Forum Discussion

shousley's avatar
shousley
Joining in
4 months ago

Emails suddenly going to Spam

 Today I've noticed several emails allfrom the same trusted sender have suddenly disappeared from my inbox and I've found them in the Soam folder.

I've tried moving them but it moves them straight back to Spam

So I've tried 4 times to move them or click the red 'not Spam ' icon but each time it just keeps the emails in the Spam folder.

Very annoying and very inconvenient 

What's hand how can it be resolved?

Thanks

  • mickelodeon's avatar
    mickelodeon
    On our wavelength

    A different point - In the last two days, two e-mails from a moderator on the Virgin Community Forum have landed in my 'Spam' folder . How come (is the Virgin brand in bad odour within)?    

    • coenoby's avatar
      coenoby
      Very Insightful Person

      mickelodeon wrote:

      . How come (is the Virgin brand in bad odour within)?    


      Notification emails from this forum have been flagged as spam by VM email and many other email providers since March this year.

      The Forum is a standard forum software product sold by Khoros. The notification emails from the forum may have "@virginmedia.co.uk" addresses but they are sent by the forum software not VM.

      It seems  the last update of the forum software made a change that causes forum emails to fail the authentication checks thatmost  email services run on incoming emails.

      Why it's taken so long to get resolved I don't know.

      Coeniby

  • 用心棒's avatar
    用心棒
    Very Insightful Person

    shousley wrote:

     Today I've noticed several emails allfrom the same trusted sender have suddenly disappeared from my inbox and I've found them in the Soam folder.

    I've tried moving them but it moves them straight back to Spam

    So I've tried 4 times to move them or click the red 'not Spam ' icon but each time it just keeps the emails in the Spam folder.

    Very annoying and very inconvenient


    AFAIK Virgin Media spam filtering occurs only on receipt. It is unlikely Virgin Media's spam filters are moving the emails back to the Spam folder.

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  • coenoby's avatar
    coenoby
    Very Insightful Person

    shousley 

    Just to follow up on 用心棒 's post that this strange behaviour is unlikely to be initiated by VM webmail.

    I agree with that. We have seen that  VM's spam filters and VM webmail filter rules only work on incoming emails. We have never seen them get applied to emails in the Inbox.

    It appears that you use the VM webmail service but do you also use an email app or client, such as Outlook or the Mail App, to access your VM emails? 

    If so, it is possible that something in the app is moving certain emails to spam. Perhaps due to a rule set up in the email app or client itself. If the app is set up to use ther IMAP protocol that would mean any emails moved to spam by the app would then also be moved in the VM webmail account on the VM website.

    Coenoby