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Emails from a specific account not being received

Tuning in


I used to receive emails from this specific account no problem until just this week when their emails are not getting through. They are not in my junk folder and the spender has no notification that they have bounced or have been rejected.

On investigation with their service provider that are saying "Virgin Media’s mail server is blocking all requests from”

How can I unblock these emails? And why has this changed all of a sudden?

Thanks for your help




Forum Team
Forum Team

Hi Tim_Vincent, 

Thanks for using the Community Forums to get this email issue looked into, I am sorry if this has been causing you and the sender some frustration 😥 I would be more than happy to look into this for you!

Are you and the other person able to check the information on this link about Blacklisted IP Addresses please?

We'll need to know which IP has been blacklisted (Yours or theirs) and which blacklist the IP address is on, it'll most likely be one of the following three - 

•    Spamhaus ZEN


•    Protected Sky


Once we know whether you/they are on any of the lists above we can continue to help.

Even if you're not on the lists above, there are still ways we can help.

But for now, lets focus on the above and go one step at a time 😁