IMAP says IP is blacklisted

I cannot get into emails. I just get a message saying my IP is temporarily blacklisted.

I have called support. He got me to change my email password. Still the same.

As I can get into mails via my browser, he insists it must be my end, and that I need to call gadget support (who charge)

This is despite me pointing out many times that this problem exists on my PC (Running Outlook) and my laptop (running Thunderbird), and my wife's iPad - she cannot access emails either

I fail to see how all 3 programs can develop a fault at the same time, and despite me saying the error (saying I am blacklisted) is coming from the IMAP server.

Any real support people able to assist please?

coenoby
2 months ago
aderussell wrote:
The message is : --The Imap Server wants to alert you to the following:Temporarily blacklisted IP Address- Try again later.
I have my doubts about the advice regarding your VM IP address being changed. I don't think my IP address has changed for a long time.
If I had received that error message I would use VM's Netreport facility to request the IP be de-listed. 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 drop down list
select an abuse form of Other from drop down list
paste the complete error message (including your IP address) into the Log Evidence area
enter your name into My name field
enter your email address into Email address field
select Submit button
The other point to bear in mind is that blacklists / blocklists are dynamic. That means an IP address is blocked automatically after a period of suspicious traffic is detected coming from that IP address. After a period without any suspicious traffic being detected the IP address is then de-listed automatically. If there is malware on one of your smart devices that could be generating suspicious traffic which result in your IP address being blacklisted. If that is the case unless the malware is removed it could well result in your new IP address being blocked in due course.
Coenoby

coenoby
Very Insightful Person
2 months ago
aderussell wrote:
Any real support people able to assist please?
It would be helpful if you could post the exact error message that Outlook and Thunderbird are returning but make sure to hide or remove your actual IP address and email address.
One other clarification, when you say "I can get into mails via my browser" does that also include sending and receiving new emails using the VM webmail or can you merely view your existing VM emails?
Coenoby
aderussell
Up to speed
2 months ago
The message is : --The Imap Server wants to alert you to the following:Temporarily blacklisted IP Address- Try again later.

I can send and receive via the webmail
- coenoby
  Very Insightful Person
  2 months ago
  aderussell wrote:
  The message is : --The Imap Server wants to alert you to the following:Temporarily blacklisted IP Address- Try again later.
  I have my doubts about the advice regarding your VM IP address being changed. I don't think my IP address has changed for a long time.
  If I had received that error message I would use VM's Netreport facility to request the IP be de-listed. 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 drop down list
  select an abuse form of Other from drop down list
  paste the complete error message (including your IP address) into the Log Evidence area
  enter your name into My name field
  enter your email address into Email address field
  select Submit button
  The other point to bear in mind is that blacklists / blocklists are dynamic. That means an IP address is blocked automatically after a period of suspicious traffic is detected coming from that IP address. After a period without any suspicious traffic being detected the IP address is then de-listed automatically. If there is malware on one of your smart devices that could be generating suspicious traffic which result in your IP address being blacklisted. If that is the case unless the malware is removed it could well result in your new IP address being blocked in due course.
  Coenoby
  - aderussell
    Up to speed
    2 months ago
    Thanks for that - I didn't know about that form. I have filled it in and sent
    In the mean time emails started working EXCEPT one email address would not accept the password. I tried changing the PW, but it needed me to give a non-blueyonder email . I tried this, but it said I had already made a change , and to respond to the email. There was no email. Called support (worse thing I ever did). She made changes and said now, to get my emails I had to use my gmail account.. She said she had changed it that way - I said no, I didn't ask for that, I just wanted to reset my password. Then she said I needed to create a 3rd party email address (not blueyonder) to link to. I asked why. She said that is the way. I insisted she explained why but she could not. During all this, again all emails were flagged as blacklisted again. I said if she could not explain why she wantend me to do what she asked I would not as everything was going wrong yet again. It was left that level 2 support would ring me tomorrow (won't hold my breath). I then wondered if me unable to access one email address was the cause of the problem - if it had been hijacked or something. So I deleted that email address from my account. I rarely used that one anyway. I am only putting all this detail here in the hope that support can see how frustrating it is working with the first line support. I have spent hours and got nowhere. I hope filling in that form does something, so thanks for that. End of frustrated rant.
aderussell
Up to speed
2 months ago
Update. After 2 hours on the phone, with them trying to get me to pay monthly for 'gadget support', I finally got through to 2nd line support. Yes my IP address is blacklisted (they cannot say why) and it is due to be automatically changed on 25th anyway. apparently this is an automated change that happens at certain intervals. They have put in a request for it to be done sooner but canot guarantee it will happen. So I have to wait for possibly 6 days just to find out if it makes a difference. NOT impressed.
aderussell
Up to speed
2 months ago
Just got of the phone to 2nd line, they did call me. Useless. Hung up on me in the end . She said the IP allocation is quote' nothing to do with Virgin'., so nohing they can do about changing it. I was not rude, but I was insistent that all I keep getting is fobbed off and that I wanted someone to help. She just said' I can't help you ' and hung up on me.I have been with Virgin since it was United Artist (yes I am that old). An excellent service has developed into 'don't bother us'. Oh well. Only one thing to do. I will not post any more about this. Just hope someone from Virgin reads it and realises what we have to put up with.
- coenoby
  Very Insightful Person
  2 months ago
  aderussell
  "I will not post any more about this."
  I can understand that.
  All I can say is that changing your VM IP address is not the way to resolve the problem. In my personal opinion, the VM support staff you originally spoke to should not have suggested that to you as a solution.
  The reason I say that is because, unless you can identify why your IP address got onto a blocklist and taken any necessary action to stop that happening again, any new IP address you get stands a very good chance of being blocked as well.
  The real solution is to take action to stop your VM IP address from getting listed on a blocklist in the first place. Ideally VM should be offering you advice on how to do that.
  As I said earlier, the first thought in these circumstances is that there may be malware on a smart device on your home network which, unbeknown to you, is generating suspicious traffic from your IP address that s being detected by Spamhaus or one of the other anti spam organisations.
  Coenoby
- Ayisha_B
  Forum Team
  2 months ago
  Hi aderussell 👋
  
  Welcome back to our Community Forums and thanks for your post. Sorry to hear your IP is blacklisted and you are not happy with the response from our 2nd line Support team.
  
  I can see they advised you to contact Spamhaus.
  
  Can you let us know how you get on?

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IMAP says IP is blacklisted

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