we are not receiving mail from customers who use BTconnect,

Posted on 2011-09-06
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
Question by:CAF-Support
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LVL 95

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

Author Comment

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?
LVL 95

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
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Author Comment

ID: 36488501
BT won't speak to us. They will only speak to their customers.
LVL 95

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

Author Comment

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.
LVL 95

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

Accepted Solution

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

Author Closing Comment

ID: 36553416
This is now closed.

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