Missing emails (again) - blueyonder.co.uk address

[3_g]

I only post here when there are issues with the VM mail services - and there have been no issues for the past couple of years!

I have noticed the number of email I receive has decreased.  It was a daily digest email from Finextra that first brought this to my attention, this digest has not been received for about 10 days now.

I use my own domain which has forwarding onto my blueyonder.co.uk email address.

No changes had been made to the domain forwarding before I noticed emails were missing - not delivered to my VM inbox or to the spam folder.  My mail clients are not set up to filter spam mails.

I have logged into Virgin webmail and there is no auto forward set up on the BY address, and only one domain on the blacklist, which I added years ago.

I have now made a change to the domain forwarding, this has proven that about 50% of the emails are not being delivered to my blueyonder.co.uk address.

The sender is not getting a bounce back, so there is nothing obvious that can be changed at the VM end, and I have left sufficient time for redelivery if there was a TTL issue. It’s a bit random which emails are not delivered.  Yesterday 2 easyJet emails were sent to me to check in for 2 separate flights.  Both were delivered to the temporary forwarding location, but only one was delivered to my normal BY forward. I expect (but have not checked) that emails like this are using DMARC and therefore should not be treated as spam.

In the past the email issues have occurred due to more harsh spam rules being applied by VM, which were then resolved through feedback from me and other customers, and I suspect this is happening again.

I see little value in calling the help desk unless they can get me through to 3rd level support or the mail team.

Is anyone else experiencing similar issues with emails.  Can one of the VM mods please PM me and I can provide info to the mail team for them to look into this.

Thanks

[Joseph_B]

Hey @3_g,

Often a reset of the email allows the system to get resynced and in can majority of cases fix issues with emails and their mailbox.

Joe

[3_g]

@Joseph_B - interesting!

No difference.

Just tonight I am doing insurance quotes.  Go Compare - only 2 of the quotes delivered to the BY address, 5 emails (matching the five quotes I generated) delivered to the 3rd party / temporary forwarding address.

There is something up at VM.  How many MX do you have, could something be up where one of them is misbehaving and not bouncing, but not delivering either?

What do I need to do / how can I get evidence across to the mail team to demonstrate this is an issue.....?

[3_g]

@Joseph_B, @David_Bn, @John_GS, @Martin_N - for the first time in about a month I have received the daily digest email from Finextra into my BY account!

Also, doing a test with Go.compare, I have received three of 4 emails at BY - better, but not perfect like the temporary account which received 100% of them.

I reiterate that "What do I need to do / how can I get evidence across to the mail team to demonstrate this is an issue.....?"

I'm unsure if @AzureMicro is also having similar problems, or a bot simplifying the problem having run through ChatGPT etc!

[David_Bn]

Thanks for the update @3_g, and I'm pleased to read progress has been made.

Do feel free to keep the thread updated and we hope this signals the end of the issues you've recently been experiencing on this subject

Thanks,

David_Bn

[3_g]

Better @David_Bn but not fixed......

At a rough estimate, it's only 25% of emails that VM are now not delivering...! Needs mail tech to investigate, how can that be arranged?

[Molly_T]

HI 3_g 👋 Thanks for getting back to us. 

We will need a bit more information so we are able to raise with with a back-house network IT team. 

As you have your own server, and are subscribed to a service to receive emails (finextra) we need to establish whether this is separate to your own hosting server, or if it is linked. 
We need to make sure 3rd party hosting and forwarding rules on your server are completely checked to ensure nothing is amiss or causing issues with the emails arriving. 

It would be good to know if you can receive emails directly, without servers or 3rd party services being involved. (This rules out where some of the issues may lie.)

You could try temporarily using a different email address for the forwarding to gauge what you are not getting. We will need to know if this happens at certain times of day, to filter what you are and aren't receiving. 

We will need concrete evidence in the form of logs from you in order to raise this with the back house team - including dates and times, clear examples including information of servers / emails / senders etc. 

I will send you a PM to confirm a few account details, and so you can send over the log information. You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞

[3_g]

Thanks @Molly_T - have replied to your PM and will explain fully there, but just to correct a couple of things here publicly, in case it helps others, I have my own domain name and am not running on my own server.

Having used my own domain name for 20+ years, 99.6% of emails go through the domain name, with only a couple of places I used the blueyonder.co.uk email address directly.  I  have no way of knowing if an email sent directly to my blueyonder.co.uk address is not delivered because I don't give out that address, but what I do know is there have been recent emails to my domain name which have come from a blueyonder.co.uk address and sent via the VM SMTP server that have subsequently not been delivered into VM.

[Kath_P]

Hi 3_g, 

Thanks for updating your thread and providing further information 😊

Molly will be back in touch via PM shortly to help you further with things. 

Many thanks, 

[3_g]

Quite frustrating that there has been no progress on this matter, yet a significant number of emails that I am sent are still not being accepted/delivered by Virgin Media.

I've only had one significantly delayed email in this time: of three emails sent in a short time relating to gift card purchases, only one (the second of the three) was delivered at my mail account with VM/BY, and this email was delayed by c. 70 hours.

This is the delayed part of the header:

Received: ⁨from smtp03.topdns.com ([85.159.232.242]) (using TLSv1.2 with cipher ECDHE-RSA-AES256-GCM-SHA384 256/256 bits) (Client did not present a certificate) by mx4-prd-nl1-vmo.edge.unified.services with ESMTPS id 2ULXsj1J58lBW2ULssa7ul; Thu, 02 May 2024 13:11:49 +0200⁩

It's a bit of a lottery which emails will and will not be delivered to my mail account with VM/BY, yet VM seem uninterested in trying to get this resolved.  Why would this be?