on 15-05-2022 16:01
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.
on 15-05-2022 20:49
Are you receiving messages on that email account from other senders, just not from Plusnet?
on 15-05-2022 21:08
As far as I am aware, I am receiving all other email sent to ntlworld, but I can't be certain.
on 15-05-2022 21:26
Have you checked your spam folder?
on 15-05-2022 21:54
Yep, in my client and on the server - they are definitely not getting to my account.
on 15-05-2022 21:55
on 15-05-2022 22:02
I think you need to check with Plusnet that they are sending to the right address.
on 15-05-2022 22:08
I already did - after I reset my password, I changed email add back to ntlworld on my account and asked them to resend the last bill - not received.
on 16-05-2022 09:48
@JoeMcG wrote:after I reset my password, I changed email add back to ntlworld on my account and asked them to resend the last bill - not received.
I also have a Plusnet mobile phone account but the email address it uses is my Gmail account. Here's what I have just done :
So my experience confirms that there does seem to be an issue with VM email accounts not receiving Plusnet emails.
It would be useful to know what evidence the Plusnet email support staff have to back up their statement to you that"this is an issue with the ntlworld email server". For example are they getting rejection or error messages back from the VM server?
In the meantime I will escalate this to VM Forum Team (VM employees who support this forum) for them to pass this issue on to the the IT security team.
Coenoby
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media.
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on 16-05-2022 10:17
Hi @JoeMcG
Welcome to the community!
Sorry to hear that you're having issues receiving Plus Net emails.
Does adding the PlusNet email address to your webmail address book allow the email to be received? By adding it to an allow-list/whitelist should prevent this from happening as it'll know it's a known (and thus safe) sender.
Let me know if this has worked for you, if not we'll investigate further.