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

    Surely this should be a really easy fix, this has cause me so much hassle today, I could not even speak to O2 about my phone as they insisted on emailing me a code rather than text it!!!

  • m1maj's avatar
    m1maj
    Joining in
    3 months ago

    The root cause of the problem seems to be that ntlworld.com has disappeared from the gTLD DNS servers that are the definitive index for the whole of .com. 

    $ dig -t ns @a.gtld-servers.net. ntlworld.com.

    ; <<>> DiG 9.18.30-0ubuntu0.22.04.1-Ubuntu <<>> -t ns @a.gtld-servers.net. ntlworld.com.
    ; (2 servers found)
    ;; global options: +cmd
    ;; Got answer:
    ;; ->>HEADER<<- opcode: QUERY, status: NXDOMAIN, id: 48100
    ;; flags: qr aa rd; QUERY: 1, ANSWER: 0, AUTHORITY: 1, ADDITIONAL: 1
    ;; WARNING: recursion requested but not available

    ;; OPT PSEUDOSECTION:
    ; EDNS: version: 0, flags:; udp: 4096
    ;; QUESTION SECTION:
    ;ntlworld.com.                  IN      NS

    ;; AUTHORITY SECTION:
    com.                    900     IN      SOA     a.gtld-servers.net. nstld.verisign-grs.com. 1744209770 1800 900 604800 900

    ;; Query time: 12 msec
    ;; SERVER: 2001:503:a83e::2:30#53(a.gtld-servers.net.) (UDP)
    ;; WHEN: Wed Apr 09 15:43:24 BST 2025
    ;; MSG SIZE  rcvd: 114

    VirginMedia's own nameservers are responding just fine, and their email system is probably working OK too. They are just isolated from the global DNS namespace and therefore can't be found.

    It is quite possible that this isn't actually VirginMedia's fault.

  • IANBIB's avatar
    IANBIB
    Tuning in
    3 months ago

    Hi all - so glad I found you! I have been tearing my hair out over this issue - using outlook to pull in my ntlworld emails, and now discover I am not the only one - phew!. Its taken ages to finally get in here - cos my ntlworld email isnt working! Thanks to all who have highlighted this issue, you have saved what little hair I have got left! Come on VM - just get it sorted please! 

  • coenoby's avatar
    coenoby
    Very Insightful Person
    3 months ago

    nleaneychrispa111 

    Looking at the VM service status for my area currently (4.20PM) shows this:

    Coenoby

    (That says "11.04pm" by the way if the image is too small to read.)

     

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

      11:04pm for me too. You wouldn't be in Cambridgeshire would you? 😉

      • coenoby's avatar
        coenoby
        Very Insightful Person
        3 months ago

        Phil864 

        Not Cambridgeshire - over the border in Suffolk 😉

        Coenoby

  • PhilBrown170's avatar
    PhilBrown170
    Joining in
    3 months ago

    I have the same problem particularly between my Gmail and ntlworld accounts. 

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

      Indeed. The problem appears to be a lack of domain authorisation at the Google end. Some email domains don't look like Google but use it behind the scenes so are affected too. Btinternet IS working based on my test earlier.

  • SimonF66's avatar
    SimonF66
    Tuning in
    3 months ago

    I still can't send or receive emails

    I called and Virgin Media told me this should be resolved by 17:30

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

    I appear to be fully restored to normalisational wonder!  It's fixed. 😄

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

    Cheers! I'm fully fixed now as of the last 10 minutes.