Forum Discussion

greig2000_uk's avatar
greig2000_uk
On our wavelength
2 years ago
Solved

Blueyonder email domain - proplems receiving email to this domain from certain senders

Hi, I have a couple of problems receiving emil to my .blueyonder account. The account is over 20 years old , is set up properly and has worked pretty much on the ball up to a year, maybe 1.5 years a...
  • coenoby's avatar
    coenoby
    2 years ago
    greig2000_uk wrote:

    any advice appreciated 

    I have been using this forum for many years and what you are experiencing is one of the most email common issues that comes up on this forum.

    Expected emails not arriving in to a Virgin Media email account applies to all the VM email domains, so Ntlworld.com, Virgin.net and Virginmedia.com. It's not restricted to Blueyonder.co.uk addresses.

    It seems that the problem is due to the checks that VM run on all incoming emails to ensure that the incoming email is genuine.That check is intended to block emails that have been "spoofed", that is "faked",  to make them appear to come from a genuine organisation when in fact they have been sent by a scammer.

    VM's authenticity checks do seem to be more stringent than many other email providers. It particularly affects auto generated emails such as one time password emails, email newsletters and confirmation emails relating to online purchases.

    You will see there is a setting in webmail that allows you to turn off spam filtering but experience has proved that this will not solve your problem. 

    That's because spam filtering on incoming email takes place after the authenticity check that causes these emails to be delayed or blocked. So your missing emails have been blocked before they even reach the VM spam filters.

    Sadly, the VM email service does not have a setting which allows users to turn off that check or any reliable way to allow emails from certain senders to be accepted a genuine.

    I'm sorry to say that the only way that you can resolve the problem is by switching to using a non VM email account.

    In fact you would be well advised to do that anyway.

    I don't know if you are aware but VM stopped issuing new email accounts 2 years ago and since then all new VM customers have to use their own email accounts to sign up. VM do still support VM email accounts of existing VM broadband customers but VM email accounts that are no longer linked to a live VM broadband account are gradually being closed down.

    The long term future of the VM email service is currently unknown but clearly with no new VM email accounts being issued  the number of VM email accounts is falling all the time.

    Switching to a non VM email service would be a sensible step. If you do not already have another email service there are many excellent free options available. See these for some ideas https://www.lifewire.com/best-free-email-accounts 

    Coenoby

coenoby's avatar
coenoby
Very Insightful Person
2 years ago
greig2000_uk wrote:

any advice appreciated 

I have been using this forum for many years and what you are experiencing is one of the most email common issues that comes up on this forum.

Expected emails not arriving in to a Virgin Media email account applies to all the VM email domains, so Ntlworld.com, Virgin.net and Virginmedia.com. It's not restricted to Blueyonder.co.uk addresses.

It seems that the problem is due to the checks that VM run on all incoming emails to ensure that the incoming email is genuine.That check is intended to block emails that have been "spoofed", that is "faked",  to make them appear to come from a genuine organisation when in fact they have been sent by a scammer.

VM's authenticity checks do seem to be more stringent than many other email providers. It particularly affects auto generated emails such as one time password emails, email newsletters and confirmation emails relating to online purchases.

You will see there is a setting in webmail that allows you to turn off spam filtering but experience has proved that this will not solve your problem. 

That's because spam filtering on incoming email takes place after the authenticity check that causes these emails to be delayed or blocked. So your missing emails have been blocked before they even reach the VM spam filters.

Sadly, the VM email service does not have a setting which allows users to turn off that check or any reliable way to allow emails from certain senders to be accepted a genuine.

I'm sorry to say that the only way that you can resolve the problem is by switching to using a non VM email account.

In fact you would be well advised to do that anyway.

I don't know if you are aware but VM stopped issuing new email accounts 2 years ago and since then all new VM customers have to use their own email accounts to sign up. VM do still support VM email accounts of existing VM broadband customers but VM email accounts that are no longer linked to a live VM broadband account are gradually being closed down.

The long term future of the VM email service is currently unknown but clearly with no new VM email accounts being issued  the number of VM email accounts is falling all the time.

Switching to a non VM email service would be a sensible step. If you do not already have another email service there are many excellent free options available. See these for some ideas https://www.lifewire.com/best-free-email-accounts 

Coenoby

rayhy's avatar
rayhy
Tuning in
2 years ago

I'm astounded that Virgin can get away with this.  No "service" is worth that name if the one providing the service is not supporting it.  People cannot access their email?  Tough.  ;

Virgin, if you are running this service down, TELL YOUR CUSTOMERS to leave now, before their email stops working!

  • rayhy's avatar
    rayhy
    Tuning in
    2 years ago

    Oh and by the way, virginmedia accounts are also affected depending on their context.

    Is there anyone outside of Virgin I can write to to complain about this lack of service?   

    • ravenstar68's avatar
      ravenstar68
      Very Insightful Person
      2 years ago

      To be frank all 4 Virgin Media domains are likely to be affected by this problem, this is because all mails use the same inbound and outbound mail platform.

      ModTeam Can you ask your team to gather instances of headers where mail has been delayed.  Passing these on to the email team can help narrow down the cause of the issue, although I suspect it to be down to graylisting gone wrong.  It's important to know then checking the received headers that the delays are not typically caused by the sending servers - but by the receiving servers.  This is because if the receiving server is either down or temporarily rejects the mail - (with a 4xx error code) then the sending server will try again at regular intervals until either:

      1. The mail is accepted
      2. The retry timeout on the sending server expires - in which case the mail is bounced back to the sender.

      Here's an example of the mail being received with no appreciable delay

       Here's the link to the full analysis:

      Email Header Analyzer, RFC822 Parser - MxToolbox

      Tim

  • ALF28's avatar
    ALF28
    Super solver
    2 years ago

    Best to move to another email service, I have had 13 regular emails that no longer get through to my ntlworld.com email, I am not sure if VM blocks them as spam, or the emails appeared to be unsubscribed for some reason and just stop, mine were mainly newsletters. I have moved then to a different email provider and they do arrive as expected.

    In some cases it the email is not read the sender may stop sending assuming they are not wanted.

    I have moved all my emails to another provider now which is more reliable, no email should be blocked by VM but that appears to be the case, so important email messages could be missed and never received?

    I no longer use the VM email, it just gets a lot of spam phishing emails which I do monitor as hackers and scammers can abuse an email address, but that also applies to some other providers, I have had incidents also with gmail.com and yahoo.com usually some type of identity theft  or fraud using my email addresses.

    In the distance past I had emails hacked due to weak passwords with both VM emails and yahoo emails, however security is now a lot better these days.

    There should be a facility to be able to delete a problem VM email address if no longer needed, but VM do not allow that.