Virgin community emails going straight to spam folder

[roy247]

Started about a week ago any replies I get from the Virgin community go straight to my spam folder so I obviously don't know about any replies. Can one of the forum team push this in the right direction please.

[Ashleigh_C]

Hi all, 

Thank you for posting and updating us! Just to let you know we have now raised this with our teams and are investigating.

[roy247]

Hi Ashleigh_C,

Hopefully it will be sooner than later or never,

[roy247]

Hi Ashleigh_C or any forum team member,

Any update on this?

[David_Bn]

Thanks for coming back to the thread @roy247.

We will be sure to offer an update via this thread as soon as this becomes available to us

All the best,

David_Bn

[David_Bn]

Good Afternoon @roy247,

Can you please confirm if you have tried to whitelist our server via your backend safelist as a work around for this fault?

Thanks

David_Bn

[roy247]

Hi David_BN,

I have virginmediacommunitysupport@virginmedia.co.uk saved in my contacts, is there another way to whitelist your server in virgin media mail? 

I do receive messages from vmteam@virginmedia.co.uk, email@em.virginmedia.com and webteam@virginmedia.com in my inbox it's just the messages from the community that go to the spam folder.

[Akua_A]

Thank you for letting us know. Adding to your contacts would be the best way to whitelist. Just to confirm, what platform do you access your emails on? Also is it only community emails you are having this issue with in your mailbox?

[roy247]

I access my emails by signing into My Virgin Media, this is done using google chrome and the same happens using a windows PC, windows laptop, chromebook and android tablet because the fault is at Virgins end and it is only community emails as already stated. Using gmail doesn't download the emails because they are already in Virgins spam folder, if I mark them as not spam they go to my inbox and then gmail will download them. The first time it put the email in my gmail spam folder but gmail will learn if you mark spam emails as not spam so they will go to my gmail inbox, but I would have to sign in to MVM account, access my Virgin mail and mark them all as not spam first so they get moved to my Virgin inbox so gmail would be able to download them.

[Nathan_B]

Thanks for confirming, we can certainly check this further for you. So this can be done I'll send you a PM to confirm your details.

Regards

Nathan

[ravenstar68]

@Nathan_B 

I've raised this in the VIP chat area.  There is nothing users can do to whitelist this.  There has been a change to the outbound community mails that is causing DMARC to fail.  I've advised in the chat what is going wrong and what needs to be done to resolve this.  There is nothing the user can do - VM needs to be discussing with Khoros how to sign the outgoing mails with a virginmedia.co.uk DKIM signature instead of the current Khoros one.

DMARC is doing exactly what it's supposed to do because of the failed DKIM and SPF checks and causing the recipients email systems to put the mail into spam.  Users can't simply override this with whitelisting.

Tim