Not receiving emails from btinternet.com

[ColinTaylor]

Emails sent from btinternet.com accounts are not being received. emails sent from other providers (hotmail, gmail, outlook) do arrive. I don't know whether it's something specific to the email addresses associated with my account or a wider issue with Virgin Media email addresses. They've tried sending to both ntlworld and virginmedia addresses, neither received anything. They are not being flagged as spam and there are no filter rules set up.

Any clues?

[ColinTaylor]

Just an update to say that one hour ago all the missing emails suddenly appeared in my multiple virgin media accounts' inboxes.

I wonder where they've been stuck all this time?

Colin

[coenoby]

---

@ColinTaylor wrote:

Just an update to say that one hour ago all the missing emails suddenly appeared in my multiple virgin media accounts' inboxes.

---

Thanks for confirming that. It all seems very strange. If I do get any more information from Raisin Bank I will post it here.

Coenoby

[ravenstar68]

It would help if you could post the headers.  Especially the received lines.

If you open up the mails in Webmail and then click the More actions button (3 lines) in the email and select vie source.

Copy and paste it into notepad first and remove the leading parts of any email address.  i.e.   joebloggs@example.com should just be posted as @example.com

Tim

[ColinTaylor]

Great idea ravenstart68. Here you go:

Return-Path: <example@btinternet.com>
Delivered-To: myaddress@ntlworld.com
Received: from md10.tb.ukmail.iss.local ([212.54.57.69])
	by mc17.tb.ukmail.iss.local with LMTP id kBR7DZq0KGGXXAAAXbTTgQ
	for <myaddress@ntlworld.com>; Fri, 27 Aug 2021 11:47:06 +0200
Received: from smtpclienthelo ([212.54.57.69])
	by md10.tb.ukmail.iss.local with LMTP
	id GGtbDZq0KGH9RgAAnwjGaw
	(envelope-from <example@btinternet.com>)
	for <myaddress@ntlworld.com>; Fri, 27 Aug 2021 11:47:06 +0200
Received: from sa-prd-fep-040.btinternet.com ([213.120.69.10])
	by mx2.tb.ukmail.iss.as9143.net with ESMTP
	id JYS1mr9fmiL0nJYS1mXcxq; Fri, 27 Aug 2021 11:47:05 +0200
X-Env-Mailfrom: example@btinternet.com
X-Env-Rcptto: myaddress@ntlworld.com
X-SourceIP: 213.120.69.10
X-CNFS-Analysis: v=2.4 cv=CpJ6zl0D c=1 sm=1 tr=0 ts=6128b49a cx=a_exe:a_idp_d
 a=1NexvJ9EBdzdi3ErNMz0+w==:117 a=if4j7hQMwwDu1V76DK8CUw==:17
 a=nlhzh_-hYFgA:10 a=MhDmnRu9jo8A:10 a=jqMV6udmAAAA:8 a=Fw7Cv1ROAW3jKMxnFAIA:9
 a=D8H4bWiJGtFWUoFAfKj/bpVjoms=:19 a=QEXdDO2ut3YA:10 a=SSmOFEACAAAA:8
 a=reNmzy2d5XomF4kHJmwA:9 a=_W_S_7VecoQA:10 a=1TM7i2lP1nUA:10
 a=-gMI26K_kirZf3kcjPay:22 a=Z5ABNNGmrOfJ6cZ5bIyy:22 a=jd6J4Gguk5HxikPWLKER:22
Received: from sa-prd-rgout-001.btmx-prd.synchronoss.net ([10.2.38.4])
          by sa-prd-fep-049.btinternet.com with ESMTP
          id <20210822200928.VZYT28645.sa-prd-fep-049.btinternet.com@sa-prd-rgout-001.btmx-prd.synchronoss.net>;
          Sun, 22 Aug 2021 21:09:28 +0100
DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed; d=btinternet.com; s=btmx201904; t=1629662968; 
        bh=UDMkdjB54CFPyeLnQmVlRYovkPvefEUAZJdmc2q2pYU=;
        h=To:Message-ID:Subject:MIME-Version:From:Date;
        b=uB6CIVAFWmGRgjW2pS7mbqgBj/ShVLq0gLNpu581sZ2o3RnF+R45wlSmPktxoO4jVN9dqapflP2OGpj8s9S47oBlHneFJa3lZnVSH1m6IQO7qHIodDtmhW5JXSxKYgTzFMpDt/Cj3KiyZMaIj4YQztdMQ4qY6e+4XtvyR/BJ85oMl2TRnGrCoDEiUy8XDtfWLKPTeD0SNEp67dkgS6UFXZTBFjSD2LTnUoDng9TtrtBjPnO+ZLWHygGtcBIH3AGKrz/XbcT9CjLKyWX7BTzHpqP6W/sMHeFo5LcsjF1sOcvqghif2rQ+ssvqwdOE1mxuWRj3zXjlcYrjZm/FpZk58g==
Authentication-Results: btinternet.com; none
X-SNCR-Rigid: 60FF62E204469B26
X-OWM-Env-Sender: example@btinternet.com
X-VadeSecure-score: verdict=clean score=0/300, class=clean
X-RazorGate-Vade: gggruggvucftvghtrhhoucdtuddrgedvtddruddtfedgudeggecutefuodetggdotefrodftvfcurfhrohhfihhlvgemuceutffkvffkuffjvffgnffgvefqofdpqfgfvfenuceurghilhhouhhtmecufedtudenucesvcftvggtihhpihgvnhhtshculddquddttddmnecujfgurhepvffkufggtggfihfhffesrgdtregstderjeenucfhrhhomhephhhovhgvhhgvrhhmihhtuceohhhovhgvhhgvrhhmihhtsegsthhinhhtvghrnhgvthdrtghomheqnecuggftrfgrthhtvghrnhepvdfhvdefhfeggeefhffftefghffggeejgefffffhhedvhfdtvdelteetfeekveeunecuffhomhgrihhnpehuphhjohhkvgdrtghomhenucfkphepuddtrddvrdefkedruddukedpkeeirddufedurdehgedrudehvdenucevlhhushhtvghrufhiiigvpedtnecurfgrrhgrmhephhgvlhhopehsrgdqphhrugdquhigfhgvphdqtdefjedrsghtmhigqdhprhgurdhshihntghhrhhonhhoshhsrdhnvghtpdhinhgvthepuddtrddvrdefkedruddukedpmhgrihhlfhhrohhmpeeohhhovhgvhhgvrhhmihhtsegsthhinhhtvghrnhgvthdrtghomheqpdhrtghpthhtohepoeetnhguhidrvfhrvggrnhhorhessghluhgvhihonhguvghrrdgtohdruhhkqedprhgtphhtthhopeeovehhrhhishesofgrlhhmvgdrtghordhukheqpdhrtghpthhtohepoegtohhlihhnthgrhihlohhrsehnthhlfihorhhlugdrtghomheqpdhrtghpthht
	ohepoehjohdrhhgrrhhrihhnghhtohhnsegslhhuvgihohhnuggvrhdrtghordhukheqpdhrtghpthhtohepoehsthhitghksehmvghtrhhophholhhishhsrdhplhhushdrtghomheq
X-RazorGate-Vade-Verdict: clean 0
X-RazorGate-Vade-Classification: clean
X-SNCR-hdrdom: btinternet.com
Received: from sa-prd-uxfep-037.btmx-prd.synchronoss.net (10.2.38.118) by sa-prd-rgout-001.btmx-prd.synchronoss.net (5.8.340)
        id 60FF62E204469B26; Sun, 22 Aug 2021 21:09:28 +0100
Received: from [86.131.54.152]
	by email.bt.com with HTTP; Sun, 22 Aug 2021 21:09:28 +0100
To: myaddress@ntlworld.com, Person1 <Person1@example.com>, 
	Person2 <Person2@blueyonder.co.uk>, 
	Person3 <Person3@blueyonder.co.uk>, Person4@example.co.uk
Message-ID: <27516074.17968.17b6f7b78f8.Webtop.118@btinternet.com>
Subject: XXXXXXXXXXXXXXXX
MIME-Version: 1.0
Content-Type: multipart/alternative; 
	boundary="----=_Part_736192_1902201782.1629662968047"
User-Agent: OWM Mail 3
X-SID: 118
X-Originating-IP: [86.131.54.152]
From: example <example@btinternet.com>
Date: Sun, 22 Aug 2021 21:09:28 +0100 (BST)
X-CMAE-Envelope: MS4xfJSQqO/+rqNF+HAPTdrYfXHKEbF0/2uz87CGC173YsripH/XTq3yD8yreFueNaGEpP2n8SS4uzTNvJRCzigrFGLwqimyNW8Ar28Wt/fcfCmWHgAGBpar
 oeo1nUF1kS0pgnZQTnYOhQpcNhnaLyuuyeEKQ3FDVJir0N6w85C1Eq1gJUryvSB4NC5ZwDeVLaWCiGVOGbeHihhN3a8krq7rIswlogE5SchAugaiAHzJzPcv

[Ayisha_B]

Thanks for the update @ColinTaylor

We are glad to hear the missing emails have now also been received- if you do require any further assistance let us know. 

A big thanks to our VIP's for trying to dig deeper into this. 

[ravenstar68]

@ColinTaylor 

If you try and get someone to send you a mail today - I want to see if it gets through.

We see a 5 day delay in BT's servers handing the mail to Virgin Media's servers.  When this happens, the blame most often lies with the receiving party - Although I will also note that BT don't necessarily resend a mail that's been temporarily rejected by a receiving server in a timely fashion.  When I forwarded a mail from my mum's BT account to my own personal email (Not a VM one), it took BT several hours to attempt a resend.

https://mxtoolbox.com/Public/Tools/EmailHeaders.aspx?huid=1e15dad7-e1ac-4090-9594-400676e9a927

@Ayisha_B - It might be worth asking Liberty Global to look into this if the problem is still ongoing - which is why I've asked Colin if he can get them to try again.

Tim

Edit - I've just tried a send from my Mum's btinternet account and the mail went straight through to a virginmedia.com address.

[ColinTaylor]

Even stranger, two test emails that were sent from my friend's BT account on Monday (23/08/2021@16:37 and 23/08/2021@19:21) have just appeared in my VM inbox (@10:38 and 12:03).

I didn't know that these had been sent so I didn't realise that they were missing.

[ravenstar68]

@ColinTaylor 

It's not as strange as it seems.

The SMTP standard does not guarantee instant delivery, there are times when an email might be delayed, for example if the server goes down.  In addition a server might indicate that delivery cannot be made at the moment by using a 4xx temporary failure error code.

In either circumstance the sending system will queue the mail and try and resend it at various intervals - unless a timeout period is exceeded (note that time outs can vary from system to system - some will time out after a few hours while others may never time out)

So it is possible for mail to take hours or days to appear.  However the receiving parties mail admins will typically not want mail to be delayed for this amount of time.  Virgin Media should take a look at what's going on IMHO.

Tim

[ColinTaylor]

For reference here is the header analysis for the two emails.

https://mxtoolbox.com/Public/Tools/EmailHeaders.aspx?huid=1f0a8e4d-f3ec-4c1e-93d7-1128c2c36d87

https://mxtoolbox.com/Public/Tools/EmailHeaders.aspx?huid=0ca00022-f0e2-4f5e-adae-ff198e6d8d66

Colin

[ravenstar68]

There's nothing that sticks out that I can see, however I do think that Virgin Media need to take a closer look at what their servers were doing.  Now that we know when the mail was delivered - they should be able to work back in the logs and identify the earlier attempts.

Tim