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coenoby
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Message 11 of 22
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Re: Not receiving Email from Plusnet on ntlworld account


@Carley_S wrote: @JoeMcG

Does adding the PlusNet email address to your webmail address book allow the email to be received?
Let me know if this has worked for you, if not we'll investigate further. 


Hi Carley, Just to let you know, I have just tried whitelisting the address that Plusnet are using to send their password reset emails ( donotreply@plus.net ) and it did not make any difference. Still no email received in my Ntlworld account.

I don't know if it is useful but here is the message header for the Plusnet email that was successfully delivered to my Gmail.com account. Note I have redacted my Gmail address to "mygmailaddress@gmail.com" in these headers.

Delivered-To: mygmailaddress@gmail.com
Received: by 2002:a05:7000:20c3:0:0:0:0 with SMTP id f3csp515551mad;
        Mon, 16 May 2022 01:15:33 -0700 (PDT)
X-Google-Smtp-Source: ABdhPJznaQ5/Tn0/udU/V4xBE6fcxXDsaTR61n40rBePqwB157n6h7u2o4COT8VOpC7irmroDrQM
X-Received: by 2002:a7b:c74f:0:b0:394:1ce3:cc42 with SMTP id w15-20020a7bc74f000000b003941ce3cc42mr25485189wmk.153.1652688933296;
        Mon, 16 May 2022 01:15:33 -0700 (PDT)
ARC-Seal: i=1; a=rsa-sha256; t=1652688933; cv=none;
        d=google.com; s=arc-20160816;
        b=Rd5WiI4BpRe20jOiRpcRLOJtrCzRVVr8yhfGF6g4ZfSPzhoz5LLCnPL9AXiP0opkU9
         j32EZPIemyLFfCetH2RH2NPVNsRo70diGLdcfvkEZ2kzKs5UwFIZXlJULWPKGI6id57W
         6HdneDey0r7JXgYBbPVm7BgsP+K6ZbeyXoTYzl1V3t0OdrPYiZ2X7OezItJWcAfdA3Sx
         m3wpqB5e1LBaygEXG6awDetN0FaAhmTwi74GcsnpDYJ1SgVTgu8hRKlyEoO6BDqB/z4O
         2hiJIdwli9gr2NHUow9rKGnGCCNpbGp7PqwRC45EFPZqc/1/FyhHhAHbOte3kTsn3PcR
         e3Fg==
ARC-Message-Signature: i=1; a=rsa-sha256; c=relaxed/relaxed; d=google.com; s=arc-20160816;
        h=content-transfer-encoding:mime-version:subject:message-id:to:from
         :date;
        bh=Hvhh6U/mfQ+0LiSXgEEV0y66zZADQ6kEueWiNcF6CyE=;
        b=fr48TP/wGhkqEsz0lVX9xF6q/5rsTcSGoEcYVvkyc31269eqn9lucPkio/rxs5QFhu
         Ui+NJa/t0E+8HHzlGat7tu+9AUqO/KvTiFQogfdSg2cu21mwdO7l+r/UQ5k+enLKBGmB
         yQzId+kgUL3iVvHI+r8Y6s99HnR7umRXa0Cr7ykrtKz4+LXvbvZnGzbtqMxrcegEKkM3
         Cxr5eX3B5rXojJq/hTxMY8jKXyRoJF32ZPSvF2SqZOjINUvzJAXJEl2ltjyQw+786H/v
         tsfVB6yV7+8sXwo/Ixsux00hjE0s9SHFOf5H92ENVathn5mYv0NBLIWnSbfn/f3mcwi0
         QrDA==
ARC-Authentication-Results: i=1; mx.google.com;
       spf=pass (google.com: domain of donotreply@plus.net designates 77.246.27.250 as permitted sender) smtp.mailfrom=donotreply@plus.net;
       dmarc=pass (p=REJECT sp=REJECT dis=NONE) header.from=plus.net
Return-Path: <donotreply@plus.net>
Received: from myaccount.lifemobile.co.uk (pn.lifecyclebilling.com. [77.246.27.250])
        by mx.google.com with ESMTP id x11-20020a7bc76b000000b003941f735524si12044015wmk.79.2022.05.16.01.15.33
        for <mygmailaddress@gmail.com;
        Mon, 16 May 2022 01:15:33 -0700 (PDT)
Received-SPF: pass (google.com: domain of donotreply@plus.net designates 77.246.27.250 as permitted sender) client-ip=77.246.27.250;
Authentication-Results: mx.google.com;
       spf=pass (google.com: domain of donotreply@plus.net designates 77.246.27.250 as permitted sender) smtp.mailfrom=donotreply@plus.net;
       dmarc=pass (p=REJECT sp=REJECT dis=NONE) header.from=plus.net
Received: from pn-ewh-live.rdg-dc.lcs.mobi (pn-ewh-live.rdg-dc.lcs.mobi [172.20.30.67]) by myaccount.lifemobile.co.uk (Postfix) with ESMTP id F3A9765053 for <mygmailaddress@gmail.com; Mon, 16 May 2022 09:15:32 +0100 (BST)
Date: Mon, 16 May 2022 09:15:32 +0100 (BST)
From: Plusnet Mobile <donotreply@plus.net>
To: mygmailaddress@gmail.com
Message-ID: <1501137396.8930531652688932995.JavaMail.tomcat7@pn-ewh-live>
Subject: Here's your password reset
MIME-Version: 1.0
Content-Type: text/html; charset=us-ascii
Content-Transfer-Encoding: 7bit

I have also done a check on the IP address that Plusnet are sending from (77.246.27.250) and that does not appear to be on any Blocklists (Blacklists).

It is not obvious why VM are not delivering these emails to VM email addresses.

Coenoby

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JoeMcG
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Message 12 of 22
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Re: Not receiving Email from Plusnet on ntlworld account

Hi Carley,

 

I did as you suggested, no joy. I also sent a message to the "donotreply@plus.net" address to see if I got a bounce back, which I didn't (that would only have been helpful if I did get a bounce).

Thanks to all who have engaged in this thread.

Joe

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JoeMcG
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Message 13 of 22
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Re: Not receiving Email from Plusnet on ntlworld account

I can ask the question, but I suspect it will take some effort to get a sufficient response, I was talking to their support through their FB page (my phone is bricked)

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Carley_S
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Message 14 of 22
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Re: Not receiving Email from Plusnet on ntlworld account

Thank you for providing this header @coenoby

I will raise this with the dedicated team now to see if they are able to help understand and resolve the issue. 

@JoeMcG, If you do get anymore information from Plus Net, please do share and I will pass this on. 

I appreciate your patience whilst we look into this further. 

Carley - Forum Team


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JoeMcG
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Message 15 of 22
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Re: Not receiving Email from Plusnet on ntlworld account

@Carley

Plusnet are asking me to jump through hoops, I am the piggy in the middle.

I get a rejection message when I try to send a message from my ntlworld account to Plusnet, the text seems to reference a random server:

This is an automatically generated Delivery Status Notification.      

Delivery to the following recipients failed permanently:

   * life_mobile_not_delivered@mailgb.custhelp.com

Reason: A message that you sent to the following recipient could not be delivered due to a permanent error. ** The remote server ?? responded with: ** life_mobile_not_delivered@mailgb.custhelp.com ??:?? This message was created automatically by mail delivery software on the server .

From - Thu May 26 15:03:59 2022
X-Account-Key: account2
X-UIDL: 0000c64a25d47fc8
X-Mozilla-Status: 0001
X-Mozilla-Status2: 00000000
X-Mozilla-Keys:                                                                                 
Return-Path: <>
Delivered-To: [deletedbyme]@ntlworld.com
Received: from md4.tb.ukmail.iss.local ([212.54.57.68])
	by mc18.tb.ukmail.iss.local with LMTP
	id gBHaEUyIj2I+GQAAOy06Uw
	(envelope-from <>)
	for <[deletedbyme]@ntlworld.com>; Thu, 26 May 2022 16:01:48 +0200
Received: from smtpclienthelo ([212.54.57.68])
	by md4.tb.ukmail.iss.local with LMTP
	id KNaLEUyIj2K9WQAANIUTRA
	(envelope-from <>)
	for <[deletedbyme]@ntlworld.com>; Thu, 26 May 2022 16:01:48 +0200
Received: from avasout-ptp-004.plus.net ([84.93.230.250])
	by mx1.tb.ukmail.iss.as9143.net with ESMTP
	id uE3ZnPc1X5DbWuE3ZnRyvh; Thu, 26 May 2022 16:01:42 +0200
X-Env-Mailfrom: 
X-Env-Rcptto: [deletedbyme]@ntlworld.com
X-SourceIP: 84.93.230.250
X-CNFS-Analysis: v=2.4 cv=afxyIDkt c=1 sm=1 tr=0 ts=628f884c cx=a_exe:a_idp_d
 a=YQaabq+w6kJAsXzW16/VYQ==:117 a=JpQFdOCcWwLefhrs:21 a=HpEJnUlJZJkA:10
 a=jmdcTMp_Gj4A:10 a=r77TgQKjGQsHNAKrUKIA:9 a=v_B5dTwbAAAA:8
 a=ZJBQcd3GU851oevA_6MA:9 a=QEXdDO2ut3YA:10 a=z_zd-6IE2YgA:10 a=0Bzu9jTXAAAA:8
 a=rySMWAJg0KdmtaK3BLMA:9 a=lZ9RX8rYSgQA:10 a=KcLdXTxS3LoA:10 a=e9qsufxtAAAA:8
 a=t_tJPTjBAAAA:8 a=UqCG9HQmAAAA:8 a=KhKE43HYAAAA:8 a=IVvqCPU2AAAA:8
 a=NLZqzBF-AAAA:8 a=cIF5Tx0qAAAA:8 a=uEQTq1OK4EO4ThdRcG8A:9
 a=JOWeiY5itpwPQvuQ8dm/GawRuwE=:19 a=8kJ0yQ4G7iAA:10 a=3j4BkbkPAAAA:8
 a=JqEG_dyiAAAA:8 a=vnREMb7VAAAA:8 a=lnSmkDIZAAAA:8 a=Uqn5RcNOAAAA:8
 a=GptFScl1as2w39k2tSMA:9 a=ku-2XOLvGJoA:10 a=8RYlvNRTLsSkW-wCn2Mp:22
 a=5eA1WDIpD62K5uSzNHe6:22 a=pYbY4acTFAC7fY51zdaS:22 a=wW_WBVUImv98JQXhvVPZ:22
 a=0MObOHtTKSZSGUUTr8QS:22 a=a3oBFUvd9Wu9MGelw-VK:22 a=wlQkVQD-g29ktltN4I0B:22
 cc=bnc
Message-Id: <20220526160142.uE3ZnPc1X5DbWuE3ZnRyvh@mx1.tb.ukmail.iss.as9143.net>
Date: Thu, 26 May 2022 15:01:41 +0100
From: <>
To: [deletedbyme]@ntlworld.com
Subject: Mail delivery failed: returning message to sender
MIME-Version: 1.0
Content-Type: multipart/report; boundary="------------I305M09060309060P_972116535737010"
X-CMAE-Envelope: MS4xfMiFj4W7Jy4PLwqmXA6fhKYjnc3SDVgmX5F0SVoKfFB5cNhMAxJBt6GLlZyD28ARH5P8bvar0PgICIK7g7I/mXKRZ7tWGhetKJ/77kjreG8vOGb8be8a
 O5pfKRwWjUteWe7f9whGqvbbIXrGmp8j3oeNJA+VXaqsI1CGKTempVcv+KB4nKKFCA5vttmIUZh05A==
X-Antivirus: AVG (VPS 220526-6, 26/5/2022), Inbound message
X-Antivirus-Status: Clean

This is a multi-part message in MIME format.
When I try and post this message in the forum, I get the message
"Your post has been changed because invalid HTML was found in the message body. The invalid HTML has been removed. Please review the message and submit the message when you are satisfied."

I have no idea what it is objecting to, or what it has changed.

 

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JoeMcG
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Message 16 of 22
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Re: Not receiving Email from Plusnet on ntlworld account

I tried making a post, but it doesn't seem to have made it to the forum. There was an alert along the lines of "invalid HTML" in the text which had been removed. This medium is far from ideal for this type of communication, I spent quite a lot of time composing the message and editing it to remove my actual email address from the headers..

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Tom_W1
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Message 17 of 22
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Re: Not receiving Email from Plusnet on ntlworld account

Hi @JoeMcG thanks for your post although I'm sorry to hear of your further concerns.

I'll need to send you a PM to discuss this further just so I can take some details from you - please expect this to arrive shortly and respond directly when you can!
Many thanks

Tom_W
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coenoby
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Message 18 of 22
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Re: Not receiving Email from Plusnet on ntlworld account


@JoeMcG wrote:

@CarleyI get a rejection message when I try to send a message from my ntlworld account to Plusnet, the text seems to reference a random server:

This is an automatically generated Delivery Status Notification.      

Delivery to the following recipients failed permanently:

   * life_mobile_not_delivered@mailgb.custhelp.com

Reason: A message that you sent to the following recipient could not be delivered due to a permanent error. ** The remote server ?? responded with: ** life_mobile_not_delivered@mailgb.custhelp.com ??:?? This message was created automatically by mail delivery software on the server .

@Carley_S 

That latest error message would seem to be a separate issue to VM blocking emails from the Plusnet organisation.

Pretty much the same error was posted last year on the Plusnet forum see here https://community.plus.net/t5/Mobile/Emails-sent-to-mobile-help-result-in-a-Mail-delivery-failed/td-...  That error message also came from:

life_mobile_not_delivered@mailgb.custhelp.com

even though the original email was sent to  "mobile-help@plus.net"

Sadly that thread on the Plusnet forum does not include the resolution.

Coenoby

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JoeMcG
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Message 19 of 22
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Re: Not receiving Email from Plusnet on ntlworld account

I just had a phone call from Plusnet. Basically, they say they aren't seeing any bounces from their outgoing mails to customers with ntlworld addresses and no other ntlworld customers have raised any issues with them, and reiterated that I should take it up with Virgin media.

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Kain_W
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Message 20 of 22
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Re: Not receiving Email from Plusnet on ntlworld account

Thanks for the response JoeMcG,

Welcome back to the community. 

I've message the agent that raised this with our dedicated team, in the meantime can I ask is it only Plusnet that you've faced this issue with?

Let us know,

Kain
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