Forum Discussion

Jamesmc23's avatar
Jamesmc23
Tuning in
2 months ago

Slow email delivery times for Lebara

Hi,

I have an issue where i'm unable to access OTP codes from lebara. This issue is ongoing and persistent. 

The issue is on virginmedia email side, because the OTP expiry time and the time it takes for the email to appear on virginmedia side is causing the OTP delivery time to expire. 

Can virginmedia please add lebaras email as a safe sender not causing delays for emails from lebara they are taking an average of 5-10mins to arrive which by then the OTP expires and same processes is ongoing.

I have tested with Gmail and the OTP delivery time is near instant and the OTP code works.

Their email is lebaramobile@lebara.com

5 Replies

  • Jamesmc23's avatar
    Jamesmc23
    Tuning in
    2 months ago

    hello??

    can someone help or tell me where and how i can solve this issue

  • goslow's avatar
    goslow
    Alessandro Volta
    2 months ago

    It can take several days for a VM person to reply from when you first posted.

    If you know that GMail works reliably with Lebara, why not switch to using the GMail address?

    VM Mail is totally unfit for purpose now IMO as far as using it for day to day activities is concerned. It is simply not reliable enough.

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    2 months ago

    Hey Jamesmc23, thank you for reaching out and we are so sorry to hear about your email issues, also a warm welcome to the community.

    We would advise to make this email as safe, if not as mentioned please use another provider for the time being if this gets to the inbox faster.

    • Jamesmc23's avatar
      Jamesmc23
      Tuning in
      23 days ago

      i tested it by creating a new email and see how email change OTP takes to arrive (it arrived instantaneously)

      the issue is i cant change my email without email OTP which doesnt work because virginmedia filters and email arrives post OTP acceptance time.

      so can virginmedia sort out this issue PLEASE.

      • Molly_T's avatar
        Molly_T
        Icon for Forum Team rankForum Team
        22 days ago

        Hi Jamesmc23 👋

        Thanks for getting back to us. The difficulty is, that the emails are arriving - just outside of the time frame required. 

        This means any filters aren't stopping the email from arriving, just slowing it down. We're a bit limited in the support we can provide in this instance, and raising it with IT isn't currently an option as the emails are arriving. 

        I'd recommend trying to add the email address that these emails come from into your address book, and marking it as a 'safe sender'. This may help. 

        There's instructions on how to do this here 👉 https://www.virginmedia.com/help/broadband/manage-email-account  under the section titled 'Using your address book'. 

        Let us know how you get on, and if the emails stop arriving altogether! Thanks for your continued patience and understanding.