My live.ca email is not receiving messages from an mymts.net email address

Question

My live.ca email is not receiving messages from an mymts.net email address

Catherine Wright 0

The email in the mymts.net domain that seems to be being blocked is already in my safe senders list in my Outlook online. However, when an email message from that mymts.net email account is sent to my live.ca email address, I do not receive anything and the sender does not receive a bounce-back notification. The sender contacted BellMTS tech support. They stated that the mymts.net email is not blacklisted. We are at a loss as to what is causing this issue.

Gord | Simpson Home Computer Support 0 Reputation points

2026-08-08T19:30:42.5433333+00:00

I can confirm I have a client on an 'outlook.com' email (Outlook and Live are both Microsoft accounts) with the same issue. She has not been receiving email from MyMTS email accounts since August 4. Senders are not receiving any kind of 'undeliverable' messages. You are not the only one. Unfortunately, I don't have a solution for you. Just want you to know you're not the only one.
Gord | Simpson Home Computer Support 0 Reputation points

2026-08-08T19:51:17.1966667+00:00

I've duplicated the problem with my own MyMTS account sending to my own Outlook account. Mail sent from MyMTS (I used mtsmail.ca for the test) to my Outlook.com email fails. I attempted sending as the only recipient; I also tested sending to multiple recipients (all my accounts). Accounts not associated with Outlook.com are received without issue.

My business account, which is also hosted by Microsoft but not via Outlook.com, does receive the mail. So it appears specific to outlook.com, live.ca, and though I haven't tested, I suspect hotmail.com is also impacted.

MTS can confirm it easily enough; all they have to do is send an email from an MTS account to an Outlook account. Pretty easy, right? That being said, they likely won't bother cause they just don't care.
Gord | Simpson Home Computer Support 0 Reputation points

2026-08-08T21:17:02.14+00:00

I was able to replicate this by sending my personal MyMTS email to my personal Outlook.com email. So I called MTS support, and as expected, the representative was like, you can send mail to other domains; it's not us calling Outlook.

I'm not proud of it, but I went off on her a bit. It's ridiculous that an issue that, by her own admission (she confirmed they'd been receiving calls on this), they'd been receiving for a while isn't one that MTS ought to be concerned with. I told her she could duplicate by sending mail from a MyMTS email to an Outlook email. She responded that she wasn't allowed to do that at work. I requested she escalate it to someone who could. Is it not reasonable that if you've gotten a dozen of the same call, maybe someone ought to look into it?

Finally, I got her to look into it further, and she confirmed that MTS is aware of the problem; they haven't diagnosed whether the issue is MTS or Microsoft at fault, but that they have someone looking into it.

So hopefully, assuming she wasn't just blowing me off and saying what I wanted to hear to get me off the phone, the problem may be resolved in the near future.

1 answer

Your answer

Gord | Simpson Home Computer Support 0 Reputation points

2026-08-08T19:30:42.5433333+00:00

I can confirm I have a client on an 'outlook.com' email (Outlook and Live are both Microsoft accounts) with the same issue. She has not been receiving email from MyMTS email accounts since August 4. Senders are not receiving any kind of 'undeliverable' messages. You are not the only one. Unfortunately, I don't have a solution for you. Just want you to know you're not the only one.
Gord | Simpson Home Computer Support 0 Reputation points

2026-08-08T19:51:17.1966667+00:00

I've duplicated the problem with my own MyMTS account sending to my own Outlook account. Mail sent from MyMTS (I used mtsmail.ca for the test) to my Outlook.com email fails. I attempted sending as the only recipient; I also tested sending to multiple recipients (all my accounts). Accounts not associated with Outlook.com are received without issue.

My business account, which is also hosted by Microsoft but not via Outlook.com, does receive the mail. So it appears specific to outlook.com, live.ca, and though I haven't tested, I suspect hotmail.com is also impacted.

MTS can confirm it easily enough; all they have to do is send an email from an MTS account to an Outlook account. Pretty easy, right? That being said, they likely won't bother cause they just don't care.
Gord | Simpson Home Computer Support 0 Reputation points

2026-08-08T21:17:02.14+00:00

I was able to replicate this by sending my personal MyMTS email to my personal Outlook.com email. So I called MTS support, and as expected, the representative was like, you can send mail to other domains; it's not us calling Outlook.

I'm not proud of it, but I went off on her a bit. It's ridiculous that an issue that, by her own admission (she confirmed they'd been receiving calls on this), they'd been receiving for a while isn't one that MTS ought to be concerned with. I told her she could duplicate by sending mail from a MyMTS email to an Outlook email. She responded that she wasn't allowed to do that at work. I requested she escalate it to someone who could. Is it not reasonable that if you've gotten a dozen of the same call, maybe someone ought to look into it?

Finally, I got her to look into it further, and she confirmed that MTS is aware of the problem; they haven't diagnosed whether the issue is MTS or Microsoft at fault, but that they have someone looking into it.

So hopefully, assuming she wasn't just blowing me off and saying what I wanted to hear to get me off the phone, the problem may be resolved in the near future.

Answer 1

Adding the sender to Safe senders only prevents Outlook from moving messages that reach the mailbox into Junk Email. It does not guarantee delivery if the message is blocked before it reaches the mailbox. Microsoft notes that mailbox-hosted junk filtering or other server-side filtering can block messages before delivery, and safe sender settings do not override that.

For this scenario:

In Outlook on the web, verify the sender is still listed under Settings > Mail > Junk email > Safe senders and domains.
Also check Blocked senders in the same area and remove the address or domain if it appears there.
If using classic Outlook anywhere with the same account, check Home > Junk > Junk E-mail Options > Safe Senders and Blocked Senders.
Since there is no bounce-back and nothing appears in Junk, the message may be getting filtered before it reaches the mailbox.
A common cause is sender-side authentication failure. If the sending domain fails SPF, Microsoft can reject or filter the message, and that is not something that can be fixed from the recipient mailbox. The sender’s mail provider must verify their SPF configuration.
If the sender can capture any non-delivery report or diagnostic text from their mail system, use that to identify whether Microsoft is rejecting the message for policy or authentication reasons.

Key point: Safe senders helps only after the message arrives at the mailbox service. It does not bypass upstream filtering or sender authentication problems.

References: