Forum Discussion

Hinshaw's avatar
Hinshaw
Joining in
8 months ago

Cannot send emails from Portugal

I have been very grateful to the Community Team on several occasions , particularly when Virgin blacklisted me in April and it took a huge effort from Beth G and her colleagues to get  my main email ...
  • Ashleigh_C's avatar
    Ashleigh_C
    8 months ago

    Hi there Hinshaw 

    Thank you so much for your post and welcome back to the forums, it's great to have you back. 

    I am so sorry that you have faced this issue and we will certainly do all we can to assist with this. Can I ask if this is happening on a main or secondary email? Do you get an error at all when you try to send or just a failed send report? 

Hinshaw's avatar
Hinshaw
Joining in
7 months ago

Many thanks to Number-6, Ravenstar 68 and  Mathew_ML for all your helpful comments. Apologies for this single reply but comms are a bit stressed and taking up more time than usual !

 

1- I am using outlook and we can send emails from our devices using the 4G data service on my phone or an pad here as well as while using friends internet connections. I have not tried to use webmail but I suspect that it would work; I shall try;

2- Lazerspeed have found nothing amiss with their public IP address and given that a very large number of the users of their service in the Algarve will be coming from  a wide range of countries  and internet/email services I think that it must be unlikely that they are the cause of he problem.How do I find out what is the public IP address which is being used?

3- I was concerned that this might be a hangover from Virgin's interference with my principal email address operation in May- but that only affected that address and I was assured by Virgin that that had all stopped.

Many thanks- I shall keep trying to solve the problem .

  • ravenstar68's avatar
    ravenstar68
    Very Insightful Person
    7 months ago

    Whilst on the Lazerspeed connection - go to https://whatismyipaddress.com there you will fine the IPv4 address that you are using.

    Once you have this - enter this into the IP llokup tool at spamhaus.org

    Tim

    • Hinshaw's avatar
      Hinshaw
      Joining in
      7 months ago

      Many thanks Ravenstar68.All clear  so far as I can see and, as it happens, I noticed last night that I had managed to send an email using one of my addresses. Further tests today are also working, so fingers crossed ( or what ever the IT equivalent is!)

       

      Again thanks to all for their help - but still in the dark as to why this happened and inevitably wondering it it is linked to Virgin's activities on my main address in April/May.

      • ravenstar68's avatar
        ravenstar68
        Very Insightful Person
        7 months ago

        Without having checked the IP at the time you couldn't send, it's hard to know for sure.  But the CSS does have a 48 hour lifespan.  If no spam is seen from an IP after that amount of time, the entry automatically drops off the list.  Most blacklists have a similar lifespan, apart from the PBL and DUHL, which are simply used to identify IP ranges that are allocated using DHCP and don't affect normal mail sending.

        I'm glad it's working now - but if it does stop again, it might be worth checking the IP again.  Remember that your IP may change over time so double check what your IP is at the time you test.

        However, I'll keep my fingers crossed for you too.  (We definitely still cross our fingers lol, although sometimes depending on the problem, we already know the solution).

  • Megan_L's avatar
    Megan_L
    Forum Team
    7 months ago

    Hi Hinshaw,

    Thanks for coming back to us about your email issues, I am sorry you're still struggling to figure this out. 
    It does seem like a complex problem so we don't blame you for reaching out for help!

    I can see Ravenstar has already mentioned checking whether your IP is blacklisted. You can check this here 👉 Blacklist Check - It also states how you find out your IP on that page as well.

    If you find that your IP had been blacklisted, then you will need to resolve any security issues on your devices. You will also need to perform virus and security scans using your choice of security software, and once you're no longer triggering the spam systems the IP address will be removed from the blacklist.
    If you find that your IP is not blacklisted then there are still steps we can take to help in this instance.

    Please let us know what you find out.

    Thanks,

    Meg