Forum Discussion

hackneyuser's avatar
hackneyuser
On our wavelength
1 month ago

Why is VM randomly marking some emails as junk - serious consequences

I have been using VM email since it was Blueyonder.

I have never used the online email function but always downloaded to a desktop computer.

And as far as I know in the decades I have been doing this have never had a missed email.

Today after a week of anxiety around a legal issue, it turns out VM had randomly made emails from a solicitor who I had been in communication with, junk.

Not only has this caused me problems but has made the solicitor think their email system isn't reliable.

It was pure chance that because I made the effort to see if they had arrived at the online email function, and remembered to look in junk that I found them.

Along with emails from a hosting company I have used for years so their address isn't new.. This was about financial charges etc., and could have led to me missing a payment.

This was around the same date, so somthing must have triggered this, although other emails did download.

On what basis would VM or its techies have decided to mark these as spam.

And if in fact this is a regular occurance, you should post a warning that your email provision is not a reliable one for anyone who wants the ease of being able to download to a computer.

What compensation could I claim from you, had it meant I missed an important deadline in relation to a legal matter.

This experience has left me very concerned and anxious.

 

4 Replies

Replies have been turned off for this discussion
  • Martin_N's avatar
    Martin_N
    Icon for Forum Team rankForum Team
    1 month ago

    Hi hackneyuser,

    Thank you for your post. We're sorry to hear that the emails you have received went to your spam inbox. 

    There can be many different reasons why an email would go to a Spam inbox. 

    If you are to have further emails from that email address you should be able to mark furture emails to go into your main inbox. 

    ^Martin

    • hackneyuser's avatar
      hackneyuser
      On our wavelength
      1 month ago

      Sorry that doesn't address the issue.

      The issue is that this means VM email system is NOT reliable.

      As I dont use the online email service there is nothing that a supposedly well programmed email system could base a decision on that an email address is junk.

      Do you not realise how damaging it could have been that for no reason on 2 dates a couple of weeks ago I did not get important emails.

      If you as the service provider dont know how it happened then you cant fix it.

      In which case you should put out an alert to all of us who dont acess emails online but down load to a computer via Outlook or whatever should be aware the VM can not guarantee a reliable service.

      In an age when so much of our communication is by email etc., people need to be aware that they shouldn't use VM as their primary means of communication.

      Any more than using a delivery service that gets a reputation for drivers just dumping parcels when they cant complete their round in time.

      What is VM going to do about make sure its email system is reliable.

      Can you confirm whether or not your systems experienced a glitch on 7 January 2026.

      You dont seem to grasp the seriousness of this unreliability. eg anyone corresponding with a solicitor should not use VM to email because VM cant promise it wont randomly block the email address even though it has been okay before.

      It isn't for me to have to go on line and tinker around.

      It is for VM to say that yes its email system is roboust enough and reliable enough for those downloading emails to their computer.

      What is VM going to do about it?

      • Michael_M's avatar
        Michael_M
        Icon for Forum Team rankForum Team
        1 month ago

        Thanks for coming back to us and explaining your concerns so clearly. We completely understand why this has caused you so much frustration. When important emails do not arrive as expected, you’re absolutely right. Reliability is essential, and we don’t take issues like this lightly.

        We are really sorry that this happened and that it has affected your confidence in the service. Even if emails are downloaded via Outlook or another client rather than accessed online, they should still be delivered consistently, so it’s understandably worrying when that doesn’t happen.

        Although we are not part of the dedicated technical email team, we are ensuring that your experience, including the dates affected and the concerns you’ve raised about possible blocking or filtering is passed on internally for review. This includes checking whether there were any known issues around 7 January 2026.

        You shouldn’t have to troubleshoot this on your own, and your feedback about the impact and seriousness of the situation is being recorded so the relevant specialists can look into it properly.

        Thanks again for taking the time to highlight this. We want to make sure the service is dependable, and your comments will help us address this with the teams responsible for the email platform.