Email problems with new EE

[ASW11]

I’ve been an EE customer for 10 years plus and have always used the same email address. My current contract for home broadband is due to end next month so, last week, I contacted EE and agreed to switch to new EE. Then, nothing until I got a letter asking me to set up a DD. I rang EE again and, I’m told, further failed attempts were made to resend me the details of the new plan etc. Following a number of, literally, hours on the phone with EE, it was agreed that the new contract would be cancelled and I would stay on my current plan while I decided what to do going forward.

Yesterday, I agreed to give new EE a second chance, agreed a new arrangement which the adviser confirmed on a personal email. To date, once again, I have still received nothing from new EE although I have received a confirmation email from EE confirming the ending of my current contract.

Whatever is going on? Has anyone else experienced anything similar and, if you did, was the problem resolved?

[XRaySpeX]

Do you receive emails from other peeps OK? Can you send emails?

[ASW11]

Thanks for the quick reply. Yes, emails are working fine and, as I said in my post, I received an email from the advisor using her personal email to check this and a cancellation confirmation for the current contract -  just nothing, nada, from new EE

[XRaySpeX]

OK, just checking it's not an email problem; just an EE communication issue.

[campbela]

Have you checked your spam/junk folder 😉

[ASW11]

Yep and I’ve just rung EE again who have re sent the info - guess what, it still hasn’t arrived!

[campbela]

I dont think you said who your email is hosted with but I would try creating an account with someone else (like Google or Outlook.com) and get them to try sending to that.

I was with BT prior to switching over to EE a few weeks ago.  I used the BT email servers for my email hosting for several years until I noticed some emails not appearing.  I use a personal domain name for my email address with email forward to the BT address.  After lots of digging around it looked like some emails were being rejected by BT as spam but they werent going into the spam folder.  When I spoke to BT about it they said it was an issue with the emails and SPF records for the domain.  I spoke to my domain host and they said it wasnt them.  I tried various fixes but couldnt find a reliable solution.  In the end I moved my email hosting from BT to Google and the problem was resolved.

[garywood84]

@campbela Was/is your domain hosted with 1&1, by any chance? I use similar mail forwarding on my domains, and a few years ago had exactly the same problem as you describe. 1&1 totally refused to accept there was a problem with its mail system, so in the end, I moved the domains to another provider, and that solved the problem...

[campbela]

No, my domain is hosted with Fasthosts.

Oddly enough, as part of trying to resolve the issue, I moved one of my domains (the .uk equivalent of the .co.uk domain that I use) from Fasthosts to 1&1 (Ionos) and created another account with a supplier that I found was being blocked (Tool Station).  The emails were getting through OK via 1&1.  I did think about moving all my domains to 1&1 but went with switching from BT email to Google instead.  I figured that moving to Google gave me a more portable solution and would make things simpler if I moved ISP's too.

[XRaySpeX]

@garywood84 : I had something similar with 1&1 in 2017 bouncing noiification emails from this Community using a Lithium SMTP with "Reject due to policy violations". I had a word with a Mod here & they arranged something their end to make their SMTP trusted by 1&1. So I'm still with 1&1.