Rejected for a policy reason 5.7.1

[Bruce5]

this is the second time this has happened. i am trying to send an innocent email to my house cleaner and TT have rejected sending it for a policy reason. no further explanation so impossible to edit the problem or to know what I have done wrong. last time it seemed to be because I used a particular word it did not like, beginning with 'b' and ending in coin. it is VERY frustrating. as well as previous problems with emails being downloaded multiple times yesterday.

How can I solve this?????????

sadly TT email is getting worse and worse. I have been a customer for - perhaps 10-15 years. next renewal I shall go elsewhere.

[Bruce5]

I have had another refusal for policy reasons. Another email replying to a thread with several emails in the thread below. This is clearly now a common trend and is happening almost every time.

Could TT please concentrate on this common factor and do something to solve it?  I am sure it is NOTHING to do with the recipient, since it happens with a variety of people I am sending to.

If you think it is something to do with eMClient that I use (and not your webmail which is clumpy), can you please make suggestions and I will take it up with the eMClient community.

Please can you allocate some resources to solving this.  Thank you.

[Bruce5]

Hi Ady. Thank you very much for replying.

I will try changing the password, but others have tried that and it did not work.

I don't understand your suggestion that the recipient servers are rejecting. Surely it is the TT servers that are the problem? When I try sending via webmail, I get an error message which says an error in the server. Surely that must be the TT server? How can it be a policy reason if the rejection comes from the destination of the email? The address I am sending to is not always the same but is a perfectly valid personal email address or business address. To me, the rejection appears random, although it must somehow trigger a rejection. It says the message cannot be sent, not that the message cannot be delivered.

This is the error I get

[SMTP] Cannot send message (Sending email "screenshot" failed with error: Email body not accepted due to the following reason:
"5.7.1 Reject for policy reason
")

and this is my log entry

13:07:43  ............ [SMTP] MailClient.Storage.Application.ItemOperationException: Cannot send message (Sending email "screenshot" failed with error: Email body not accepted due to the following reason:
"5.7.1 Reject for policy reason
")
AccountId = dd7ed7d3-2262-4e9f-9967-bd6bb94325b3
AccountName =  ..............
Item.Type = MailClient.Storage.Application.Mail.MailItem
UniqueItemId = <em7dd7c818-ade7-4789-8d75-f22695a326f4@009cbccc.com>
GUIStatus_Exception_Reported = True

I hope that extra information may help.

Thanks    Bruce5

[Ady-TalkTalk]

Hi Bruce5, it sounds like the recipient servers are rejecting your mail. Probably the amount of spam being sent from TalkTalk mail servers. The only thing you can do is to change the password to a brand new one that's never been used before on this mailbox. 

Ady

[Bruce5]

I have just tried sending the screenshot via webmail . it would not. internal server error.

i reduced the image step by step to large. then medium. then small. on each occasion, that is THREE times. it failed to send because of an internal server error.

does your software not allow screenshots to be sent of Google earth ??? perhaps you think i'm going to do something you think I should not? I will await the knock on the door.

[Bruce5]

OH NO  OH NO  OH NO .............. ITS JUST HAPPENED AGAIN. ........WHY THE H..L CANT I SEND A SCREENSHOT ATTACHED TO AN EMAIL WHICH IS ONLY  3.1 MB ?????????

TALKTALK YOU ARE UNBELIEVABLY BAD.  PLEASE CAN YOU SORT OUT THIS PROBLEM.  PLEASE.  I BEG YOU.  THANJKS IN ADVANCE.

ONE VERY FRUSTRATED CUSTOMER OR VERY LONG STANDING.

[Bruce5]

Its clearly not just me, as many others are having the problem.

you said 2 weeks ago that it was being looked at, but NO PROGRESS.

WHY NOT ???????

[Bruce5]

Hi Ady

Yet another refusal just now. again what I sent was in reply to a previous email thus included a thread. usual policy reason. delete the thread and it went through. loggec on to webmail and tried to replicate the original version with the thread - and it went through.

I guess you will say it is something to do with eMClient.  but it is random. I often reply to emails , so there are threds, but it is only occasinally that you refuse to send. ALL THE MORE FRUSTRATING. Please can you escalate and get something done about this. there must be a problem somewhere, and it's not me.  thanks Bruce

[Bruce5]

Thank you Ady for looking at this.

bit difficult as I have removed the original email thread that was giving problems. I did cut it up into different bits and send those as tests, and all of them went through bit by bit from my eMClient. however the one with all the previous emails in the thread would not.

I then tried to rebuild the original email to send it via webmail, but did not replicate it exactly. once it went through.

Then I corrected the subject box to include [2] which was in the original. The first time I sent it webmail, it did NOT go through. an error message flashed up like "an error occurred inside the server which prevented it from being sent". I can't quote it exactly as it didn't stay long enough.

I removed the square brackets and it went through. a few minutes later, I re-sent the earlier version with square brackets, -- and It went through OK. in the meantime I had sent a test email with just square brackets in the subject box with 6 (not 2) - and that went through.  so either it's not square brackets that is the problem, or it's a very random bug.

in summary, the error has been repeated once when sending webmail, but mostly it has been all right. however there is not an error every time I send it through eMClient. I have not been able to identify any specific trigger in eMClient, which is usually very reliable.

I will leave you to make what you can of that..........  Many thanks.  It is not acceptable for me to have to use webmail all the time for my emails. it is not as versatile or as suitable as eMClient. and these problems have only arisen in the last 6-9 months. before that I never had any similar problem for years and years. I think you must have changed your email server platform which is now giving endless trouble to many users. Bad choice!!

[Ady-TalkTalk]

Hi Bruce5, does this happen when you send mail through webmail? 

Ady

[Bruce5]

yet again today problems with the dreaded policy reason 5.7.1. THIS IS REALLY IMPOSSIBLE. PLEASE DO SOMETHING ABOUT IT AT ONCE !!!!!!

it may have something to do with replying to a thread. if I delete all the previous messages, it goes through OK. if there are one or two previous messages in the thread - OH NO can't possibly send that, it's our policy not to.

PLEASE PLEASE HELP HELP !!

[Divsec]

Hi @Bruce5 save yourself the hassle of getting a new ISP and get a Gmail or outlook account. Both are independent of ISP. 

The work involved in changing contact email addresses will be a one time pain.

TT are having a nightmare time with email at the moment, I suspect they are moving from one platform to another and all the legacy accounts are struggling.