Locked out of NTL World account

[Oldboater]

Hi, I am unable to access my NTL World email via the Apple Mail Account. Despite changing my password I’m still not recognised by the system.

I can access NTL via my Virgin Media account.

Spamhaus indicates my IP address has been listed and removal from the SBL can only be requested by the ISP, ie Virgin Media.

Blocking happened about three days ago, and I’ve no idea why.

Can you help?

[coenoby]

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@Oldboater wrote:

Can you help?

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I can only offer some thoughts.

I am unable to access my NTL World email via the Apple Mail Account

That's strange. The Spamhaus blocklists are used by email providers such as VM to help prevent spam from being sent.  So if your IP address is on the SBL VM should only be blocking you from sending VM emails using your Mail app. It should not stop you from accessing your VM email account or from receiving VM emails via the Mail app.  If you cannot access the account via the app it suggests there is something else going on.

One way to check that is to try using the mail app via mobile data rather than your VM wifi. Your mobile provider will use a different IP address to your VM IP and hopefully that will not be on the SBL.  If you can send VM emails from the mail app over mobile data that confirms that the problem is the VM IP address being listed.

Spamhaus indicates my IP address has been listed and removal from the SBL can only be requested by the ISP, ie Virgin Media.

Blocking happened about three days ago, and I’ve no idea why.

The process of listing an IP address on the Spamhaus SBL blocklist is largely an automated process. Usually the result of suspicious traffic being detected coming from that address. If the suspicious traffic ceases then the IP address wilI automatically be delisted.

On the other hand, if VM request Spanhaus to delist your  IP address but the suspicious traffic continues it will simply result in the IP address being relisted and Spamhaus will then be very reluctant to delist it again without good reason.

Spamhaus usually give a reason why an IP address has been listed. You have probably used this page already https://check.spamhaus.org/ but once you have entered your IP address the results page normally has a "Show details" link at the bottom of the page which should give some clues. Check out what that says and post it here.

It's important to say that no-one is suggesting that you are sending spam emails from your VM email account. One likely reason is that a smart device on your home network has become infected by malware which is busily working away in the background completely unnoticed  doing who knows what and sending out a stream of who knows what from your IP address!

In the past Amazon Firesticks with third party software installed have often been identified as the culprits but any smart device attached to your home network could be infected.

I assume that you are a VM Broadband customer so the Forum Team (VM staff who support this site) should be able to help you. One of them will contact you via this thread, hopefully tomorrow.

Coenoby

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[Oldboater]

Hi, thanks for replying,

perhaps I can summarise the current situation regarding my NTL world email account.

1. I am a Virgin Media Customer.

2. I can send and receive NTL emails without issue only if I am using the My Virgin Media account.

3. I can receive NTL emails through the synchronised Apple email account.

Thats what I can do.

What I can’t do:

1. synchronise to my Apple email account.

2. When I try to synchronise I’m told that it is not possible to verify my account name or password.

3. Spamhaus has one listing for my NTL World account, there is no indication as to why the ISP is blocked.

4. Spamhaus state that only Virgin Media can reinstate the synchronised email address.

I’ve tried everything from my end but believe only Virgin Media techs can resolve this problem.

regards

[coenoby]

@Oldboater 

Thanks for that update.

The Forum Team (VM staff who support this forum) are best placed to take this forward for you.

I have now escalated this to them and one of them will contact you and take your details by Private Message. Hopefully that will be today but it does depend on their workload.

I hope you can get this sorted but sadly I don't think it will be a quick fix but I hope I am proved wrong there.

Coenoby

[Oldboater]

Thanks, I’ll repost when (and if) my problem is resolved.

[Alex_RM]

Hi Oldboater,

Thanks for posting and sorry to hear you've had some issues with your email. 

So I can take a closer look at things I've popped you over a private message (purple envelope, top right hand corner)

Alex_Rm

[Molly_T]

Hi All, I just wanted to return to the public thread with an update. 

I picked this conversation up with Oldboater whilst my colleague Alex_RM was away from the office. 

After some troubleshooting and raising the issue both internally and with Spamhaus, we have been able to isolate the issue is specific to a single device, which is no longer supported by apple. 

The issue is no longer happening on any other device, and is now only intermittently happening on the one specific device. Thankfully they have access to the account via our webmail service once more, along with access via client mail on their other devices. If you ever need to access your emails you can do so here 👉 https://virg.in/webmail. 

Thanks to Oldboater for persevering with us whilst we looked into it! 

If there are any further issues you need our support with, please return to the community and we will always be happy to help!

Wishing you all the best.