Menu
Reply
edwright
  • 11
  • 0
  • 2
Tuning in
1,430 Views
Message 1 of 42
Flag for a moderator

Not receiving emails from o2

I've been expecting some emails from o2 to my ntlworld email address and they've not been coming through.  O2 insist that the emails have been sent to the correct address and that all is OK from their end.

I've check my own email account and I have no rules or settings to block any emails at all.

There doesn't seem to be anywhere I can make contact with Virgin to check this issue out...hence posting here!

Has anyone else had similar issues and if so did/how did they get resolved?

Tags (1)
0 Kudos
Reply
coenoby
  • 2.94K
  • 422
  • 1.65K
Very Insightful Person
Very Insightful Person
1,400 Views
Message 2 of 42
Flag for a moderator
Helpful Answer

Re: Not receiving emails from o2


@edwright wrote:

I've check my own email account and I have no rules or settings to block any emails at all.


Did that check include the spam settings in your email account?

Virgin Media's spam filters may be wrongly flagging those 02 emails as spam. In which case, if you have the account set to "Reject all SPAM messages" (rather than "Move message to SPAM folder), you will not be seeing the 02 emails.

 

spam settings.png

If the setting is already "Move message to SPAM folder" it would be really helpful to see the error messages that 02 are receiving when they try to email you. Without seeing those or at least having the details of one of their sent messages it's all guesswork (albeit informed guesswork 😉 ) as to what's happening.

Coenoby

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

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

edwright
  • 11
  • 0
  • 2
Tuning in
1,397 Views
Message 3 of 42
Flag for a moderator

Re: Not receiving emails from o2

Thanks coenoby for the tip there, but I have all “spam” messages delivered to my inbox for that exact reason!

I definitely think it’s a VirginMedia problem as I have had messages from o2.co.uk to other email accounts I have on the same devices.

I’m hoping one of the VM engineers might pick this up on here and look into it!!! (Holds breath...but not for too long!!!)

0 Kudos
Reply
ravenstar68
  • 19.6K
  • 1.15K
  • 8.59K
Very Insightful Person
Very Insightful Person
1,376 Views
Message 4 of 42
Flag for a moderator

Re: Not receiving emails from o2

@edwright 

The Forum Team will pick this up BUT it can take up to 7 days to do so.

However when chasing missing mails it's always best to start with the sending side and see if they can get you a copy of the logs for the missing send.

This is because those logs will typically contain an SMTP transaction identifier from the receiving server, as well as a date and time of send.  Which makes it much easier tracking down the missing email.

HOWEVER - I would follow @coenoby 's suggestions about checking the settings in Webmail  Not just the general spam settings, but also check for any email filters that might have been added.  This is because a tactic employed by hackers is to break into email accounts and then use them as a springboard to attack other accounts you may have.  We've already seen one user not receiving Amazon emails due to filters added to their settings.  

I really wouldn't be quick to dismiss coenoby as he's been active on the email forum for some time and has quite a lot of knowledge about email.  He's also willing to learn if he doesn't know something.

Tim

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

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

coenoby
  • 2.94K
  • 422
  • 1.65K
Very Insightful Person
Very Insightful Person
1,339 Views
Message 5 of 42
Flag for a moderator

Re: Not receiving emails from o2


@edwright wrote:

I’m hoping one of the VM engineers might pick this up on here and look into it!!! (Holds breath...but not for too long!!!)

As Tim (Ravenstar68) has said, one of the Forum Team (VM employees) will pick this up and pass it on to the Email Security Team. However, unless they can have sight of the error message that 02 are receiving when they send you an email, or a copy of 02's email sending logs or at the very least the date and reference of one of those missing emails it is all a guessing game really.

However, my main reason for this post is that I always like to test things out if I can and I don't know whether @Ravenstar68 will be interested in mu findings.

I have an 02 PAYG mobile account and earlier this morning I thought I would test whether VM have an issue with 02 emails by changing the account username from my Gmail address to my Ntlworld address.

An hour later and 02's verification email to my Ntlworld address, nor a second one I requested, have not appeared in my Webmail account. A quick test email from my Gmail account arrived in my Ntlworld account in seconds so my VM account is working.

That is interesting don't you think. 🤔

Coenoby


Edited to add, the 02's sending email address as received into my Gmail account was xxxxxxx@o2mail.co.uk

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

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

ravenstar68
  • 19.6K
  • 1.15K
  • 8.59K
Very Insightful Person
Very Insightful Person
1,321 Views
Message 6 of 42
Flag for a moderator

Re: Not receiving emails from o2

@coenoby 

Are you able to PM me the headers of one of the o2 mails you did receive?

I'd be interested in looking at the Received: lines.  Edit out any personal information of course.

Tim

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

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

coenoby
  • 2.94K
  • 422
  • 1.65K
Very Insightful Person
Very Insightful Person
1,308 Views
Message 7 of 42
Flag for a moderator

Re: Not receiving emails from o2


@ravenstar68 wrote:

Are you able to PM me the headers of one of the o2 mails you did receive?


Of course, here you go.

 I did notice that the MXtoolbox header analyzer came up with a DKIM error.

Dkim Signature Error:
No DKIM-Signature header found - more info
Dkim Signature Error:
There must be at least one aligned DKIM-Signature for the message to be considered aligned. - more info

************************************************************************************

Delivered-To: xxxxxxxxxxx@gmail.com

Received: by 2002:a05:7000:13d2:0:0:0:0 with SMTP id v18csp2641057mal;

        Sun, 28 Mar 2021 01:44:13 -0700 (PDT)

X-Google-Smtp-Source: ABdhPJyQoIeXCmqQp+mq37Hzale7HwMoKiAVzIVJ6nlNarXYQtY70b6iMfFWOHFchcIFuXswJP4W

X-Received: by 2002:adf:a1d8:: with SMTP id v24mr22450389wrv.378.1616921053369;

        Sun, 28 Mar 2021 01:44:13 -0700 (PDT)

ARC-Seal: i=1; a=rsa-sha256; t=1616921053; cv=none;

        d=google.com; s=arc-20160816;

        b=N0lKzrtpxERRZC1ApArE1rsWdZFS8UD8R5zSDhLksbzCmfRjkMRkgNfIrt5JiaK4Sj

         TEid2NK1o6rFiYrsTeSnTTqX/q/Mw1nzb/qBzjOWOVZB97cQ7mhH3SBtdrcaPLck7lVZ

         5KBlHiMfk+U++2/rqAWQ2Pl4rGSj7FYoNk5XQNw3sy6FRVk8OAXzmXH9xYpWfUaTM3KN

         wM4eTDjfNQ1/SjRBDmbTtRN7jOKsYJwH6uux8Tq8lNscwpjRDV5uuKrs4BVnlCM9GrYO

         zMLYkjcugnokWmNqrhsi5oaUqUaduCiaWr/4cD4YK04r6SWEOzcFOFL/vl25nKhR85tN

         OqeQ==

ARC-Message-Signature: i=1; a=rsa-sha256; c=relaxed/relaxed; d=google.com; s=arc-20160816;

        h=soapaction:content-transfer-encoding:mime-version:subject

         :message-id:to:from:date;

        bh=tc6vLgB3UYo/Sb1MUEQjj6euyZvvziMDVG8pXlYi2tk=;

        b=Gh5DS3sz8Yup9rle7RoLkIlhcf5B7QM3ecrJ8Le5qXooFZAroHE4RLVB/+T8ItW5Bv

         itd4npM74wNfuQsCfJOPYy0GuAFesUBUCl7pe2xMcgPnzeST9fBLBygG/BjT/+LixYRJ

         gqjoEKibrItaaaMfL46KmXXpFFpTw3aZxVMx/6rHurY7kpRCBfgE7rAgKFUQLawexSGX

         P9wr8ilfxSgsdH6ZcUtC8QGcOYY020+qMvcOeH8QDHH9ymZBoDPHKxhgJkpw5NDfuJrN

         PkILlg/IUKDvuRAVGuoD54mtizMmi/TbtAYuhWUpD2qMSjEeDE6nur+P2vAISbD7/HLR

         DAMQ==

ARC-Authentication-Results: i=1; mx.google.com;

       spf=pass (google.com: domain of noreply@o2mail.co.uk designates 158.230.100.102 as permitted sender) smtp.mailfrom=noreply@o2mail.co.uk;

       dmarc=pass (p=NONE sp=NONE dis=NONE) header.from=o2mail.co.uk

Return-Path: <noreply@o2mail.co.uk>

Received: from ukmlwmsw004.uk.pri.o2.com ([158.230.100.102])

        by mx.google.com with ESMTPS id h3si13063831wru.429.2021.03.28.01.44.13

        for <xxxxxxxxxxxx@gmail.com>

        (version=TLS1_2 cipher=ECDHE-ECDSA-AES128-GCM-SHA256 bits=128/128);

        Sun, 28 Mar 2021 01:44:13 -0700 (PDT)

Received-SPF: pass (google.com: domain of noreply@o2mail.co.uk designates 158.230.100.102 as permitted sender) client-ip=158.230.100.102;

Authentication-Results: mx.google.com;

       spf=pass (google.com: domain of noreply@o2mail.co.uk designates 158.230.100.102 as permitted sender) smtp.mailfrom=noreply@o2mail.co.uk;

       dmarc=pass (p=NONE sp=NONE dis=NONE) header.from=o2mail.co.uk

Received: from RESSTHHTS002.res.pri.o2.com (ressthhts002.res.pri.o2.com [10.173.249.111]) (using TLSv1.2 with cipher ECDHE-RSA-AES256-SHA384 (256/256 bits)) (No client certificate requested) by ukmlwmsw004.uk.pri.o2.com (MTA) with ESMTPS id 4F7Tlb0XQwz29fn7 for <xxxxxxx@gmail.com>; Sun, 28 Mar 2021 09:44:11 +0100 (BST)

Received: from cologne (10.173.249.120) by ressthhts002.res.pri.o2.com (10.173.249.111) with Microsoft SMTP Server id 14.3.498.0; Sun, 28 Mar 2021 09:44:03 +0100

Date: Sun, 28 Mar 2021 09:44:04 +0100

From: <noreply@o2mail.co.uk>

To: <xxxxxxxxxxx@gmail.com>

Message-ID: <856843467.18299.1616921044322.JavaMail.wlapp@cologne>

Subject: Your O2 username

MIME-Version: 1.0

Content-Type: text/html;

    charset=ISO-8859-1

Content-Transfer-Encoding: BASE64

SOAPAction: ""

x-msw-jemd-newsletter: false

x-msw-jemd-refid: [1]1,0,0,,d41d8cd98f00b204,noreply@o2mail.co.uk,xxxxxxxxx@gmail.com,RULES_HIT:41:72:355:375:379:962:967:973:978:979:983:988:989:1189:1208:1224:1252:1261:1311:1313:1314:1345:1381:1431:1437:1515:1516:1517:1534:1541:1589:1593:1594:1711:1730:1747:1777:1792:2084:2393:2525:2559:2563:2682:2685:2693:2859:2890:2902:2933:2937:2939:2942:2945:2947:2951:2954:3000:3022:3138:3139:3140:3141:3142:3167:3352:3362:3865:3867:3868:3870:3871:3872:3873:3874:3934:3936:3938:3941:3944:3947:3950:3953:3956:3959:4042:4321:4383:4648:5007:6248:6261:6674:6678:7903:7976:8828:9025:9080:9164:9344:10044:11658:11967:12043:12219:12297:12555:12760:12903:12955:12986:13311:13357:13439:13870:13972:14037:14096:14180:14181:14384:14408:14571:14777:14818:21080:21347:21433:21450:21451:21611:21627:21819:21898:21939:21984:30001:30003:30019:30022:30034:30052:30054:30069:30070,0,RBL:04yg44nycdb71dwwdakg8e7t7c1boycgbf16ggoopqciizrcbd7wjah

x-msw-jemd-refid: [2]phipefo3.65tjd5r16uiubodkgn3trs58mz5e1xnyu5anogi9wgzidexajrotirenept18aq.h-lbl8.mailshell.net-223.238.255.100,CacheIP:none,Bayesian:0.5,0.5,0.5,Netcheck:none,DomainCache:0,MSF:not bulk,SPF:,MSBL:0,DNSBL:neutral,Custom_rules:0:1:0,LFtime:10,LUA_SUMMARY:none;newsletter:no;phishing:no

 

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

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

ravenstar68
  • 19.6K
  • 1.15K
  • 8.59K
Very Insightful Person
Very Insightful Person
1,295 Views
Message 8 of 42
Flag for a moderator
Helpful Answer

Re: Not receiving emails from o2

If I drop you my email address - are you able to send me the whole mail as an attachment.

Don't use Outlook to do so, it has a habit of re-ordering the headers which causes all sorts of confusion.

Tim

Edit - I'll tell you what I do see that's not helping o2

 

>dig -x 158.230.100.102

; <<>> DiG 9.16.11 <<>> -x 158.230.100.102
;; global options: +cmd
;; Got answer:
;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 29580
;; flags: qr rd ra; QUERY: 1, ANSWER: 1, AUTHORITY: 0, ADDITIONAL: 1

;; OPT PSEUDOSECTION:
; EDNS: version: 0, flags:; udp: 512
;; QUESTION SECTION:
;102.100.230.158.in-addr.arpa. IN PTR

;; ANSWER SECTION:
102.100.230.158.in-addr.arpa. 20781 IN PTR cellgate.btcellnet.net.

;; Query time: 25 msec
;; SERVER: 8.8.8.8#53(8.8.8.8)
;; WHEN: Sun Mar 28 13:54:18 GMT Summer Time 2021
;; MSG SIZE rcvd: 93

Their reverse DNS is set up wrongly.

It announces itself to Google's server with a different hostname

Received: from ukmlwmsw004.uk.pri.o2.com ([158.230.100.102])

In fact doing a dig of the hostname it does announce itsef with..

>dig ukmlwmsw004.uk.pri.o2.com

; <<>> DiG 9.16.11 <<>> ukmlwmsw004.uk.pri.o2.com
;; global options: +cmd
;; Got answer:
;; ->>HEADER<<- opcode: QUERY, status: NXDOMAIN, id: 13567
;; flags: qr rd ra; QUERY: 1, ANSWER: 0, AUTHORITY: 1, ADDITIONAL: 1

;; OPT PSEUDOSECTION:
; EDNS: version: 0, flags:; udp: 512
;; QUESTION SECTION:
;ukmlwmsw004.uk.pri.o2.com. IN A

;; AUTHORITY SECTION:
o2.com. 899 IN SOA n1.02.net. hostmaster.02.net. 2021031801 10800 3600 604800 3600

;; Query time: 34 msec
;; SERVER: 8.8.8.8#53(8.8.8.8)
;; WHEN: Sun Mar 28 14:00:08 GMT Summer Time 2021
;; MSG SIZE rcvd: 110

The hostname given doesn't resolve.

Tim

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

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

coenoby
  • 2.94K
  • 422
  • 1.65K
Very Insightful Person
Very Insightful Person
1,291 Views
Message 9 of 42
Flag for a moderator

Re: Not receiving emails from o2


@ravenstar68 wrote:

If I drop you my email address - are you able to send me the whole mail as an attachment.

Don't use Outlook to do so, it has a habit of re-ordering the headers which causes all sorts of confusion.


Hi Tim,

No problem. The version I posted came straight from Gmail using their  rather circuitous "More", "Show Original" route.

Coenoby

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

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

ravenstar68
  • 19.6K
  • 1.15K
  • 8.59K
Very Insightful Person
Very Insightful Person
1,286 Views
Message 10 of 42
Flag for a moderator

Re: Not receiving emails from o2

@coenoby Never mind - I think I see the problem - see my edit above.

Tim

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

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