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fangster's avatar
fangster
Up to speed
3 months ago
Solved

Sending to my ntlworld email bounces with recipient's domain does not exist - [logged under F011775373]

Several people have reported (and I've just tested) that sending an email to my ntlworld acount bounces with:

Your message couldn't be delivered. The Domain Name System (DNS) reported that the recipient's domain does not exist.

I can log into my email as normal and can send from the account. Anyone else having this and any ideas and when it might be fixed?

 

[Mod - title edited to add fault ticket]

  • Michael_JK's avatar
    Michael_JK
    3 months ago

    Hi everyone, 

    We've been advised a fix has been deployed and we expect normal service to resume shortly.

    Apologies again for any inconvenience this issue may have caused.

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  • csko's avatar
    csko
    On our wavelength
    3 months ago

    This morning, I am unable to send email too.  

    I get this message:

    Message could not be sent to the following recipients: ["**"""""""""" <************>] (421 - 421 4.1.0 SMTP400 Cannot validate your Mailfrom Domain ntlworld.com in DNS, adjust or retry later ;id=2R0VurAIjR1WZ2R0Vupxxz;sid=2R0VurAIjR1WZ;mta=oxsmtp3-prd-nl1-vmo;d=20250409;t=104203[CET];ipsrc=100.107.83.143;

    Please could virgin fix the current problem urgently?

     

     

  • iriches's avatar
    iriches
    Tuning in
    3 months ago

    I've got the same problem. I've managed to get the following response via twitter/X:

    ----------

    Thanks for the details. We've just received a report confirming that this is a known email fault, issue reference F011775373, impacting NTL email services. Our dedicated team is currently working on resolving this as soon as possible. At this time, we don't have an estimated fix time, however rest assured, we're actively working on a solution.

    ---------

    So at least someone seems to be aware now...

  • drdjmatthews's avatar
    drdjmatthews
    Joining in
    3 months ago

    AI overview
    "As of April 8, 2025, Virgin Media is planning to close all email accounts ending in ntlworld.com in 2025, so it's likely that the ntlworld email service is down or will be soon. 

    Here's a more detailed explanation:

    Virgin Media Email Closure:

    Virgin Media, which owns the ntlworld.com email domain, has announced that they will be closing all email accounts ending in ntlworld.com in 2025. 

    Impact on Users:
    If you have an email address ending in ntlworld.com, you will no longer be able to access it after the closure date."

    This would suggest that VM have turned off ntlworld.com without warning/informing users!

    • Phil864's avatar
      Phil864
      On our wavelength
      3 months ago

      No. This is only for closed accounts. V.M has confirmed that active ntlworld accounts will persist. More importantly: my ntlworld email IS working today. It just can't get autheticated by any Google email server!

      • Phil864's avatar
        Phil864
        On our wavelength
        3 months ago

        https://community.virginmedia.com/discussions/email/ntlworld-com---ending/5620300

  • Gwyneth1's avatar
    Gwyneth1
    Settling in
    3 months ago

    Has anyone been able to report this to Virgin? I’ve tried and can’t get through!

  • davesburton's avatar
    davesburton
    On our wavelength
    3 months ago

    I jumped on the instant chat, and their advisor advised that the ntlworld domain is not available anymore and we need to provide a third party email to set up on the account to continue using email. I denied that option and raised a complaint that there was no warning this was happening.

    They had no problem renewing the package with that email a few weeks back.

    • Phil864's avatar
      Phil864
      On our wavelength
      3 months ago

      I think that this is a different issue. Anyone already using an ntlworld address should see it continue to work. My ntlworld email address IS working today: an email send from it to it works fine. Only interactions with Google are blocked and it's a configuration issue with the ntlworld domain on the Google server setup.

      • csko's avatar
        csko
        On our wavelength
        3 months ago

        I cannot send emails from my ntlworld address now.  I'm not receiving from hotmail or gmail addresses. However, some emails are coming through. 

    • csko's avatar
      csko
      On our wavelength
      3 months ago

      I was already forced to do this.  So, I have to log in with a different (non virgin) email address but the actual email address is still the ntlworld one.   However, I'm still having this problem.   My husband hasn't created the secondary email log in and also has these DNS issues.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    3 months ago

    There is one certain way to put an end to these constant email problems, and that it to move to a different email provider. VM haven't admitted it yet, but they have given many indications of running down their email service.

     It is not a simple matter for a user to change, but the many people who have already done so will all tell you that it was worth the trouble. It will be much better to do this now in your own time, rather than at some future date when VM finally imposes a closing date.

    In the meantime, these annoying service interruptions will continue. 

  • CS13's avatar
    CS13
    Settling in
    3 months ago

    I am also having an ntlworld email address issue.  I have spoken to 3 different engineers this morning and it was the last one that suggested a national outage but the others were not aware.  So who knows if this will get resolved quickly.

    • CS13's avatar
      CS13
      Settling in
      3 months ago

      I am also getting errors trying to send emails aswell

    • Phil864's avatar
      Phil864
      On our wavelength
      3 months ago

      There's an incident reference: F011775373 so someone is working on it I hope; if it's assigned.

  • Catamoran2's avatar
    Catamoran2
    Tuning in
    3 months ago

    Same problem here. I can send emails but not receive them. Message is "no mx record found for domain" and my email address. Very inconvenient. I hope its fixed soon. PLEASE.

  • Paul121's avatar
    Paul121
    Joining in
    3 months ago

    I have the same issue.

    I managed to speak to someone at VM support.  Apparently they retired the domain @ntlworld.com yesterday evening (8th April 2025).  They told me they had informed all customers they were planning to do this, but I definitely did not receive advanced notice.

    I have raised a complaint with VM about it.

    Hopefully the telephone agent is correct as I don’t want to mislead anyone.

    My suggestion would be to call broadband support via 150.

     

    • Phil864's avatar
      Phil864
      On our wavelength
      3 months ago

      I've had zero notification of any domain retirement and likewise the various other people posting here. 

      • Phil864's avatar
        Phil864
        On our wavelength
        3 months ago

        I've just sent an email via my ntlworld address to a btinternet.com address and it worked. The ntlworld accounts have NOT been disabled; this is a Google config issue.

    • nleaney's avatar
      nleaney
      Dialled in
      3 months ago

      No notification here either.  I'd like to see them provide the evidence that they communicated it to any of us 

  • chrispa111's avatar
    chrispa111
    Tuning in
    3 months ago

    Virgin have this logged on their status page. Fix due in a few hours

     

    Status

    Outage Identified and Raised

    Estimated fix time

    Today at 2:04pm.

    Details

    Virgin Media Mail is having trouble with NTLWORLD.COM emails at the moment, so there might be a bit of a delay. We are sorry about this, our engineers are looking at fixing this as soon as possible.