Emails routed from BTConnect account not being received

[LeonAbena]

Hi

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

[garlangreeny]

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

[LeonAbena]

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

[MHC]

You have a PM from me ...

[DaveA]

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

[LeonAbena]

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 

[DaveA]

Hi Leon,

Have sent you a PM.

Dave

[MHC]

---

@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.

[DaveA]

Hi,

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

Hopefully it should all be sorted by this time tomorrow.

🙂

Dave

[LeonAbena]

Hi MHC

Any chance of sending another test email please?

Thanks

Leon