Solved

we are not receiving mail from customers who use BTconnect,

Posted on 2011-09-06
9
750 Views
Last Modified: 2012-05-12
We are not receiving mail from some of our customers who use BTconnect email addresses or route through BTconnect.  Messages don't reach our perimeter hosted by Webroot.
The bounce backs vary but generally the gist is that the mail could not be delivered -   ----- The following addresses had transient delivery errors -----

Any help greatly appreciated

Tim Mills
0
Comment
Question by:CAF-Support
  • 5
  • 4
9 Comments
 
LVL 90

Expert Comment

by:John Hurst
ID: 36488167
I had that problem with a client of mine some years ago.

Root causes:
1. Mail server changes on the customer end. Make sure the customers who use BTconnect have configured their mail properly.
2. Broken DNS Server on the Client end. The ISP had to fix that and advise us of new DNS Addresses to use.

Once both things were done, mail flowed properly. These things may not apply to you however. Also be sure to check spam filtering rules (but you would have done that already).  ... Thinkpads_User
0
 

Author Comment

by:CAF-Support
ID: 36488292
Thanks but the mail does not reach our in-line spam filter hosted by Webroot. Most of these clients are small charities do have very little Internal IT resource. we know that our domain resolves fine, obviously this could still be a BT DNS server that is the problem.
Does anyone have any contact with BT who can help?
0
 
LVL 90

Expert Comment

by:John Hurst
ID: 36488360
You should be able to call BTConnect Support and they should help you. I do not live there and do not use them, so I do not have a contact at hand. .... Thinkpads_User
0
 

Author Comment

by:CAF-Support
ID: 36488501
BT won't speak to us. They will only speak to their customers.
0
Why do Marketing keep bothering you?

Is your marketing department constantly asking for new email signature updates? Are they requesting a different design for every department? Do they need yet another banner added? Don’t let it get you down! There is an easy way to manage all of these requests...

 
LVL 90

Expert Comment

by:John Hurst
ID: 36488514
What about your own ISP? You will have one. Ask them about your DNS and see if there are any changes there that could help. ... Thinkpads_User
0
 

Author Comment

by:CAF-Support
ID: 36489044
our DNS is fine.
I have spoken with our ISP and they are doing what they can. It is not perceived to be our problem but I am looking for an answer as this potentially is impacting our business.
0
 
LVL 90

Expert Comment

by:John Hurst
ID: 36489488
So then if your mail system is fine (you say it is), your spam filter is not blocking (you say it is not) and your DNS is OK (looks that way), then it is the BTConnect customer issue.  This means really nothing you can do on your end that I can think of.

Can you call the customers using BTConnect and do two things:
1. See if (with a laptop) they can send you email from a different ISP. If it is a BTConnect issue, this should work.
2. Ask the customers to put pressure on BTConnect.

... Thinkpads_User
0
 

Accepted Solution

by:
CAF-Support earned 0 total points
ID: 36521512
Unfortunately I have not received any information that I did not already know.
Thanks for trying to help but I am closing this post. Unfortunately BT are too big and difficult to approach about this type of problem. We have mostly seen email arriving now from all the addresses that had preciously failed.

Thanks again Tim Mills
0
 

Author Closing Comment

by:CAF-Support
ID: 36553416
This is now closed.
0

Featured Post

How your wiki can always stay up-to-date

Quip doubles as a “living” wiki and a project management tool that evolves with your organization. As you finish projects in Quip, the work remains, easily accessible to all team members, new and old.
- Increase transparency
- Onboard new hires faster
- Access from mobile/offline

Join & Write a Comment

Phishing is at the top of most security top 10 efforts you should be pursuing in 2016 and beyond. If you don't have phishing incorporated into your Security Awareness Program yet, now is the time. Phishers, and the scams they use, are only going to …
Marketers need statistics and metrics like everybody else needs oxygen. In this article we explain how to enable marketing campaign statistics for Microsoft Exchange mail.
Familiarize people with the process of utilizing SQL Server stored procedures from within Microsoft Access. Microsoft Access is a very powerful client/server development tool. One of the SQL Server objects that you can interact with from within Micr…
In this video we show how to create a Resource Mailbox in Exchange 2013. We show this process by using the Exchange Admin Center. Log into Exchange Admin Center.: Navigate to the Recipients >> Resources tab.: "Recipients" is our default selection …

760 members asked questions and received personalized solutions in the past 7 days.

Join the community of 500,000 technology professionals and ask your questions.

Join & Ask a Question

Need Help in Real-Time?

Connect with top rated Experts

23 Experts available now in Live!

Get 1:1 Help Now