Missing emails from btconnect.com!

[Tom-Bistro507]

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

[Guyla]

Just in case anyone thinks I am making this up....here's two bounceback messages - one from 09/01/10 and one from 26/01/10. I have plenty more.

Guy

Your message did not reach some or all of the intended recipients. Subject: FW: Invitation to the UKELA South West Regional Group Seminar: What the next 5 years may bring in Environmental Law Sent: 26/01/2010 17:47 The following recipient(s) could not be reached:

  guy@linley-adams.co.uk on 26/01/2010 18:00
  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.
  < c2beaimr01.btconnect.com #5.1.1 SMTP; 550 5.7.1 Unable to relay for guy@linley-adams.co.uk>

Your message did not reach some or all of the intended recipients. Subject: FW: 25th Jan - Marine Policy Statement workshop Sent: 09/01/2010 18:55 The following recipient(s) could not be reached:

  guy@linley-adams.co.uk on 09/01/2010 19:00
  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.
  < c2bthimr07.btconnect.com #5.1.1 SMTP; 550 5.7.1 Unable to relay for guy@linley-adams.co.uk>

[Guyla]

It is now 2nd February.

I have spoken to countless BT people. All very polite and all referring the problem up the chain to someone else.

I am now being dealt with by ther "High Level Escalation Team".

I am no expert, but I could help BT re-design their faults and complaints system.

BT has narrowed the problem down to some communication problem between two servers they (or rather contractors for) BT operate.

But, bottom line is that it is still not fixed and I am wondering if BT or their contractors really know how to fix this.

Apparently there is another BT customer experiencing the same issue. I wonder how many others are , but don't realise it ?

Try it - send your BT Business email alias 20 identical messages from a home e-mail system (eg Tiscali, Orange etc) - number them 1 to 20 - and just check they all get through. If they don't, post the bounceback message here !

Let me know !

Tiscali standing by to take my business away from BT if this goes on much longer.

Guy

[LZ]

Hi,

 Was this resolved? and if so what was the problem?

Thanks

LZ

[Porternovelli]

We have the same problem.  Since moving our router from Demon to BT, we have a number of people (same ones every time) who cannot email us and get a bong back.  The message says:

The following organization rejected your message: smtpin.btconnect.com.

I understand it to be a BT problem and our IT guys cannot get to the bottom of it.  I just tried to have an online conversation about it, but it got cancelled!  I am losing the will to live...

[SteveBT2]

Hi, I am just getting this now, after using BT 18 months ago, then using Plusnet, and now back to BT.  With no issues with BT or Plusnet, now with BT, we have exactly this.  Well, BT are now following this complaint on twitter so let's all get on there and send a message! steveconsalvez

[bluespark]

Have activated BT Broadband this week, and now have 2 clients reporting that they can't send email to us - looks like the same issue, they are both with BT themselves and other email coming in fine.

MX records are not hosted with BT. They are getting error:

Reporting-MTA: dns; c2beaomr10.btconnect.com
Arrival-Date: Wed, 13 Oct 2010 15:57:24 +0100

Final-Recipient: RFC822; <user>@bluespark.co.uk
Action: failed
Status: 5.1.1
Remote-MTA: DNS; smtpin.btconnect.com
Diagnostic-Code: SMTP; 550 5.7.1 Unable to relay for <user>@bluespark.co.uk
Last-Attempt-Date: Wed, 13 Oct 2010 15:59:46 +0100

[bluespark]

After waiting for 40 minutes for technical support apparently it must be my fault.

After asking for my operating system (!) and whether I had checked my firewall it was my domain providers problem.

So, my pc, my router, my domain registration but nothing to do with the fact that only BT customers cannot send to my domain which all worked fine until by broadband was activated.

Oh yes, and tech supports test email got to me fine, but then again they don't use the BT smtp for their email!!!

If anyone has any suggestions I'd love to hear them.

[bluespark]

Sorry to keep posting, but maybe this will help someone

You can re-create the issue by using your btconnect.com email address to send yourself an email but you must use the BT smtp server mail.btconnect.com, if you try and send using the Webmail service then the email will work.

If you send from your btconnect.com address you get the error:

<user>@bluespark.co.uk on Wed, 13 Oct 2010 17:44:35 +0100
    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.
    < c2beaomr08.btconnect.com #5.1.1 SMTP; 550 5.7.1 Unable to relay
for <user>@bluespark.co.uk>

BTW tech support confirmed that relay was turned on for our domain.

I wonder if the problem is that relay is on, and the smtp thinks BT hosts our email when it doesn't?

[Fiona]

Hi bluespark,

This is a relay issue, as the error suggests. I have sent you a private mail with some more information, but you will need to contact the technical helpdesk to get this resolved.

Kind Regards

Fiona

BT Business Forum Moderator

[bluespark]

Hi Fiona

I haven't received anything from you (I wonder which address you used)

As I mentioned technical support logged the call (only after I insisted on a number) but told me to contact my domain provider.

I would like to know what they could possibly do to change the settings on the BT SMTP service

The only option I see is either

BT fix the relay issue on their systems

We cancel the broadband and go somewhere else

I repeat

-BT business customers cannot send email to us

-everyone else can

-this happened after activation of a new braodband service from BT

how can I get to someone who can actually help?