E mails not coming through in full

[Janlabouts]

Hi I've been told by VM there's an outage in my area SA107LH , my e mails are not coming through in full but with ? Where the pics should be and I have to press 'load content ' to reveal all . I've contacted Apple , o2 and VM as if I turn my Wi-Fi off then the e mails come through ok , anyone else have this problem 

[用心棒]

To help troubleshoot the issue either temporarily :

• turn Web Safe off
• use an alternative DNS, for example Quad9 or similar service

Quit Mail and re-open to see if issue still occurs.

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[Janlabouts]

Hi thank you but I have no idea what you mean !   Sorry not tech savvy . I have an iPhone so any help would be appreciated 

[用心棒]

Try turning Web Safe off by:

• open browser and go to Login to My Virgin Media | Virgin Media
• sign in using account holder's authentication crednetials
• select Account settings > Online security
• select Virus Safe and toggle to off position
• select Child Safe and toggle to off position
• restart Mail app and see if issue still occurs
• when finished troubleshooting issue restore Virus Safe and Child Safe to their previous settings

[Janlabouts]

Ok thank you will give it a go . Virgin media told me it was because of an outage problem in my area but it's been like this for weeks now ! 

[ravenstar68]

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@Janlabouts wrote:

Virgin media told me it was because of an outage problem in my area but it's been like this for weeks now ! 

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Unlikely to be due to an outage, especially if you are able to view he pictures by using the "Load Content" link at the top of the mail.  VM wouldn't necessarily support this as it's down to the Apple mail client on the iPhone (I'm assuming this is an Phone as you've mentioned Apple and O2 as well.

I've just encountered a similar issue on my iPhone which turned out to be linked to the VPN on the Norton 360 App for iOS

It appears it didn't play well with the Apple feature that hides your IP address whilst downloading pictures from http links in your emails in the background.  In my case switching the VPN off fixed the issue.  However it's hard to say for certain whether your case is the same..

[Janlabouts]

Thank you yes it is an iPhone I've been in conversation with Apple they took over my phone to have a look , VPN with me is always off . As the mails look fine when my Wi-Fi is off and I'm on 4g then both O2 and Apple said it was my internet provider . I give up now nobody seems to be able to help me and it's only in the last few weeks it's been like this so I'm at a loss tbh . No settings have been changed on my phone so I give up !!! 

[用心棒]

Did you try turning Web Safe off?

[Janlabouts]

Is that in my virgin media settings ?

[用心棒]

Yes; follow the advice previously given here Re: E mails not coming through in full - Virgin Media Community - 5304381