Not getting e-mails from our vet

[Algy]

Told by Bt tech depot that the vets is on "the white list" so are looking deeper into the problem, very helpful staff on end of phone. 

[gg30340]

@shadders 

Did you check not just for the email address but also that the company domain, the part after @ is not blocked?

If it is not there you will need to contact BT 0330.1234.150 and ask for the BTMail Team and explain your problem to them.

[shadders]

Hi,
I have not added anything on the blocked senders list. For the IEEE as stated, nothing since November 2024, then one on the 15 September 2025.

For Experian, some e-mails are received, but others are not, such as alerts, where this failure is intermittent.

If other are reporting their failures, and it is being looked into more deeply, then the error (hopefully) will be corrected for all too.

Thanks and regards,
Shadders.

[Michael_D]

Hi @shadders

I'd recommend getting in touch with our email team as @gg30340 suggested.

They can have a look at your account and check to see what is going on, just in case it isn't something general and needs them to investigate.

Michael

[Algy · Accepted solution]

Been in contact with tech dept.They told me to clear out the blocked sender list completely,delete the lot! Did a test email with the vets,seems like we have a two way communication again.Told to rely on BT filter system more.So hope  this solution let help others on the forum.

[gg30340]

You stated in your first message that you had checked your "Blocked Senders" list. Either you must have missed the vets email address and or email domain or it is just coincidence that clearing all your blocked senders, which you said did not contain the vets, just happened to fix the problem. 

[Algy]

Yes I did check if the vets was on the block sender list, it was not, told by Bt tech some that some of block senders could be linked to vets email some how, or as you say could be coincidence... watch this space.... 

[gg30340]

I fail to see how an email address can be linked to some other email address except if they were on the same domain and you had blocked that domain.

Did you also check if the vet's email domain (the part after @) was on your blocked senders list?

[Algy]

Could not see any@ but must have been thro' a linked domain as I was told by Bt tech depot. See how we go on anyway. Wondered where all the blocked email went tho... 

[Algy]

Had to see the vet, today with one of our dogs, Sunday rates, not too serious a health problem for her. The vets sent us an email receipt, so all is working! Thank's for all help given👍