topic Re: Emails routed from BTConnect account not being received in Archive

Emails routed from BTConnect account not being received

LeonAbena — Tue, 07 Aug 2012 15:52:35 GMT

We are having an issue with any business emails sent to us from customers with a BTConnect email account.

The customer receives a bounce back with error message '

leon@abena.co.uk
The recipient's e-mail address was not found in the recipient's e-mail system. Microsoft Exchange will not try to redeliver this message for you. Please check the e-mail address and try resending this message, or provide the following diagnostic text to your system administrator.

This is my email address and is a valid address on our Exchange server.

The customer has sent me a copy of the failed email header and it reports as having been rejected by 'hesa05uker.he.local' which I believe to be a BT server.

I've also run a diagnostic on the email header through MXToolBox and it shows the following hops:

1	*	customermail.local	customersmail.local	mapi	8/7/2012 12:07:01 PM
2	1 seconds	host81-137-42-241.in-addr.btopenworld.com 81.137.42.241	c2beaomr09.btconnect.com	ESMTP	8/7/2012 12:07:02 PM
3	*	mail.btconnect.com 10.87.21.73	hesa05uker.he.local	Microsoft SMTPSVC(6.0.3790.4675)	8/7/2012 12:07:01 PM

NB: I've changed the customers actual email in above for security

As you can see from this, the email never reaches our own servers, and is being rejected by BT.

From the information I can gather, it seems this may be an issue with the BT DNS servers not relaying out mail but treating it as BT email??

I've also done a telnet test to check if relay is working on the BT servers, and it doesn't appear to be.

Our mail is on mail.abena.co.uk

If these same customers email to another account eg my personal BTInternet account it works fine, and if they email us from a non-BT account it also works.

Any help would be much appreciated as this is affecting a number of our customers now.

Many thanks

Leon

Re: Emails routed from BTConnect account not being received

garlangreeny — Wed, 08 Aug 2012 03:50:39 GMT

Have you already contacted BT regarding this matter? Giving them a call would be better.

Re: Emails routed from BTConnect account not being received

LeonAbena — Wed, 08 Aug 2012 09:17:40 GMT

I've tried speaking with BT, but as we are not a BT customer ourselves they will not deal with us. I'm trying to see if I can get one of our affected customers to contact them on our behalf.

Out of interest, do you have a BTConnect account yourself? Would be interesting to see if you were able to email our domain. Would confirm our suspicions it's a BT issue.

TIA

Leon

Re: Emails routed from BTConnect account not being received

MHC — Wed, 08 Aug 2012 10:57:30 GMT

You have a PM from me ...

Re: Emails routed from BTConnect account not being received

DaveA — Wed, 08 Aug 2012 12:51:04 GMT

Hi,

MarkP was talking about this thread this morning, and I called it. I knew exactly what the issue was (even before checking), but I'm curious to know whether MHC's PM has shed any light on it.

🙂

Dave

Re: Emails routed from BTConnect account not being received

LeonAbena — Wed, 08 Aug 2012 13:08:09 GMT

Hi Dave

MHC sent an email to me from a BT Connect account and was getting the same error messages back. Also tried sending MHC an email and MHC replied to that and got same error message.

If you can fix this for me I'lll be the happiest IT man on the planet!!

Thanks

Leon

Re: Emails routed from BTConnect account not being received

DaveA — Wed, 08 Aug 2012 13:15:36 GMT

Hi Leon,

Have sent you a PM.

Dave

Re: Emails routed from BTConnect account not being received

MHC — Wed, 08 Aug 2012 14:46:40 GMT

@DaveA wrote:
Hi,

MarkP was talking about this thread this morning, and I called it. I knew exactly what the issue was (even before checking), but I'm curious to know whether MHC's PM has shed any light on it.

🙂

Dave

DaveA,

In my PM I just offered to send Leo an email from one of my accounts. Did not want to put my email address on display.

I sent it, it sat it my outbox until I did a Send/Receive update and at tha point it went out from here to teh BTConnect server.

I have about 10 email accounts that synchronise, so it takes 5 seconds or so to run through them all if there are no messages to download.

When the Send/Receive update was complete, I initiated another and the failure message was there - so failing within a few seconds. The failure message was teh same as already reported.

If you want a copy of the message bidy, I can provide it.

Re: Emails routed from BTConnect account not being received

DaveA — Thu, 09 Aug 2012 14:56:03 GMT

Hi,

No it's cool, but thanks for helping out.

Hopefully it should all be sorted by this time tomorrow.

🙂

Dave

Re: Emails routed from BTConnect account not being received

LeonAbena — Fri, 10 Aug 2012 10:12:05 GMT

Hi MHC

Any chance of sending another test email please?

Thanks

Leon

Re: Emails routed from BTConnect account not being received

DaveA — Fri, 10 Aug 2012 14:00:38 GMT

Hi,

Did it work

/suspense

Dave

Re: Emails routed from BTConnect account not being received

LeonAbena — Fri, 10 Aug 2012 14:37:36 GMT

Hi Dave

We did get one email today, but waiting on a couple from our bigger customers just to be 100% sure!

I'll keep you posted.....

Thanks

Leon

Re: Emails routed from BTConnect account not being received

MHC — Fri, 10 Aug 2012 17:14:17 GMT

Leon - did my emai get through to you ?

Re: Emails routed from BTConnect account not being received

LeonAbena — Fri, 10 Aug 2012 17:25:38 GMT

MHC - Yes it's got throught

Although for some reason, it got caught in our spam filter

~Thanks for all your help.

Re: Emails routed from BTConnect account not being received

iptables101 — Sat, 11 Aug 2012 19:06:46 GMT

Hi. What spam filter are you using? Is it a client or just the default filter from your email provider?

When you receive an email from BT, what does the sender's name look like? Maybe add it in your white list?

Re: Emails routed from BTConnect account not being received

DaveA — Mon, 13 Aug 2012 14:34:49 GMT

\o/

Win!!

Glad to help.

🙂

Dave

Re: Emails routed from BTConnect account not being received

LeonAbena — Tue, 14 Aug 2012 09:23:39 GMT

Hi Dave

Thanks for all your help on this. Still waiting on our customers to actually email us(!) but as got the email from MHC I reckon you've fixed the problem

Thanks again.

Leon

Re: Emails routed from BTConnect account not being received

LeonAbena — Tue, 14 Aug 2012 09:25:22 GMT

Hi IPtable101

We use Untangle, so just added the email address to the safe-list. Just couldn't understand what in the email triggered the spam filter as it was only a simple 'Hello'!