Cannot send emails from Portugal

[Hinshaw]

I have been very grateful to the Community Team on several occasions , particularly when Virgin blacklisted me in April and it took a huge effort from Beth G and her colleagues to get  my main email service restored. That was all done when my registration with this website was craibh.

On Wednesday evening we arrived at a house in Portugal which we visit very often and found that while we could receive emails we could not send any emails from any all our ntl and Virgin email addresses. The internet here is airfibre and very reliable and on our last visit in March, we could receive and send emails as we had done without difficulty for years. I also discovered that I could not log on to the Community website as craibh. As a result I have registered again with another of my Virgin email addresses.

I just do not know what to do. I know that the internet for emails is working because I can send and receive emails using  another provider's email address which I have. At the minute, the internet is giving an upload speed of 45 and download speed of 69.I do wonder if this is inability to send emails is some consequence of what Virgin did in April which prevented me from receiving or sending emails on my main account for a  number of weeks- which is why I am still plugging my way through several hundred unanswered emails!

I would be extremely grateful if someone can help me?

Many thanks.

Hinshaw

[Ashleigh_C · Accepted solution]

Hi there @Hinshaw 

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

I am so sorry that you have faced this issue and we will certainly do all we can to assist with this. Can I ask if this is happening on a main or secondary email? Do you get an error at all when you try to send or just a failed send report? 

[Hinshaw]

Ashleigh,many thanks for your swift and helpful response .Apologies for the delay in replying- the email telling me of your reply went to my Junk- and I am in the midst of an IT nightmare in Portugal relating to email, water and telephone. It applies to all my virgin and Ntl emails and to my wife's Ntl one. The email just does not go and is put in my Outbox.

i complained to the internet provider here- Lazerspeed who are a largish and growing company providing internet to a  lot of the Algarve. They have just suggested to me that Virgin is blocking Lazerspeed's "public IP address" or, possibly ,blocking  that address that applies to me!

I cannot understand why Virgin would do anything like that . We come here regularly and were here for 10 days at the end of Feb and start of March and had no problems with our email at all. However, as your colleagues know, starting late April  I  had a real problem with Virgin who effectively, seemed to blacklist me but say that they had not and it took a lot of help from your colleagues to get this sorted out. As a result I do not know who has done what to cause this problem but it is very real and we are desperate to get our emails working properly here again- as they used to.

Very many thanks and look forward to hearing from you.

David

Many thanks.  

[Hinshaw]

Ashleigh,

Upon reflection was not certain how much you knew of issue starting in late April but apparently cured about the start of June- before we flew out here on 5th June.. It related only to [MOD EDIT: PERSONAL INFORMATION REMOVED]@ntlworld.com, I have other ntl or virgin addresses- killorn,craibh,deskofdchr and liz.ross. They were not affected by that issue but all addresses are affected by the current refusal to allow me to send emails from Portugal. However I can receive emails for any of these addresses while in Portugal. Previously I could send and receive for any of these addresses while in Portugal.

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

many thanks.

David

[ravenstar68]

It might be worth checking to see what blacklists the public IP address they are using is on.  If it's on the CSS then Virgin will block mail sends until it's removed.

Ignore any PBL or DUHL listings though.

[Matthew_ML]

Thank you for reaching out and I am sorry to hear this.

Did you check the public IP address? 

Try it without using any WIFI, so use mobile data if you can do.

Keep us updated. 

[Hinshaw]

Many thanks to Number-6, Ravenstar 68 and  Mathew_ML for all your helpful comments. Apologies for this single reply but comms are a bit stressed and taking up more time than usual !

1- I am using outlook and we can send emails from our devices using the 4G data service on my phone or an pad here as well as while using friends internet connections. I have not tried to use webmail but I suspect that it would work; I shall try;

2- Lazerspeed have found nothing amiss with their public IP address and given that a very large number of the users of their service in the Algarve will be coming from  a wide range of countries  and internet/email services I think that it must be unlikely that they are the cause of he problem.How do I find out what is the public IP address which is being used?

3- I was concerned that this might be a hangover from Virgin's interference with my principal email address operation in May- but that only affected that address and I was assured by Virgin that that had all stopped.

Many thanks- I shall keep trying to solve the problem .

[ravenstar68]

Whilst on the Lazerspeed connection - go to https://whatismyipaddress.com there you will fine the IPv4 address that you are using.

Once you have this - enter this into the IP llokup tool at spamhaus.org

Tim

[Hinshaw]

Many thanks Ravenstar68.All clear  so far as I can see and, as it happens, I noticed last night that I had managed to send an email using one of my addresses. Further tests today are also working, so fingers crossed ( or what ever the IT equivalent is!)

Again thanks to all for their help - but still in the dark as to why this happened and inevitably wondering it it is linked to Virgin's activities on my main address in April/May.

[ravenstar68]

Without having checked the IP at the time you couldn't send, it's hard to know for sure.  But the CSS does have a 48 hour lifespan.  If no spam is seen from an IP after that amount of time, the entry automatically drops off the list.  Most blacklists have a similar lifespan, apart from the PBL and DUHL, which are simply used to identify IP ranges that are allocated using DHCP and don't affect normal mail sending.

I'm glad it's working now - but if it does stop again, it might be worth checking the IP again.  Remember that your IP may change over time so double check what your IP is at the time you test.

However, I'll keep my fingers crossed for you too.  (We definitely still cross our fingers lol, although sometimes depending on the problem, we already know the solution).