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Message 1 of 9

Can't receive emails from other servers

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I'm the account holder. I gave an email address to my wife and it worked fine for a while. Suddenly, she can't receive any emails unless they are from a BT address. It seems that mail from other servers (e.g. gmail) is being blocked, but her blocked sender list is empty. Ideas, anyone?

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Message 2 of 9

Re: Can't receive emails from other servers

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Are you sure there is nothing in the list?

Log onto your BTMail account using a browser, not an email client/app, and then click on your username at the right hand side. Select "Settings" then go to the left hand side and select "Mail". Scroll down and click on "Blocked Senders". Scroll down the list until you find the email address or the domain eg gmail then to unblock it select it. Click on "delete".

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Message 3 of 9

Re: Can't receive emails from other servers

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I logged in using my wife's email address and did as you suggest. The blocked senders list is blank. So despite the green tick appearing, the problem hasn't been solved.

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Message 4 of 9

Re: Can't receive emails from other servers

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Other than BT email addresses is it every sender that is blocked or just gmail and is it more than one sender's email address?

How does she access her email account. Is it using an email client/app or does she use a web browser?

Does she access her email account on more than one device?

Have you check to see if her devices antivirus or malware program is blocking the emails?

Have you checked that there are no "Rules" set up in the email account's settings?

Have you checked the spam folder?

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Message 5 of 9

Re: Can't receive emails from other servers

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If I send her a message, she gets it. If anyone else does, from a non-BT account, she doesn't.

She uses an app on her phone and web browser on PC. Same result each time.

The antivirus on the phone and PC are different, so unlikely to be the cause.

There are no rules set up, and no blocked senders/domains.

There is nothing in the spam folder.

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Message 6 of 9

Re: Can't receive emails from other servers

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Which email app is she using on her phone and how is the email app set up. Is it an IMAP account or a POP3 account? If you are not sure you can check in the email apps settings.

To try and determine where the problem may lie can you stop the email app checking for emails on her phone by turning her phone off and then get a friend who is not a BTMail account holder an email to see if it gets through to her BTMail account on her PC.

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Message 7 of 9

Re: Can't receive emails from other servers

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It doesn't say whether it's imap or pop in the app settings, but we're pretty sure it's imap. I sent a message from my gmail account while the phone was switched off and it arrived. We'll see what happens over the next few days. Thanks for your help.

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Message 8 of 9

Re: Can't receive emails from other servers

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IMAP synchronises with the BT servers which means if your wife deletes an email on her phone it will also be deleted on her PC and vice versa.

Depending on which email app you are using there may be a setting on the app that you can set to block/delete emails and if that is the case it would also delete them from the BT servers which would stop them from getting through to her account.

You will need to check the phones email app to see if that is the case.

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Message 9 of 9

Re: Can't receive emails from other servers

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After spending some time on the BT Live Chat line, it appears that the problem was probably as you have outlined. Having received advice on how to restore the phone's settings, emails are now coming through as normal, both on the phone and PC. Thanks again for your help.

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