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Emails not being forwarded (to outlook & others) as virgin seem to think they are spam?

I've noticed I seem to be missing a number of emails recently and today I've caught one of them so I can ask for help

it came into my virgin account OK, but it wasn't forwarded to my outlook as it was meant to be (althought the emails immediately before and afterwards were)

the header info seems to be this

Return-Path: <>
Received: from md7.tb.ukmail.iss.local ([])
 by mc38.tb.ukmail.iss.local (Dovecot) with LMTP id 5gK5HMwh3FftfQAAhUVYhA
 for <>; Fri, 16 Sep 2016 18:46:49 +0200
Received: from ([])
 by md7.tb.ukmail.iss.local (Dovecot) with LMTP id 8aEjGNCmsFZ1HgAAKMCudg
 ; Fri, 16 Sep 2016 18:46:49 +0200
Received: from ([])
 by with bizsmtp
 id kGmm1t00c4UR8MN01GmnCU; Fri, 16 Sep 2016 18:46:49 +0200
X-CNFS-Analysis: v=2.2 cv=TJoHcBta c=1 sm=1 tr=0 b=1 p=yC4c_o12AAAA:8
 a=LxUWy0hMZ+dgDFDF6xSckA==:117 a=LxUWy0hMZ+dgDFDF6xSckA==:17
 a=IkcTkHD0fZMA:10 a=GW1xBdLrtEIA:10 a=SSmOFEACAAAA:8 a=pz9bvQV_AAAA:8
 a=8lL7E3ZqAAAA:8 a=hCnfY-W_AAAA:8 a=GkWG2bgQ0XwoxlImOi0A:9
 a=wScjy30hWbXiJ1i_:21 a=Qv8bdsWVLfFzhGuz:21 a=27uNV3ALtuf9OWXE:21
 a=_W_S_7VecoQA:10 a=frz4AuCg-hUA:10 a=QEXdDO2ut3YA:10 a=ZwNAlxUbnPwA:10
 a=p403mkujtbAA:10 a=mbCqc5r8hy7POb8NUL23:22 a=zjWhRoSqWz9hl55Hdlzg:22
 a=iliYrDdp77hW63NheEBt:22 a=f9kB9kH27Q9IjrK4xNgn:22 a=pI0_HR3aeJiuMeyKH4xg:22
Received: by id hrggvi163hse for <>; Fri, 16 Sep 2016 10:46:38 -0600 (envelope-from <>)
From: "Meet Our Brands" <>


I've also tried to forward it manually it won't let me and I get this message

Message could not be sent. Error message from e-mail transport server: 554 - 554 5.2.0 kHE91t0083NlTDo01HE95c Spam content found


I know it's not spam, it's a message I want to get, I've turned off all the virgin spam filtering etc already is there anything else I can do?

If it comes into my virgin account I want it forwarded not blocked by problems with virgins filters

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

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Re: Emails not being forwarded (to outlook & others) as virgin seem to think they are spam?

Morning caryl576


Sorry you are having problems receiving legitimate email, we will do our best to help.

I guess it went to the spam folder on webmail. It may be worth setting your Outlook to use IMAP as the spam folder will then be visible, you will then hopefully be able to slide the email into your Outlook inbox, this will also help to train our filters. 

Another thing to consider is placing the sender in your address book as per this article Changing SPAM settings in Virgin Media Mail this bit:-


If emails from a particular sender are being identified incorrectly as SPAM, save the sender as a contact. This will ensure that you receive all messages from that sender and it won't be identified as SPAM. For more information on how to add a contact, check Using the Address Book in Virgin Media Mail.


Hope that helps from now on


Thank you



Virgin Media Forum Team
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