Forum Discussion

123dp's avatar
123dp
Joining in
26 days ago

blacklisted ip address

Asothers have reported, I am unable to access any of my virginmedia.com email addresses. My email client returns the message "Temporarily blacklisted IP Address - try again later".

Bizarrely, if I connect my ipad to my phone hotspot, the email will then work correctly.

I have tried calling the virgin customer support people(!) , but I am in the process of moving from a Virgin business account to a Virgin domestic account, so I just get the runaraound from them, with the business team blaming domestic, and vice-versa.

Is this problem linked to today's well reported Amazon outage, our is something happening at Virgin that nobody will admit to?

Has anybody any idea how to solve it?

6 Replies

  • coenoby's avatar
    coenoby
    Very Insightful Person
    26 days ago

    123dp​ "I have tried calling the virgin customer support people(!)"

    The best way to get that block removed is to  use Virgin Media’s Netreport facility to request the IP address be de-listed. As I understand it that report goes straight to the Security Team who are best placed to resolve it. If you want to give that a try:

    Go to https://netreport.virginmedia.com/netreport/ and:

    • select an "abuse type" of Email Sending Errors from the drop down list
    • select an "abuse form "of "Other" from drop down list
    • paste the complete error message plus your VM IP address into the Log Evidence area
    • enter your name into "My name" field
    • enter your email address into "Email address" field
    • hit the Submit button

    Hope that helps,

    Coenoby

    • ludbrooks55's avatar
      ludbrooks55
      On our wavelength
      22 days ago

      Thanks so much for your advice- you are really helpful. This is the third time this year this has happened to me and I don't know why but it is a real nuisance.

      I only had to lose access for a day this time after I did your netreport suggestion. Any idea how to prevent it happening again?

      • coenoby's avatar
        coenoby
        Very Insightful Person
        22 days ago

        ludbrooks55​ 

        One likely reason for your VM IP address to get onto a Spamhaus blocklist  is that there is malware on a smart device connected to your home network. So the malware does not necessarily have to be on the device you use to send emails.  It could be on any smart device on your home network.

        When the malware starts sending out suspicious traffic it will be detected and your IP address is automatically added to the Spamhaus blocklist. When the malware stops sending suspicious traffic  ( for example, because the infected device is offline) your IP gets delisted - until the next time.

        See here for an explanation  of that from Spamhaus  https://www.spamhaus.org/blocklists/exploits-blocklist/

        The long term solution is get rid of the malware. 

        If I were you I would run antivirus and  anti malware software on all devices that you can. For those devices that you cannot run AV software you could think about restoring to factory settings because that will remove any malware on the device.

        Coenoby

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    25 days ago

    Hi 123dp 
    Welcome to the Community Forums. 
    Sorry to hear of your concerns with your IP being blacklisted. 
    Have you reported this with the steps kindly provided above by our community member? 
    Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.