Not receiving some ntlworld e-mails but receiving them at virginmedia from same sender

[KnaggsP]

I did not receive e-mails from a sender at cytanet.com.cy to my ntlworld.com address. I only found this out when somebody who was on cc replied to me. I asked the sender at cytanet.com.cy to send me a test e-mail to my alternative email at virginmedia.com and receive them ok. the same applies whether I'm checking email on PC or android phone.

I had similar issues a couple of years ago with a cytanet.com.cy sender and that's why I set up the virginmedia.com e-mail and it was resolved when I logged the issue but I don't remember how and can't find it.

I can send you more details ie actual messages and full addresses if you need it.

[ravenstar68]

My initial thoughts is that if the mails are coming in to your virginmedia.com account but not your ntlworld.com account is that this is not down to a general fault in the email system.

This is because all VM's domains use the same set of servers to receive and store mails.

So the first thing I'd do is go to my ntlworld.com account and look for the missing emails there, in either your spam or your trash folders.

The second thing I'd do is have a look to see if there are any filters set up by again logging in to webmail and then clicking the 3 bars in the top right corner of the webmail screen and selecting settings.  Once there go to the filter section.

Tim

[KnaggsP]

Hi Tim,

I have re-checked Spam and Trash in my webmail and the messages are not there.

Also no Filters have been set so I am none the wiser , please advise if you need further details or if you can help further.

Thanks

Phil

[ravenstar68]

If you can ask the sender to send with two addresses in the To: field.

Your ntlworld.com email
Your virginmedia.com email.

Also ask them if they can check their logs to for mail sent to the following hostname

mx.tb.ukmail.iss.as9143.net.

To see if they are seeing any unexpected 4xx or 5xx errors when sending mail.

Tim

Edit - Be aware that I'm not a Virgin Media employee, but if we can gather evidence prior to them getting to the thread it would be helpful.

[KnaggsP]

The sender had already finished for the day and is off today so I won't get test message until Thursday. In the meantime I have received some of the missing e-mails in my ntlworld  inbox at different times depending on whether I check it on webmail or in Thunderbird which is my email client.

ie message timed  09:03 was received at 15:55 in Thunderbird but shows 09:03 in message. In webmail it shows 15:55 as sent and received.

message timed 09:39 was received at 14:40 in Thunderbird but shows 09:39 in message. In webmail it shows sent and received as 14:40

Hopefully you can assist with this.

Thanks

Phil

[ravenstar68]

Are you able to post the headers of one of the mails, redact the first part of any email addresses although it's helpful if you leave the domains in.

When viewing the mail in webmail, click the menu and show source.

Tim

[KnaggsP]

I've redacted as much as I can but the content is not sensitive ,  my colleague received email first and I only found out about it when he copied me on his reply.

Phil

Return-Path: <@cytanet.com.cy>
Delivered-To: [Removed]
Received: from md5.tb.ukmail.iss.local ([212.54.57.72])
by mc12.tb.ukmail.iss.local with LMTP id 6DdED5Qr7mAaEwAAykHGFg
for <[Removed]>; Wed, 14 Jul 2021 02:11:00 +0200
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(envelope-from <bmb@cytanet.com.cy>)
for <[Removed]>; Wed, 14 Jul 2021 02:11:00 +0200
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DKIM-Filter: OpenDKIM Filter v2.11.0 demokritos4.cytanet.com.cy BF50780863
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Tue, 13 Jul 2021 12:41:57 +0300 (EEST)
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Received: from DESKTOPTGL3674 (62-153-222.netrun.cytanet.com.cy [62.228.153.222])
by demokritos2.cytanet.com.cy (Postfix) with ESMTP id 40A5677DD9;
Tue, 13 Jul 2021 12:41:54 +0300 (EEST)
From: "@cytanet.com.cy>
To: "'knaggsp'" <[Removed]>,
"'timothy john shepherd'" <[Removed]>,
"'Philip Knaggs'" <[Removed]>
References: <050101d777c2$9fda8ce0$df8fa6a0$@cytanet.com.cy> <20210713112549.3EflmjgHffBtH3EflmPcRv@csmtp2.tb.ukmail.iss.as9143.net.>
In-Reply-To: <20210713112549.3EflmjgHffBtH3EflmPcRv@csmtp2.tb.ukmail.iss.as9143.net.>
Subject: RE: Test e-mail
Date: Tue, 13 Jul 2021 12:41:55 +0300
Message-ID: <059701d777cb$51094f30$f31bed90$@cytanet.com.cy>
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Of course =E2=80=93 no problem at all.

=20

Thanks, Mary

=20

=20

(Please note the office is open by appointment only Monday =E2=80=93 =
Friday 9am =E2=80=93 2pm. My normal working days are Monday, Tuesday, =
Thursday, Friday)

=20

=20

From: knaggsp <[Removed]>=20
Sent: 13 July 2021 12:26
To: @cytanet.com.cy>; 'timothy john =
shepherd' <[Removed]>; 'Philip Knaggs' =
<[Removed]>
Subject: RE: Test e-mail

=20

Hi,

I'm receiving emails to [Removed]=
<mailto:[Removed]> ok.

Mary , for the time being can you copy any emails for me to this address =
until I sort out.

Thanks

Phil

=20

=20

=20

Sent from my Galaxy

=20

=20

-------- Original message --------

From: @cytanet.com.cy =
<mailto:@cytanet.com.cy> >=20

Date: 13/07/2021 09:39 (GMT+00:00)=20

To: 'timothy john shepherd' <[Removed] =
<mailto:[Removed]> >, 'Philip Knaggs' =
<[Removed] <mailto:philip.knaggs@ntlworld.com> >=20

Cc: knaggsp@virginmedia.com <mailto:[Removed]> =20

Subject: RE: Test e-mail=20

=20

Just Philip to get it.

=20

Mary

=20

(Please note the office is open by appointment only Monday =E2=80=93 =
Friday 9am =E2=80=93 2pm. My normal working days are Monday, Tuesday, =
Thursday, Friday)

=20

@cytanet.com.cy <mailto: =20

Mary,

I have not received any e-mail from you.

Don't know what's wrong.

Can you try e-mailing my alternative e-mail , [Removed] =
<mailto:[Removed]>=20

Thanks

Phil

=20

=
<https://www.avast.com/sig-email?utm_medium=3Demail&utm_source=3Dlink&utm=
_campaign=3Dsig-email&utm_content=3Demailclient>=20

Virus-free. =
<https://www.avast.com/sig-email?utm_medium=3Demail&utm_source=3Dlink&utm=
_campaign=3Dsig-email&utm_content=3Demailclient> www.avast.com=20

=20

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

[KnaggsP]

Hi Tim,

Are you still investigating this.

As requested , the sender sent the same test email to [MOD EDIT:REMOVED]@virginmedia.com and to [MOD EDIT: REMOVED]@ntlworld.com which I received at 10:31 on 14/7/21 and 04:01 on 15/7/21 respectively. ( times as shown in my webmail inbox ).

The time of the ntlworld email is displayed as 10:30 on 14/7/21 in my Thunderbird inbox , I don't use virginmedia one in Thunderbird.

Do you want me to send you the details of these 2 e-mails?

Thanks

Phil

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

[ravenstar68 · Accepted solution]

So we can see when the mail was first received by the sending system.

The received lines are read from the bottom up, I've re-ordered them here to follow the mail.

Received: from DESKTOPTGL3674 (62-153-222.netrun.cytanet.com.cy [62.228.xxx.xxx])
by demokritos2.cytanet.com.cy (Postfix) with ESMTP id 40A5677DD9;
Tue, 13 Jul 2021 12:41:54 +0300 (EEST)

and passed to it's outbound server - no delay here:

Received: from demokritos2.cytanet.com.cy (demokritos2.pri.cytanet.com.cy [172.21.52.24])
by demokritos4.cytanet.com.cy (Postfix) with ESMTP id 39C2CD2A6E;
Tue, 13 Jul 2021 12:41:57 +0300 (EEST)

Then we see where it's passed to Virgin Media's inbound server

Received: from demokritos4.cytanet.com.cy ([195.14.130.211])
by mx5.tb.ukmail.iss.as9143.net with ESMTP
id 3SUMmMMOBFHgR3SUNmjjVd; Wed, 14 Jul 2021 02:10:59 +0200

We get a whopping 13 hour delay before the mail is passed in to Virgin Media's mail exchanger, or rather before the mail exchanger accepted the mail.

@ModTeam - Can we get this escalated?  If the same mail is reaching a virginmedia.com address straight away but is being delayed when sent to an ntlworld.com address, you obviously have a problem at your mail exchangers.

Tim

[Tom_F]

Hi Phil, thanks for your post & bringing this email issue to our attention.

I'll get in touch via PM so we can confirm all of the details and send it over to the relevant teams for investigation, just look out for the purple envelope.

Tom