https://business.forums.bt.com/t5/Broadband/Use-of-Live-Chat/m-p/96869#M18809 <P>If this is not the best board for this then please tell me what is!<BR />I have been trying for two days to get someone to resolve my issue of my emails not working (this should be in Email and Hosting I hear you say - just wait!).&nbsp;<BR />I have run my own email server for a number of years but 3 or 4 days ago I noticed that some of my emails were not getting to all recipients.&nbsp; Then I got returns from hotmail (1 from .com, 1 from .co.uk):<BR />Reason: 550 5.7.1 Unfortunately, messages from [my IP address] weren't sent. Please contact your Internet service provider since part of their network is on our block list (S3150). You can also refer your provider to <A href="http://mail.live.com/mail/troubleshooting.aspx#errors" target="_blank">http://mail.live.com/mail/troubleshooting.aspx#errors</A>. [Name=Protocol Filter Agent][AGT=PFA][MxId=11BDE5F5E1BE8552] [<A href="https://am3pepf0000a799.eurprd04.prod.outlook.com/" target="_blank">AM3PEPF0000A799.eurprd04.prod.outlook.com</A> 2026-08-06T12:47:30.363Z 08DEF2FAF229B46B]<BR />I have been trying to use Live Chat for 2 days to get someone to sort this out for me.&nbsp; Because it was hotmail (Microsoft) I even asked Co_Pilot to help.&nbsp; It's response was:<BR />You need BT to: ✔ 1. Submit your IP to Microsoft’s SNDS / JMRP ✔ 2. Request delisting from the S3150 block ✔ 3. Mark your IP as a legitimate outbound mail server ✔ 4. Ensure your reverse DNS is correct ✔ 5. Ensure SPF is correct I<BR />I had two AI's confirm that my SPF, DKIM and DMARC were correct and then tried again to make contact with BT through Live Chat.&nbsp; Some tips for BT<BR />1.&nbsp; When a customer uses Live Chat before 08:00 answer immediately with the fact that they have to wait until after 08:00 - saving a few minutes of the customer's time.<BR />2.&nbsp; Tell the customer what number they are in the queue and an expected response time (my doctor's surgery can).<BR />3.&nbsp; If the customer is no longer waiting after &gt;30 mins keep the conversation on record so it can be picked up again whey they return (particularly for Business customers who may have other things to do).<BR />4.&nbsp; After a short wait, offer the customer the chance to give (short) details of the issue and then when an agent does become available send them a copy of the conversationwith the customer's phone and/or email address - Live Chat asks this as part of it's preamble.<BR /><BR />A little long winded but at least it is constructive criticism!&nbsp; Perhaps now you know why I could not find an appropriate Board to lodge this in.</P> Fri, 07 Aug 2026 14:22:53 GMT 2B2C 2026-08-07T14:22:53Z https://business.forums.bt.com/t5/Broadband/Use-of-Live-Chat/m-p/96869#M18809 <P>If this is not the best board for this then please tell me what is!<BR />I have been trying for two days to get someone to resolve my issue of my emails not working (this should be in Email and Hosting I hear you say - just wait!).&nbsp;<BR />I have run my own email server for a number of years but 3 or 4 days ago I noticed that some of my emails were not getting to all recipients.&nbsp; Then I got returns from hotmail (1 from .com, 1 from .co.uk):<BR />Reason: 550 5.7.1 Unfortunately, messages from [my IP address] weren't sent. Please contact your Internet service provider since part of their network is on our block list (S3150). You can also refer your provider to <A href="http://mail.live.com/mail/troubleshooting.aspx#errors" target="_blank">http://mail.live.com/mail/troubleshooting.aspx#errors</A>. [Name=Protocol Filter Agent][AGT=PFA][MxId=11BDE5F5E1BE8552] [<A href="https://am3pepf0000a799.eurprd04.prod.outlook.com/" target="_blank">AM3PEPF0000A799.eurprd04.prod.outlook.com</A> 2026-08-06T12:47:30.363Z 08DEF2FAF229B46B]<BR />I have been trying to use Live Chat for 2 days to get someone to sort this out for me.&nbsp; Because it was hotmail (Microsoft) I even asked Co_Pilot to help.&nbsp; It's response was:<BR />You need BT to: ✔ 1. Submit your IP to Microsoft’s SNDS / JMRP ✔ 2. Request delisting from the S3150 block ✔ 3. Mark your IP as a legitimate outbound mail server ✔ 4. Ensure your reverse DNS is correct ✔ 5. Ensure SPF is correct I<BR />I had two AI's confirm that my SPF, DKIM and DMARC were correct and then tried again to make contact with BT through Live Chat.&nbsp; Some tips for BT<BR />1.&nbsp; When a customer uses Live Chat before 08:00 answer immediately with the fact that they have to wait until after 08:00 - saving a few minutes of the customer's time.<BR />2.&nbsp; Tell the customer what number they are in the queue and an expected response time (my doctor's surgery can).<BR />3.&nbsp; If the customer is no longer waiting after &gt;30 mins keep the conversation on record so it can be picked up again whey they return (particularly for Business customers who may have other things to do).<BR />4.&nbsp; After a short wait, offer the customer the chance to give (short) details of the issue and then when an agent does become available send them a copy of the conversationwith the customer's phone and/or email address - Live Chat asks this as part of it's preamble.<BR /><BR />A little long winded but at least it is constructive criticism!&nbsp; Perhaps now you know why I could not find an appropriate Board to lodge this in.</P> Fri, 07 Aug 2026 14:22:53 GMT https://business.forums.bt.com/t5/Broadband/Use-of-Live-Chat/m-p/96869#M18809 2B2C 2026-08-07T14:22:53Z