Forum Discussion

3_g's avatar
3_g
On our wavelength
2 years ago

Missing emails (again) - blueyonder.co.uk address

I only post here when there are issues with the VM mail services - and there have been no issues for the past couple of years!

 

I have noticed the number of email I receive has decreased.  It was a daily digest email from Finextra that first brought this to my attention, this digest has not been received for about 10 days now.

I use my own domain which has forwarding onto my blueyonder.co.uk email address.

No changes had been made to the domain forwarding before I noticed emails were missing - not delivered to my VM inbox or to the spam folder.  My mail clients are not set up to filter spam mails.

I have logged into Virgin webmail and there is no auto forward set up on the BY address, and only one domain on the blacklist, which I added years ago.

I have now made a change to the domain forwarding, this has proven that about 50% of the emails are not being delivered to my blueyonder.co.uk address.

The sender is not getting a bounce back, so there is nothing obvious that can be changed at the VM end, and I have left sufficient time for redelivery if there was a TTL issue. It’s a bit random which emails are not delivered.  Yesterday 2 easyJet emails were sent to me to check in for 2 separate flights.  Both were delivered to the temporary forwarding location, but only one was delivered to my normal BY forward. I expect (but have not checked) that emails like this are using DMARC and therefore should not be treated as spam.

In the past the email issues have occurred due to more harsh spam rules being applied by VM, which were then resolved through feedback from me and other customers, and I suspect this is happening again.

I see little value in calling the help desk unless they can get me through to 3rd level support or the mail team.

Is anyone else experiencing similar issues with emails.  Can one of the VM mods please PM me and I can provide info to the mail team for them to look into this.

Thanks

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  • David_Bn's avatar
    David_Bn
    Icon for Forum Team rankForum Team
    2 years ago

    Thanks for reaching out to us 3_g and welcome back to our Community Forums, can you please confirm if this only happens when dealing with the blueyonder E-Mail domain, or do you forward onto alternative domains from the 3rd party E-Mail address also?

    Can you please also confirm that E-Mails forwarded from the 3rd party domain to the blueyonder account haven't been distributed into any alternative folders within the inbox - such as 'archive'?

    Thanks

    David_Bn

    • 3_g's avatar
      3_g
      On our wavelength
      2 years ago

      Thanks @David_Bn for picking this up.

      I've been keeping a close eye on emails for the past few days to establish how much of an issue this is, and if there are any themes.

      I estimate about 1/3 of emails are not being received at my blueyonder.co.uk address, compared to the temporary address they are also being forwarded to.

      The domain that I am forwarding from is only used for personal email and only for me, i.e. no other users.  I already had in use some specific email addresses at my domain which would forward to 2 addresses, this for contingency purposes where I wanted to be sure that these were definitely received, and this has worked well for 10+ years.

      The 3rd party email address does not have any further forwarding on it.

      The emails from the 3rd party domain to my BY account do not have any rules or forwarding set on them, either within the VM mail settings (webmail) or on the mail clients used - so it is delivered and left exactly where the Blueyonder incoming mail server decides to put it i.e. inbox or junk.  These emails are not placed in an archive folder.

      What I have found is sometimes emails from the same sender / same details are getting through and sometimes not.  For example after a gym session on Wednesday, a summary email was delivered to the 3rd party email, but not to BY.  The rule was to forward it from my 3rd party domain to both addresses.  The email the next evening (send around the same time, same sender, same subject, similar content) was delivered to BY this time (and to the 3rd party email address).  The initial email from a property manager was not delivered to me, but was received by my wife (also on a Blueyonder.co.uk address).  Subsequent emails (still to the domain name, forwarded to both my BY and temporary forwarding address) are all received ok!

      Clearly if there was a bounce we could get the VM mail team to use the errors to investigate, however in the absence of a bounce and with intermittent delivery it makes it a lot more difficult, but with around a third of emails not being delivered, it is frustrating to get such a poor service from VM.

      Please let me know what else to try.

       

      Thanks

      • John_GS's avatar
        John_GS
        Icon for Forum Team rankForum Team
        2 years ago

        Hi 3_g 

        Thanks for coming back to us. 

        So we can assist further, are these emails being delivered to your own domain email first (the non-VM email) but just not being auto-forwarded? 

        Best wishes.

  • 3_g's avatar
    3_g
    On our wavelength
    12 months ago

    Quite frustrating that there has been no progress on this matter, yet a significant number of emails that I am sent are still not being accepted/delivered by Virgin Media.

    I've only had one significantly delayed email in this time: of three emails sent in a short time relating to gift card purchases, only one (the second of the three) was delivered at my mail account with VM/BY, and this email was delayed by c. 70 hours.

    This is the delayed part of the header:

    Received: ⁨from smtp03.topdns.com ([85.159.232.242]) (using TLSv1.2 with cipher ECDHE-RSA-AES256-GCM-SHA384 256/256 bits) (Client did not present a certificate) by mx4-prd-nl1-vmo.edge.unified.services with ESMTPS id 2ULXsj1J58lBW2ULssa7ul; Thu, 02 May 2024 13:11:49 +0200⁩

    It's a bit of a lottery which emails will and will not be delivered to my mail account with VM/BY, yet VM seem uninterested in trying to get this resolved.  Why would this be?