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JoeMcG · ‎15-05-2022

Hi,

I have an account with Plusnet for my mobile phone. Recently I have tried to reset my password on their server, but didn't receive the password reset links on my ntlworld account. I asked them to temporarily change my email address on the account to a different account and it worked. Since then I switched back to my ntlworld address and I am still not receiving messages from Plusnet. They informed me that this is an issue with the ntlworld email server and to contact you.

coenoby · ‎16-05-2022

@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.

Received-SPF: pass (google.com: domain of donotreply@plus.net designates 77.246.27.250 as permitted sender) client-ip=77.246.27.250;
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

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media.

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JoeMcG · ‎16-05-2022

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

JoeMcG · ‎16-05-2022

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)

Carley_S · ‎17-05-2022

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.

Here to help 🙂
Virgin Media Forums Agent
Carley

JoeMcG · ‎26-05-2022

@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.

JoeMcG · ‎26-05-2022

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..

Tom_W1 · ‎26-05-2022

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

coenoby · ‎27-05-2022

@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

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media.

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

JoeMcG · ‎27-05-2022

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.

Kain_W · ‎29-05-2022

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

Virgin Media Virgin Media Community

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Not receiving Email from Plusnet on ntlworld account