How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Richard Your Own Question
Richard, Software Engineer
Category: Email
Satisfied Customers: 40992
Experience:  Over 15 year experience in Email Systems and Programs
Type Your Email Question Here...
Richard is online now

I cannot send e mails out using Outlook although mails are

This answer was rated:

I cannot send e mails out using Outlook although mails are coming in and both in and out via my BT account. What should I do?

Hi there and welcome

Can you tell me please which version of Outlook you are using?

And what is the error message you get when Outlook fails to send?

Please let me know

Thank you

Customer: replied 1 month ago.
I do not know which version of outlook I am sorry. The error message said "failed to connect to server". I spoke to BT at length last night and they said there was no problem with them as my BT mail is working. Can you connect and fix it please and what will it cost?

The cost to connect you see on your page as the Premium service.

Click it and I can accept and connect

Customer: replied 1 month ago.
OK Ill be back on line in about 30 minutes. Taking kids to school. Presumably you need me here?

yes I will

Customer: replied 1 month ago.
OK Presumably you need me here on line when you do this?


Customer: replied 1 month ago.
OK Can we do it straight away then?

If you accept the offer we can

Customer: replied 1 month ago.
OK But is the final cost? You keep putting it up? And its refundable if you don't fix it?
Customer: replied 1 month ago.
if I accept the premium offer can we do it right now please?

yes and the cost for connecting... as we discussed before.

I do not know the issue, if the issue is they closed your account then it cannot of course be fixed.

If we establish you can sign into your account (meaning it is open) then I can fix it

Richard and other Email Specialists are ready to help you
Customer: replied 1 month ago.
OK I ll do it straight away then

Click this link

Else for a Mac computer, Click this link

A program will start downloading to your computer (it does not open a webpage, but the file will start downloading to your computer).

Run the program and it shows you and ID and Password.

Give me the ID and Password ***** please so I can connect

Do not close the program but leave it open else I will not be able to connect

Thank you

Customer: replied 1 month ago.
How do I run the programme please? I have clicked on the link.

You run the file that downloads, when you click the link, as per the instructions I gave please

Customer: replied 1 month ago.
There is a pop up bottom left saying the link can harm and do I want to keep or discard?

keep and run it

Customer: replied 1 month ago.
the ID is 386 416 920 and the password ***** *****

It says you closed the program or gave me the wrong ID.
You have to leave the program open so I can connect, open it again, give me the new password ***** tells you and double check the Id and leave it open please
Thank you

Customer: replied 1 month ago.
Sorry The ID is the same but the password ***** ***** 3553

Hi there

Are you still having the issue?

Please let me know

Customer: replied 1 month ago.
I am afraid so. E mails OK via BT but, as before, not sending from outlook

Sign into your account here please

Are you able to?

Customer: replied 1 month ago.
Customer: replied 1 month ago.
I am now in my BT e mail account

Now try to send an email please in outlook.

Customer: replied 1 month ago.
Have sent it "Test 1 Tuesday" and is stuck in outbox

Click this link

Tell me the IP you have please

Customer: replied 1 month ago.
IP? -would that be BT?

When you click the link I gave you it will tell you

Customer: replied 1 month ago.

ok, the issue is you are blacklisted as a spammer

What is the make and model of your wifi router?

Customer: replied 1 month ago.
You must be joking!!Is the router the Hub? It is BT BTHub5-8MH8
Customer: replied 1 month ago.
I was speaking to BT 11/2 hours last evening. They said there was no BT problem?

No I am not joking, click the link and look for yourself and you will see.

On the back of the router is a reset button, push and hold it in for 5 seconds, then release.

Wait 5 minutes, restart the computer and try to send

We are trying to get it a new IP and then the blacklist does not apply

Let me know how you go

Customer: replied 1 month ago.
Which link please?
Customer: replied 1 month ago.
Did as requested but e mails still stuck in out box sorry

Ok, you need to have BT change your IP address, show them the link I gave you, until you do you cannot send via outlook, only via the web interface.

They do this in order to stop spammers sending emails on their network

Customer: replied 1 month ago.
It's all over my head Im afraid. Is that a BT or Outlook " blacklist" and why and what can be done about it please?
Customer: replied 1 month ago.
Thanks - how do I show BT the link?

You can send it to them

Your IP is blacklisted, thats what you have to tell BT

Customer: replied 1 month ago.
I have told BT at length. They say they have no power to do it as the blacklisting comes from Outlook and i should ask them to lift the blacklist. I wish I could !!

You need to ask them to change your ip address (public ip) or use the webmail version of email

Customer: replied 1 month ago.
Customer: replied 1 month ago.
BT refuse to change the ip address as they say this is not their problem. This is absurd - I am being prevented by both microsoft and BT from using my email for absolutely no reason at all!!
Customer: replied 1 month ago.
How can I move forward if both BT and Microsoft refuse to help?
Customer: replied 30 days ago.
Thanks Richard,I am afraid you are unable to offer me any practical help on this. Under the circumstances therefore I must ask for a refund of the fees i have paid so far in respect of this question. Thankyou for trying however