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Fresh as a Daisy
babysdays
Posts: 2
Registered: ‎25-10-2013

Clients from Ntworld can't receive our emails at all.

[ Edited ]

Email notifications to our customers works fine with gmail, yahoo, hotmail etc. The problem that we have is that Ntworld is the only email provider who doesn't reveive emails sent from our servers.

We have checked our domain and ip of servers in blacklists and we are not there.

http://mxtoolbox.com/blacklists.aspx

We setuped SPF check and DKIM key and it's still not enough to reach clients from Ntworld.

We would like to find a solution to this problem, how can we contact IT-department related to mail services?

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Forum Team
Jen_A
Posts: 6,673
Registered: ‎23-11-2011

Re: Clients from Ntworld can't receive our emails at all.

Hi babysdays,

 

This is odd. Do you receive a 'failed delivery' notification when you attempt to send to Virgin Media customers?

 

Or does the email appear as 'sent' but never actually arrives at its destination?

If so would you be able to get the header information and post on here please? (Please edit out any confidential info such as email addresses).

 

I'd also like you to suggest to your clients that they a) check the 'spam' folder in webmail to ensure the emails are not being inadvertently filtered out.

 

If the email Header pinpoints an issue with our mail platform we can get it escalated, so please keep us updated :smileyhappy:

 

Jen


Jen_A
Help & Support Forum Team

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Fresh as a Daisy
babysdays
Posts: 2
Registered: ‎25-10-2013

Re: Clients from Ntworld can't receive our emails at all.

[ Edited ]

1. emails are sent from our servers, but clients with @ntworld don't get any emails from our side. there is nothing in spam folder unfortunately.

2. it;s a problem to register an @ntworld mail without signing a contract with virginmedia to do tests on our side

3. sent headers via private message.

4. if needed we can send you a test email or setup a test account in our platform.

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