. Thanks in anticipation of you direction.

[Tarby]

I am having exactly the same problem (for past two months or so) and now have to ask people to send my E-Mails to my work address (not BT) and copy them to my BT address as well.

They always arrive in my work inbox but not my BT inbox.

I have tried everything suggested above to rectify matters (much like the person who initially raised this query).

PLEASE HELP !!!

[Christopher_G]

Hi @Tarby 

Is it possible that you have any rules set for your emails to discard any containing a specific word that is included in the emails that you're missing? May be worth cross referencing your keyword rules with the emails that you are receiving on your work email address.

Chris

[Tarby]

I don't have any rules set up...

[Christopher_G]

OK, thanks @Tarby 

Have you spoken with our Email Technical Support team? They'll be able to look into this and try and help get it sorted.

Chris

[BurwellBlue]

Hi Chris - Thanks for asking. Yes i have, but no they haven't resolved it. They have now asked me to call my suppliers and service providers that I was expecting certain emails from, and to ask them to trace within their system what emails they have sent to me, on what date, at what time, amd from what email address.  I can see it now "Hello Ovo - can you tell me the date and time you sent me an email that I never recived, and didn't know I hadn't got please" !!!!

I need to do that with 5-6 suppliers that I can think of where there are missing emails and they will all think I am a nut job! It is clear to me that there is some issue related to email security levels since changing over from BT broadband to EE and that this is a sytem wide issue and not specific to me, though they will not admit that.

I am now awaiting a further call back from the email team in 3 weeks time before which I have to contact email senders to ask them about emails that I didn't know that I was expecting, though some i was expecting that never arrived. EE should change its name to MM because this is a Mickey Mouse of a service! That said, thankyou for asking.