Forum Discussion

AndrewDJohnson's avatar
AndrewDJohnson
Tuning in
3 years ago
Solved

Cannot see or change Email filter rules on WebMail

There were some issues last week with access to Webmails being very sluggish or completely failing.

Now, it seems the email filter rules have been corrupted or something - because I am getting emails that should be being filtered and I can't edit the rules. When I try to access them, I get "Couldn't load your e-mail filter rules virginmedia" and "server unreachable"

Please can someone look into this.

  • coenoby's avatar
    coenoby
    3 years ago
    AndrewDJohnson wrote:

     By all means try it yourself!

    Kain_W 

     Just out of interest I have now tried that with my VM email accounts and I cannot replicate what you are seeing.

    Having said that though, it seems that some people are having issues with not being able to access some of the features in their Webmail account.

    For example,  there have been people getting the "server unreachable" error when trying to access their Vacation Notice (aka Holiday Notice) settings in webmail .

    See a couple of affected users here. https://community.virginmedia.com/t5/Email/Not-able-to-set-Holiday-Notice/td-p/5220278   

    Again though I cannot recreate that Vacation Notice issue either.

    Coenoby

     

  • 用心棒's avatar
    用心棒
    Very Insightful Person
    3 years ago

    When this issue next occurs does:

    • pressing Ctrl + Shift + R resolve it?
    • opening an Incognito / Private window, signing into webmail and trying to edit filter rules there resolve it?

    -- 
    I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
    Have I helped? Click Mark as Helpful Answer and solved, or use  Kudos to say thanks

    • AndrewDJohnson's avatar
      AndrewDJohnson
      Tuning in
      3 years ago

      Thanks - but of course refreshing the window doesn't work (always the first thing I try).

      Nope, incognito does not work either (why would that help with a "server not reachable" error, do you think...?)

       

      • 用心棒's avatar
        用心棒
        Very Insightful Person
        3 years ago

        Issue has been flagged to the forum team who are best placed to help further; be aware it can take them a few hour or days to respond, though usually it is the former.

  • Kain_W's avatar
    Kain_W
    Forum Team (Retired)
    3 years ago

    Hi there AndrewDJohnson,

    Thanks for your post and welcome back to the community.

    Can I ask is this happening on both a client and/or the webmail link?

    Let us know,

    • AndrewDJohnson's avatar
      AndrewDJohnson
      Tuning in
      3 years ago

      Thanks for your response. Of course, each client has it's own way of implementing Mail Filtering. Of course, as I specifically said, I am talking about Webmail. I have not used any other clients for mail filtering. By all means try it yourself!

      • coenoby's avatar
        coenoby
        Very Insightful Person
        3 years ago
        AndrewDJohnson wrote:

         By all means try it yourself!

        Kain_W 

         Just out of interest I have now tried that with my VM email accounts and I cannot replicate what you are seeing.

        Having said that though, it seems that some people are having issues with not being able to access some of the features in their Webmail account.

        For example,  there have been people getting the "server unreachable" error when trying to access their Vacation Notice (aka Holiday Notice) settings in webmail .

        See a couple of affected users here. https://community.virginmedia.com/t5/Email/Not-able-to-set-Holiday-Notice/td-p/5220278   

        Again though I cannot recreate that Vacation Notice issue either.

        Coenoby

         

  • simmyb's avatar
    simmyb
    Tuning in
    3 years ago

    This appears to be the same problem that I am having i.e unable to set Holiday Notice.

    When I click on Vacation Notice, Auto forward or Filter Rules I get the same response of 'Unable to load your vacation notice/auto forward settings/filter rules. Please retry later.'  and the 'Server Unreachable' pop up. 

    Seems that there is a more widespread issue than with just my account as a few people have now flagged this up.

  • 用心棒's avatar
    用心棒
    Very Insightful Person
    2 years ago

    Consider trying following if page view is zoomed:

    • reset page zoom to default (i.e. 100%); press Ctrl + 0 ( that is a digit zero shown)
    • refresh page by bypassing browser data cache; press Ctrl + Shift + R
    • Naldo58's avatar
      Naldo58
      On our wavelength
      2 years ago

      Hi, I'll try that but I find anything below 120% difficult as I'm registered severely sight impaired.

    • Naldo58's avatar
      Naldo58
      On our wavelength
      2 years ago

      Tried that, it makes no difference

  • 用心棒's avatar
    用心棒
    Very Insightful Person
    2 years ago

    Sorry to read that.

    Can you:

    • confirm that after changing zoom to 100%  the page was refreshed by pressing Ctrl + Shift + R?
    • try zooming out as far as possible (even if unreadable), press Ctrl + Shift + R to reload page, and then zoom back in to a readable level to see if the Filter Rule option appears.

     

    • Naldo58's avatar
      Naldo58
      On our wavelength
      2 years ago

      I've followed your instructions to the letter, here's the result

       

  • 用心棒's avatar
    用心棒
    Very Insightful Person
    2 years ago

    Thank you for confirming.

    I am stumped for the moment as to the cause of this issue if not due to operating system and / or web browser zoom levels.

    • coenoby's avatar
      coenoby
      Very Insightful Person
      2 years ago
      用心棒 wrote:

      I am stumped for the moment as to the cause of this issue if not due to operating system and / or web browser zoom levels.

      So am I!

      It's strange because Naldo58 's screen shot shows the link to "Blocklist" but not the links to "Filter Rules" or "Spam settings".

      I have been having a play with the privacy & security settings in Chrome and Firefox to see if I can recreate this issue but without success.

      Sorry Naldo58, I think you'll have to carry on using Bluemail. I have Bluemail installed on one laptop and it is pretty good. I still prefer Thunderbird though.😉

      Coenoby.

      • 用心棒's avatar
        用心棒
        Very Insightful Person
        2 years ago
        coenoby wrote:
        用心棒 wrote:

        I am stumped for the moment as to the cause of this issue if not due to operating system and / or web browser zoom levels.

        So am I!

        It's strange because Naldo58 's screen shot shows the link to "Blocklist" but not the links to "Filter Rules" or "Spam settings".
        ⋮

        Just the nudge needed (thank you coenoby).

        Naldo58, to reproduce what you saw I can either zoom in on the page or reduce the browser's window size. An example of the latter follows with initial window size of 952 × 970:
        and then of 952 × 595:

        Can you try maximising the browser window and then press Ctrl + Shift + R to reload the page to see if issue persists. Should it still persist then look at maybe temporarily disabling any accessibility changes made  to see if issue still persists;

    • Naldo58's avatar
      Naldo58
      On our wavelength
      2 years ago

      Me too, that's why I've moved to Blue Mail desktop app.

      Thanks for all the advice but I feel VM webmail is done for.

  • 用心棒's avatar
    用心棒
    Very Insightful Person
    2 years ago

    It is good to read the Filter Rule option is visible but extremely disappointing that accessibility options had to be turned off to achieve it; this issue been flagged to the forum team.