Forum Discussion

colinhipwell19's avatar
colinhipwell19
Joining in
11 months ago

SPAM Filter

SPAM filter is now treating my regular contacts as SPAM. No amount of marking as not spam is helping!

  • Gareth_L's avatar
    Gareth_L
    11 months ago

    Hello colinhipwell19.

    Thanks for your reply.

    You are quite right in saying, It does not address the initial problem.

    I can look into this for you and get the answer.
    If you don't mind, I will need to send you a private message to pass security. 
    If you can check the Logo top right of your screen that would be great. 
    Regards     
    Gareth_L
     

  • Hi there colinhipwell19 

    Thank you so much for your post and welcome to the community forums, it's great to have you here. 

    I am so sorry that you have faced this issue and welcome again to the forums. Can I ask if these are emails from multiple addresses or one particular address? 

    Do these emails contain links or images at all?

    • colinhipwell19's avatar
      colinhipwell19
      Joining in

      Hello Ashleigh

      They are from single addressees and often contain links as they have always done over as many years as I have been with VirginMedia and its predecessors. Has something changed with the SPAM filter recently? Nothing has changed as far as the content of the emails in question are concerned.

      Regards

       

      • Carley_S's avatar
        Carley_S
        Forum Team

        Thanks for coming back to us colinhipwell19 

        Does this same issue happen when you use an email client such as gmail and outlook as well as our webmail?
         

        Are you able to try and reset your spam filters for us and see if this helps to resolve the issue? To do this click the settings cog in the top right-hand corner >Expand the Email option >Select SPAM Settings
         

        Select the SPAM setting you’d like to use:
        Reject All Spam messages
        Move message to Spam folder (default)
        Flag a message as Spam but deliver to Inbox
        Turn off all Spam filtering

        Let us know how you get on


         

  • 用心棒's avatar
    用心棒
    Very Insightful Person

    Consider checking ⚙ > E-Mail > Blacklist for the email address that is being directed to Spam folder; if it is listed then removing it should resolve the issue.

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    • colinhipwell19's avatar
      colinhipwell19
      Joining in

      Most unhelpful. Why would I add my regular correspondents to my Blocklist (not Blacklist)?

      • 用心棒's avatar
        用心棒
        Very Insightful Person

        colinhipwell19 wrote:

        Most unhelpful. Why would I add my regular correspondents to my Blocklist (not Blacklist)?


        Inadvertently; hence the need to check.

        Be aware that Virgin Media's spam filters do not “learn” from user identification of messages as spam or not.

        Whilst using the Flag a message as SPAM but deliver to Inbox option consider creating filter rules, similar to the following, to handle messages wrongly identified as spam from those that are; make sure to deselect the highlighted  Process subsequent rule option:

        The above rule keeps messages from jane.doe@example.com and jane.doe@example.org that are flagged as spam.


        The above rule moves all remaining messages flagged as spam to the Spam folder

        It is important the rules are listed in the order that follows:

  • 用心棒's avatar
    用心棒
    Very Insightful Person

    Hopefully the forum team will request the information required to correct the false positives and avoid use of workarounds.

    It would be wise to migrated away from Virgin Media's email service as its use is tied to being a broadband customer with them.