Problem with Email

[johnrambo18]

I have a issue with my NTLWORLD email account. It seems I am unable to send or receive from certain Email addresses, in particular my local council, Stockport MBC. Other emails seem to work OK.

VM helpdesk reckon it is to do with my IP address being on Spamhaus PBL.  However there seems to be no way to get this removed. I have not knowingly sent any spam Emails.

I can send and receive with no problem using a GMAIL account.

Any workround for this, as unfortunately the ntlworld address is the one i use most.

[用心棒]

Can you post redacted copies of the error messages shown when receiving and / or sending?

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[coenoby · Accepted solution]

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@johnrambo18 wrote:

I have a issue with my NTLWORLD email account. It seems I am unable to send or receive from certain Email addresses, in particular my local council, Stockport MBC. Other emails seem to work OK.

VM helpdesk reckon it is to do with my IP address being on Spamhaus PBL. .

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The comment from Customer Support about the PBL is not the complete story and is not the case of your problem,

The IP address of all Virgin Media home broadband networks will be on the Spamhaus PBL network. See this from Spamhaus where they explain what the PBL blocklist is and what it is used for.  https://www.spamhaus.org/pbl/ 

PBL stands for Policy Block List and, putting it simply, it is VM policy to put all VM home broadband IP addresses on the PBL which is why you cannet get your IP address delisted. There is no suggestion that there is spam being sent from your IP address. If Spamhaus detected suspicious traffic coming from your IP address your IP would appear on the XBL blocklist.

Basically being on the PBL will only be a problem if  you are running your own email server to send and receive your emails. All VM home IP addresses are flagged as being dynamic and therefore should not be delivering unauthenticated SMTP email directly to any Internet mail server.   Anyone who needs to run your own email server will need to switch to an ISP who offers static IP addresses.

If you simply are using either the VM webmail service or an email app to send and receive emails then the fact that your IP is on the PBL is not an issue for you and is definitely not the cause of your problem.

As ii is only certain contacts who you are having problems with, your best bet to is to contact the organisations or individuals that are blocking your emails. Ask them if they are blocking your Ntlworld email address for some reason or, if not, whether they are getting a non delivery error messages back when they try to send emails to you.

By the way, are you receiving non delivery reports when you send an email to them or do the emails simply never arrive at the intended recipient?

Coenoby

[johnrambo18]

Thanks for your explanation. I gather the Spamhaus block is not relevant. 

As the problem email addressee is my local council  I cannot really approach them as I would not know where to start.

The Sent messages appeared to go ok, I did not get any failure notice. But they have not arrived with the recipient.

One of the people was my local Councillor. As there was no response after a week I ended up phoning him and he confirmed not having got my message. As I test he tried to send one back to me, but that was rejected by his system and failed to send. However he was able to send to my Gmail account.

[johnrambo18]

Sorry no I cannot as I am not getting any error reports. But the emails fail to arrive with the addressee

[coenoby]

@johnrambo18 

"One of the people was my local Councillor...........As I test he tried to send one back to me, but that was rejected by his system and failed to send."

The key question is why did the councillor's system reject the email?

So the exact contents of that error / rejection message would be very helpful in determining what is going on with your account. So, for example it would be great if he could forward that error message to you via Gmail.

Sadly, without detailed information like that it is all just guesswork and conjecture as to what's going on and how to resolve it. In that case your only option is to switch to using your Gmail account.

Coenoby