Forum Discussion

stukey's avatar
stukey
Dialled in
4 days ago

American Express unable to email Virgin Media Email Addresses

I reported this issue about 5 weeks ago and have not received any updates from Virgin Media. Ticket number: P012878341. It’s been ongoing since at least October 2024. American Express are unable to send emails to Virgin Media customers with @virginmedia.com or @ntlworld.com email addresses. Virgin’s email servers are blocking American Express’ email servers and as such emails are not being delivered.

I am unable to receive critical and important emails from American Express (@aexp.com) email addresses because Virgin Media SMTP servers are blocking email from American Express sending servers. Specifically the following AMEX servers are blocked:

139.71.95.77
139.71.95.78
139.71.1.77

When American Express attempts to send emails to myself and other Virgin Media customer’s email addresses, the Virgin Media servers reject the emails with the error:

550 Reverse DNS for your IP is blacklisted here

Example sending email address: UKBereavementSupport@aexp.com.

Please can somebody help to escalate this issue.

blacklisted ip
smtp
  • Kath_P's avatar
    Kath_P
    Forum Team
    2 days ago

    Hi stukey, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you're having an issue receiving emails from American Express. All we can do from here is raise an IT Ticket but as you have a reference number, this will already have been done. 

    We're not able to escalate IT Tickets and the team will investigate and try to resolve remotely. They will reach out to you directly if they have any updates. 

    Apologies for any inconvenience caused.