Menu
Reply
kapega
  • 7
  • 0
  • 0
Tuning in
668 Views
Message 1 of 12
Flag for a moderator

Emails are throttled by virginmedia

Hello,

We are trying to solve connection issues with virginmedia domains - ntlworld.com, blueyonder.co.uk, virginmedia.com, virgin.net

We have 3,5 million transient errors in the last 7 days while trying to connect to the domains mx records. Emails are delivered in the end, but we always have either connection errors or throttling. IPs are not blacklisted.

domain: virginmedia.com
dsnStatus: 4.4.2 (bad connection)
dlvDestinationIp: 212.54.56.11
dsnMta: mx.tb.ukmail.iss.as9143.net
timeLogged: 2020-11-02T14:14:11+01:00

domain: ntlworld.com
dsnStatus: 4.4.2 (bad connection)
dlvDestinationIp: 212.54.56.11
dsnMta: mx.tb.ukmail.iss.as9143.net
timeLogged: 2020-11-02T14:31:01+01:00

domain: blueyonder.co.uk
dsnStatus: 4.4.2 (bad connection)
dlvDestinationIp: 212.54.56.11
dsnMta: mx.tb.ukmail.iss.as9143.net
timeLogged: 2020-11-02T18:16:57+01:00

domain: virgin.net
dsnStatus: 4.4.2 (bad connection)
dlvDestinationIp: 212.54.56.11
dsnMta: mx.tb.ukmail.iss.as9143.net
timeLogged: 2020-11-03T08:04:15+01:00

In most cases we cannot even connect and it ends with "bad connection" error from the logs above, but we also notice such errors:

smtp;421 4.2.0 MXIN605 Too many spam emails from your IP in the last hour. Fix and retry later ;id=ZqMYko1jr99KiZqMYk5IUd;sid=ZqMYko1jr99Ki;mta=mx7.tb;dt=2020-11-03T08:04:15+01:00

Are there any throttling rules we could apply to solve the issue? 

0 Kudos
Reply
BillC45
  • 1.68K
  • 207
  • 927
Very Insightful Person
Very Insightful Person
617 Views
Message 2 of 12
Flag for a moderator

Re: Emails are throttled by virginmedia

Here are the general guidelines -

https://www.virginmedia.com/help/virgin-media-mail-how-to-send-bulk-emails

Like many ISPs VM may well throttle emails from any given source if the volumes exceed operational limits. Such limits are truly variable dependant upon network loads etc and you are therefore unlikely to be told of specific numbers for hourly/daily/weekly limits.

I am a VM customer and have pointed you at the published information on the subject. You can wait here for a formal response from the VM Forum Team in due course.

0 Kudos
Reply
kapega
  • 7
  • 0
  • 0
Tuning in
566 Views
Message 3 of 12
Flag for a moderator

Re: Emails are throttled by virginmedia

Hi BillC45,

thank you for your insight. 

We follow the email best practices, and I agree that usually ISPs are not sharing exact numbers on their limits, but in most cases approximate values are provided which can help to optimize the mail sending infrastructure. 

There are many cases as well when something should be adjusted from the ISP's side, like increasing thresholds for particular IP ranges, so I would be happy, if someone from VM could have a look.

 

0 Kudos
Reply
kapega
  • 7
  • 0
  • 0
Tuning in
338 Views
Message 4 of 12
Flag for a moderator

Re: Emails are throttled by virginmedia

I still got no reply and the issue is not solved. 

How can I push it? Can someone please tag support members?

0 Kudos
Reply
Gareth_L
  • 6.89K
  • 423
  • 778
Forum Team
Forum Team
325 Views
Message 5 of 12
Flag for a moderator

Re: Emails are throttled by virginmedia

Hello kapega

Thanks for your post 

Sorry to read the above

I can only go on from the excellent advice given to you by @BillC45

As as rule we wont throttle Emails being sent but when they become Bulk Emails then we may have to advise to look here 

Sadly theirs is not much we can do to help 

Gareth_L

0 Kudos
Reply
kapega
  • 7
  • 0
  • 0
Tuning in
319 Views
Message 6 of 12
Flag for a moderator

Re: Emails are throttled by virginmedia

Hello @

thank you for your reply. 

We are sending bulk and transactional emails and they comply to the guidelines which you mentioned. Still your antispam filters mistakenly mark the emails as spam and emails are throttled and delayed. 

This is one of the latest errors:

smtp;421 4.2.0 MXIN618 Temporary SMC Policy Violation detected, retry later ;id=qpTtlpVVHfPeTqpTtlcjx3;sid=qpTtlpVVHfPeT;mta=mx6.tb;dt=2021-06-09T06:06:17+02:00;ipsrc=[IP];

I can send you the list of our IPs in PM. Will you be able to check this?

Thank you in advance

 

0 Kudos
Reply
Akua_A
  • 1.2K
  • 31
  • 79
Forum Team
Forum Team
302 Views
Message 7 of 12
Flag for a moderator

Re: Emails are throttled by virginmedia

Thanks for getting back to us @kapega.

 

Have you tried changing your antispam setting as seen here https://www.virginmedia.com/help/virgin-media-mail-email-spam-settings to see if the issue persists?

 

Please let me know how you get on.

 

Thanks,

Akua_A
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply
kapega
  • 7
  • 0
  • 0
Tuning in
254 Views
Message 8 of 12
Flag for a moderator

Re: Emails are throttled by virginmedia

Hi Akua_A,

We are sending emails to VM users and being throttled. 

I do not own a VM mailbox and cannot change anything. 

I need help from your antispam team.

Best regards,

Kate 

0 Kudos
Reply
Beth_G
  • 3.43K
  • 213
  • 345
Forum Team
Forum Team
241 Views
Message 9 of 12
Flag for a moderator

Re: Emails are throttled by virginmedia

Hi Kate,

 

Oh I see, so Virgin Media is not your email provider. If this is the case, I'm afraid there would be only so much we can do as you do not have an account which we can look at and do not have control of your emails.

 

Have you been able to speak with your email provider about this issue? If so, what was advised? 

 

Thanks,

 

Beth

0 Kudos
Reply
kapega
  • 7
  • 0
  • 0
Tuning in
227 Views
Message 10 of 12
Flag for a moderator

Re: Emails are throttled by virginmedia

Hello Beth

I am a Deliverability Manager in an email service provider. We are sending emails on behalf of our clients. Our customers have clients with VM mailboxes, they are trying to send them emails which VM users requested, but VM is throttling the email traffic from our company and our customers and your users suffer from email delays because of this. So we are email service provider, and we are trying to get this resolved with you. I have pasted here extracts from logs and as I said I can send details in pm. We are trying to solve the issue here for half a year already with no result yet. Are there any other channels where I can reach your email/antispam/deliverabilty/abuse team?

 

Best regards,

Kate 

0 Kudos
Reply