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jussi-club-soda
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Emails not getting through

Hi,

We're having ridiculous problems delivering our emails to @virgin.net addresses. We've verified and authenticated our sending accounts, the recipients have marked our emails as not spam and added our emails to their address books, and still nothing gets through. 

This kind of thing does not happen with any other email service, and is extremely frustrating for everyone. Our business model relies on sending daily emails to our customers, so clearly this is also going to have adverse financial implications for us if it can't be fixed. 

I'm seriously considering adding a disclaimer on our website saying we can not accept customers with a Virgin email address if you can't fix this.

Thanks,

jussi

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Superuser
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Re: Emails not getting through

Some light reading for you while you wait for VM Forum Team to reply - not light really deadly serious. I think your solution might be a step too far. You don't want to turn away good business and there is an alternative to what you suggest you might do. But your frustration with this farrago is entirely understandable.

One of the links shows you how VM mail users can guarantee the delivery of e-mails to their (albeit) web mail spam folders if they are getting rejected initially by VM as spam. I have my system set like this but I confess that I have moved all my mail of the kind you send to my Outlook.com which doesn't suffer from this issue:

http://community.virginmedia.com/t5/Email/Soft-Bounce-Issue/td-p/3241441

http://community.virginmedia.com/t5/Email/Email-Spam-Content-Found-error-550-554/td-p/3229831

http://community.virginmedia.com/t5/Email/Ravenstar-s-Email-FAQ-s/m-p/3026118#M129705

Now wait here for the Forum Team (who are completely blameless) to reply. Do NOT post again. It will delay the response time.

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Wrock
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Message 3 of 4
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Re: Emails not getting through


jussi-club-soda wrote:

 

I'm seriously considering adding a disclaimer on our website saying we can not accept customers with a Virgin email address if you can't fix this.

 


Don't hesitate to put up such a disclaimer, Jussi.  There is something significantly wrong, and your customers would benefit from being informed. Here is a business which has a notification posted,

http://www.thepharmacycentre.com/index.php?option=com_blog&view=comments&pid=36

An extremely long list of senders including schools, universities, businesses large and small, government agencies, clubs, charities and individuals have been filing reports since August 2015 without substantive and effective response on the part of the Liberty Global email team who do not appear to have made any changes to address the underlying technical problems.  Here is a list of many of the cases and a few links to online newspaper articles, some now more than a year old, discussing the problem,

http://wardinewrock.blogspot.com/2016/05/legitimate-emails-blocked-to-virgin.html

You are absolutely correct that other email providers are not having these issues.  Your customers with Virgin Media accounts are not only missing your emails but also emails from a large variety of other senders.  It makes for a extremely dysfunctional email system especially since Virgin Media provides no tools for you as a sender to troubleshoot the problem yourself.

-Wrock.

 

 

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Forum Team
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Re: Emails not getting through

Hi jussi-club-soda,

 

Welcome to the forums, I'm sorry to see you have been having trouble with emails being bounced. 

 

Please pop across the header of the failed sent email, which should be included as an attachment in the failed delivery notification/ bounce back message to me via PM (Purple Envelope, top right hand corner) and we'll take it from there. 

 

Speak to you soon. 


Emma

 


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