Emails from the Sainsbury's Online shopping are taking days to arrive.

[TrevorPH]

Having just spent the better part of 2 hours on the phone to Virgin support and got nowhere, it seems that someone that reads this thread has a contact that can actually do something about this so could I please ask them to wave their magic wand and get someone from VM to fix a slightly different problem?

Mails from the Sainsbury's Online shopping website are taking from 15 hours to 5 days to arrive. These come out of a system run by ProofPoint who are a US$12 billion company that specialise in SPAM scanning and identity protection and VM appear to be greylisting mails from them

removed is a link to an mxtoolbox analysis of the headers from the most recent mail that I've (eventually) received from them. It clearly shows that there is a 15 hour delay between pphosted and VM's inbound SMTP server - 15 hour delay between mx07-0059c003.pphosted.com (143.55.144.31) and mx2-prd-nl1-vmo.edge.unified.services

Since the Sainsbury's mail contains an authentication code to allow one to login to their website for the first time (or when using a new web browser etc) and that code expires after 10 minutes, a 15 hour old mail is not worth the electrons it was written with.

[MOD EDIT: Hyperlink removed, please review the Forum Guidelines]

[Kath_F]

Hi TrevorPH, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you're having an issue with these emails being delayed. Is it only emails from Sainsburys that you're having the issue with?

This could be something we will need to raise to our IT Teams so I will need some information from you. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks, 

[TrevorPH]

Information provided via PM.

[dh29]

I'd like to add that I've also been having this exact same problem with Sainsbury's (Nectar) emails for over a week.

I'm not sure when the problem started, as I don't regularly login to Sainsburys/Nectar.

To confirm, these are 2FA authentication code emails that do eventually arrive, but take between 4 hours to 3 days to arrive - not much use when the code expires after 10 minutes!

[Kath_F]

Hi dh29, 

Thanks for letting us know that you seem to be having issues with receiving these emails too. 

Can you let us know if you have reported this to the faults team on 150 / 0345 454 1111 yet? If not, please give them a call. They will be able to get this raised with the relevant teams so a fix can be put in place for you. 

Keep us posted on your progress. 

Thanks, 

[dh29]

As TrevorPH had "spent the better part of 2 hours on the phone to Virgin support" and "got nowhere", I don't think there's any merit in trying to report this issue to 150 / 0345 454 1111!!! Can you imagine trying to explain the issue and relaying the complex email headers over the telephone?

I'm happy to forward one of the emails that took 4 days to arrive, so that the email headers can be analysed, if you let me know where I should send it.

[Paul_DN]

Hi dh29,

Thank you for reaching back out, sorry to see you are still facing the same issue, I will be more than happy to send you an invite into a private chat, if need we can then raise an I T ticket once we have cleared security, please look out for the white envelope to accept.

Regards

Paul.

[TrevorPH]

Despite my fears that the 2nd line tech - who rather abruptly hung up on me when I was on the phone - was busy requesting that my own Virgin Media ip address be removed from Spamhaus¹, I am happy to say that this issue was fixed for me sometime on the 9th December when I randomly tried requesting a new code and received the email within 2 seconds. Since it's a one time code that sets a cookie when done, my current web browser is now fixed and no new codes are requested as it already knows that I've received one. Hopefully said cookie won't expire for another year...

¹  My ip is still listed on Spamhaus.

[dh29]

Thanks TrevorPH for posting that you're fixed. I sent an example 'problem' email header via PM last week. I've just re-tried mine and can also confirm that it is fixed. 2FA code arrives within seconds 😀.