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Message 1 of 5 (160 Views)

Legitimate emails being Junk'd, Quarantined &/or non-delivered

Good afternoon

I work as an IT specialist for a London-based organisation operating in the non-profit sector. 

We are experiencing an issue where legitimate email communications (general business related stuff, not SPAM, junk or marketing) is not being delivered to recipients with ntlworld, virginmedia and blueyonder email addresses. Sometimes, email is being delivered but straight to the Junk folder of the recipients mailbox, even where the recipient has attempted to whitelist our sender addresses.

We have checked our domain and IP reputations and everything there looks fine. We have SPF in place but not DKIM. The issue does seem to be Virgin specific on the recipient side.

We have filed a report at the Virgin netreport/abuse site explaining the problem we are seeing.

I am aware that there were problems with Virgin's spam mechanisms which were highlighted in the IT press circa mid-2016. I was wondering if we might be being affected by similar issues, and if anyone had any additional information about the current situation.

I am also looking for any assistance from individuals who have operating email addresses with blueyonder, virginmedia and/or ntlworld domains, who may be able to help us narrow down the issue with some additional testing.

Many thanks


Robert

 

 

 

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Superfast
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Registered: ‎28-02-2010
Message 2 of 5 (134 Views)

Re: Legitimate emails being Junk'd, Quarantined &/or non-delivered

[ Edited ]

I've no idea if this is related, but just this last week I have failed to receive 3 regular weekly email newsletters, two from the same sender. They didn't download with Live Mail 2012 incl the junk folder and when I checked the webmail they weren't there either including the spam folder. I've received these newsletters every week for several years but last week there was no sign of them anywhere although other recipients confirm having received both the newsletters from the one sender, I have no means of checking with the other one.

That aside, my experience has been that the webmail spam filter has become much more reliable in recent months.

I'm on a ntlworld account.

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Message 3 of 5 (91 Views)

Re: Legitimate emails being Junk'd, Quarantined &/or non-delivered

[ Edited ]

Received this response from our VM NetReport, requesting SMTP headers - which makes no sense at all, since we are the senders not the recipients in the context of this issue. Have replied accordingly and now waiting to hear back from VM.

 

Please contact ********** with header information and/or SMTP logs showing the issue.

Regards,

Internet Security
Virgin Media

[MOD EDIT: Private information has been removed from this post. Please review the Forum Guidelines]

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Superuser
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Registered: ‎01-11-2009
Message 4 of 5 (75 Views)

Re: Legitimate emails being Junk'd, Quarantined &/or non-delivered

@robellis1997

If you'd like you can send to my blueyonder address (as it's used as a standby, and I can send you back the full source including the received headers.

My current spam settings are to deliver mail classed as spam to the spam folder, so it will be interesting to see if this does end up in my inbox or not.

Tim

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Message 5 of 5 (50 Views)

Re: Legitimate emails being Junk'd, Quarantined &/or non-delivered

I'd like to update this thread.

The OP and I have been communicating via email.  The first email to my blueyonder address landed in my spam folder.  I did mark it as not spam and subsequent mails have been landing in my inbox.

However prior to me sending subsequent emails the OP did change the routing as I identified that the initial server they were using appeared to be on a minor blacklist that I'd never come across before, therefore I can't say whether me marking it as not not spam or the routing change was responsible.  Certainly I was able to respond back including the text of the message without the outgoing mail being filtered, which would appear to indicate it wasn't filtered as spam due to the content.

Tim

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