topic Re: Missing emails from btconnect.com! in Archive

Missing emails from btconnect.com!

Tom-Bistro507 — Wed, 20 Jan 2010 08:24:27 GMT

We have had emails sent to us going missing recently....well more like never being received! The sender doesn't get an error message their end so assumes all is well

If however I get them to resend it to a different bt.connect.com account this seems to work. As a business our company email address is advertised so I cannot afford to loose emails in this way

HELP?....ANSWERS?.....SUGGESTIONS?.....WHY?..... I can give examples of addresses where emaisl have been sent that have never been delivered

Come on BT tech guys...answer and solve this please ASAP!!!

Tom

Re: Missing emails from btconnect.com!

spank — Wed, 20 Jan 2010 11:30:12 GMT

Hi there,

If no return messages are being received then the email is being sent and received successfully. I would check for forwarding on the mailbox in the business portal, make sure its not being sent elsewhere.

Also, if someone has a mail client set up for that email address then they will be downloading the email and removing it from the server, might be worth changing the password on it.

Try sending yourself a test message using the webmail (email.btconnect.com) and keep hitting the receive button to see if it comes back in, keep refreshing the inbox and watch to see if it dissappears on its own. This will confirm someone is downloading your email.

Thanks

Re: Missing emails from btconnect.com!

Guyla — Thu, 21 Jan 2010 10:28:28 GMT

Me too

Joined BT three weeks ago - new business start-up

Have had endless stream of phone calls from people saying their replies to my emails have been bounced back by BT as undeliverable

I would have no way of knowing how many emails have just 'vanished' but I have suspicions that some people I know who, out of experience, would normally reply at once, don't seem to have.

Reported this to BT 4 times now

No joy - despite assurances that it is fixed, it is still happening.

Beginning to get fed up and that is after only three weeks

If you're reading this BT, see this morning's email complaint - ref 100121 000184

Guy

Re: Missing emails from btconnect.com!

spank — Thu, 21 Jan 2010 10:44:42 GMT

Hi there,

Is it only replies that fail? If they send direct to you does it work OK?

Thanks

Re: Missing emails from btconnect.com!

Guyla — Thu, 21 Jan 2010 11:25:11 GMT

Not sure - what's your point ?

Re: Missing emails from btconnect.com!

Guyla — Thu, 21 Jan 2010 11:26:22 GMT

Sorry - mean to say 'thanks' - I am a little frustrated by this !

Re: Missing emails from btconnect.com!

spank — Thu, 21 Jan 2010 11:52:04 GMT

Thats ok, it can be annoying.

When you create a new email, the address is either manually typed or taken from the contacts list. When you reply to an email, you use the 'reply to' address provided by the sender. Depending on how the message is being sent to you will depend on the problem and it will be useful to see if both methods cause a problem or just one.

Hope thats a bit clearer 🙂

Thanks

Re: Missing emails from btconnect.com!

Guyla — Thu, 21 Jan 2010 11:57:36 GMT

I am guessing here, but I think the majority (possibly all) are 'reply to' messages.

But it isn't all such messages that are affected.

Some 'reply to' messages have definitely got through - I would guess the majority - only some are bounced back

Thanks

Re: Missing emails from btconnect.com!

spank — Thu, 21 Jan 2010 12:09:57 GMT

Can you send me an email to my tesco address if you don't mind and I'll reply to it, see if I get the same problem. I'll PM you the address.

Re: Missing emails from btconnect.com!

Guyla — Thu, 21 Jan 2010 12:23:24 GMT

Very happy to - what's your address ?

Sorry - thought you must be a BT bod - you're very kind doing this.

Re: Missing emails from btconnect.com!

spank — Thu, 21 Jan 2010 13:16:16 GMT

No worries, click your envelope icon at the top of this page, I've sent you a private message.

Re: Missing emails from btconnect.com!

Ben_BTBusiness — Thu, 21 Jan 2010 14:26:44 GMT

Dear Guyla,

I have asked the Email helpdesk to review this case. Hopefully we'll get you going!

Kind regards.

Re: Missing emails from btconnect.com!

spank — Thu, 21 Jan 2010 16:17:32 GMT

The message being returned is

Your message did not reach some or all of the intended recipients. Subject: 3 Sent: 18/01/2010 19:53 The following recipient(s) could not be reached:

email@btconnect.com on 18/01/2010 20:00
The e-mail account does not exist at the organization this message was sent to. Check the e-mail address, or contact the recipient directly to find out the correct address.

c2beaimr03.btconnect.com #5.1.1 SMTP; 550 5.7.1 Unable to relay for email@btconnect.com>

This looks like a problem with BT's exchange server, if you got a few of these return messages together the mail team may be able to raise it as fault for you, otherwise you will likely have to call the helpdesk armed with this information.

Sorry I can't be any more help than that.

Thanks

Re: Missing emails from btconnect.com!

Guyla — Sat, 23 Jan 2010 17:39:32 GMT

Spoke to your Dundee set up today (Saturday) - Mr Ferguson

I have since tested it lots from my Tiscali account.

Bounceback appears to be occurring when the BT server does not recognise guy@linley-adams.co.uk as an alias for linley-adams@btconnect.com

Can you let him know ?

Also why when I send a message out from Outlook Web Access are my emails being received (for example by my tiscali address) as being from linley-adams@btconnect.com and NOT the alias guy@linley-adams.co.uk

Why is nothing ever simple ?

Thanks

Guy

Re: Missing emails from btconnect.com!

Guyla — Mon, 25 Jan 2010 20:58:34 GMT

Problem now with Backroom, whatever that is - still getting messages to me sent back to senders

They were going to call me today Monday 25th January, but they didn't.

First reported fault on 11th January - that's two weeks now.

Service is frankly useless.

No-one has thought to apologise yet either......

Please could you pass this to your boss, his or her boss and the boss above him or her.

Utterly disillusioned

Guyla

Re: Missing emails from btconnect.com!

Guyla — Tue, 26 Jan 2010 10:03:00 GMT

Is there anyone out there ?

Does anyone at BT care about this ?

Re: Missing emails from btconnect.com!

Guyla — Wed, 27 Jan 2010 09:47:24 GMT

It is now 27th january and this is still not fixed.

I have almost given up hope that BT will ever bother to do anything about this.....

People still getting bounceback messages this morning when trying to e-mail me.

Can anyone suggest who I go to next to complain ?

How do I claim compensation from BT for this ?

Guyla

Re: Missing emails from btconnect.com!

spank — Wed, 27 Jan 2010 11:08:59 GMT

Best bet is to escalate through the helpdesk, they have a complaints process in place that will help.

Re: Missing emails from btconnect.com!

Guyla — Wed, 27 Jan 2010 12:31:14 GMT

Thanks

Re: Missing emails from btconnect.com!

Guyla — Wed, 27 Jan 2010 12:39:43 GMT

Sorry...hadn't finished my reply.....

Thanks, but I have already done this to no avail

I have spoken to Dundee email issues (Peter Ferguson and David Harding and someone this morning called Drew) who say they have referred my problem to the 'Back Office' who have had it now since last Friday.

I have also spoken to and chatted to on-line on various occasions the following BT staff.....Mark, Jo, Chris Gray, Ross, Lisa , Andrew and Mohammed.

This has now been going on for 20 days.

There a manager called Amy in the Back Office allegedly delaing with it - I am not allowed to her surname or conact details as she is 'not customer facing' (not a hint of irony there then....)

They seem to be doing absolutely nothing at all to solve the problem.

I want to scream.

Any advice from anyone ?

Guy