Most emails not received or sent

[Laugana]

I've been sent here from the BTCare Community Forum:

I have had a btinternet home broadband email account with BT for more than 10 years.  I also have a btconnect account that was set up for our business about 7 years ago.  In addition to this I have another business email that was set up when we created our own website.

The btconnect account and the business website account are linked to the btinternet account so I can draw all the emails into one place and not have to check 3 separate email addresses.

I had to start paying BT for the btinternet account last year as I'd left home broadband a few years ago.  Since then, and lately it's gotten much worse, my emails have a 50% chance of being received or sent and I get no errors when I send so I can't tell if it's been sent or not.  Our customers also don't receive any errors when they send.  Any emails sent or received are done by logging into bt.com to access the btinternet account.

No settings have been changed in the mail accounts area so I don't know why this is happening.  I use Chrome and Firefox if that's an issue.

Please can anyone help?

[Laugana]

I have had a btinternet home broadband email account with BT for more than 10 years.  I also have a btconnect account that was set up for our business about 7 years ago.  In addition to this I have another business email that was set up when we created our own website.

The btconnect account and the business website account are linked to the btinternet account so I can draw all the emails into one place and not have to check 3 separate email addresses.

I had to start paying BT for the btinternet account last year as I'd left home broadband a few years ago.  Since then, and lately it's gotten much worse, my emails have a 50% chance of being received or sent and I get no errors when I send so I can't tell if it's been sent or not.  Our customers also don't receive any errors when they send.  Any emails sent or received are done by logging into bt.com to access the btinternet account.

No settings have been changed in the mail accounts area so I don't know why this is happening.  I use Chrome and Firefox if that's an issue.

Please can anyone help?

[Burkem5]

Hi there Laugana

Lets get this sorted.  Correct me if I have misunderstood.

You have 3 email accounts
2 with BT Business and 1 with BT residential

Both business accounts forward all email to the residential account

E-mails are now not being received (about 50% of the time) 

What I would do is set up a mail client such as outlook and have all 3 email addresses set up on this

Then I would remove the forwarding

Then I would send multiple test email messages from different addresses (gmail, hotmail etc) 

This will lets us see which account is actually faulty

if the BTconnect is faulty its worth while checking the FOPE which is essentially a big junkmail filter,  you would have to get access to this but that's easy.

If you go this link

Then go to the need your password link

Then put in your email address,  you will now get an email to that address asking you to reset your password.

Once you login you will be able to see any and all spam we have blocked and check to see if any of the messages have been stuck in this.  If they have then its just a case of marking them as clean.

If that's not the case then

Once we have isolated that account and have an example of a legitimate message which has gone missing including:

-Date sent

-Time sent

-Subject

-From address

-Did this include attachments if so which type?

-Did this include hyperlinks?

Once you have this please contact us

hope this helps

Burkem5

[Laugana]

Hi Burkem5,

Thank you for your response.

Just to clarify, I have one of each of these: ****@btinternet.com / ****@btconnect.com / info@phoenixpressltd.co.uk

I've tried logging onto that link you gave me about checking the spam and there were about 5 emails in there that shouldn't have been there so thank you for that.

I will now try using a mail client and see how that goes.  I've also got to check with a customer to see if he received some emails I sent him (sent about 3 at the same time using different addresses) so I will come back to you about that.

Thanks again.