@LauraLawrie wrote:
Thanks for clarifying things regarding your husband's email account and what you have actually checked in your account.
"Not sure where I go from here."
All I can say is that there have been cases like yours posted here in the past where the VM security team have been able to identify and resolve the issue once they have the details from the original sender.
As regards your specific comments:
"I have previously received emails from the hotel and ancestry so have no idea why there is a problem now."
Well, VM may have introduced tighter checking so their emails now get blocked or the hotel and ancestry may have changed their email system. Nothing stands still for long in the IT world does it?
"I think it unlikely that ancestry.co.uk would be on a blacklist."
It is the email server / IP address that gets blocked not the company itself. Believe me, any email sender can get on a blacklist. There have been cases where VM emails have been blocked by other companies because one of VM's email servers has been blacklisted.
"When I phoned VM the lady said that even if I gave her details of the sender of the email she wouldn’t be unable to view my emails"
In my opinion the lady was fobbing you off, pure and simple. Customer service agents are past masters at that when faced with a problem they don't understand.😮 Issues like yours need to be passed on to the VM security team by the first line agent.
"The hotel did not get any message that the email was undeliverable"
Well done for asking.I may be cynical but the phrase "fobbing off" comes to mind again. As I said in my last post in these circumstances many senders see it as your problem and they are busy enough without searching for error messages just to help someone whose email does not work. It's easier just to say "we did not get one". Perhaps I'm being unfair but that's the reality I think. Just to introduce a bit of balance, some companies do filter out such error messages. So, if you were talking to one of the booking reservation team for example, he or she might never see an undeliverable message in their inbox,
"Do I need a new email address ?"
I have been a customer of VM for years but I only ever use my ntlworld.com address for communications from VM or for testing purposes when I am trying to help posters here. VM 's email service is very basic, lacks the kind of security that we all need today and does have it's quirks. Using a VM email address also acts as a disincentive to change broadband provider because VM email accounts are deleted 90 days after your close your broadband contract. Some people cannot face the hassle involved in updating all their online accounts and advising all their contacts of a new address and just stick with VM for a simple life.
All I can say is setting up a new email address with a dedicated email service would be a great idea. 👍
Coenoby
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I am just another Virgin Media customer.
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