Virgin Media Community

[dlenn]

Over the weekend I tried to login to zoom but was unable to so I thought I'd try resetting the password. However, the password reset emails are not coming through to my ntlworld email address.

I have contacted zoom support and after acking me to try to perform the password reset again I have asked what address they are sending from.

The emails come from no-reply@zoom.us - they can see the emails are being marked as spam presumably this is at a high level so they do not even hit my mailbox.

They have also advised they use the following IP addresses:

149.72.21.92
149.72.32.163
149.72.59.154
149.72.112.79
149.72.122.209
149.72.134.114
149.72.163.203
149.72.185.127
149.72.196.70
149.72.196.77
149.72.198.96
149.72.198.100
149.72.199.144
149.72.249.102
149.72.73.235
167.89.93.232
168.245.118.48
170.114.15.172
170.114.15.173
170.114.15.174
170.114.15.175
170.114.15.176
170.114.15.177
170.114.15.178
170.114.15.179
170.114.15.180
170.114.15.181
170.114.15.182
170.114.15.183
170.114.15.184
170.114.15.185
170.114.15.186
170.114.15.187
170.114.15.188
170.114.15.189
170.114.15.190
170.114.15.191
170.114.15.192
170.114.15.193

Please can their email address and IP addreses be whitelisted/allowed through.

Thanks

Regards

Susan

[用心棒]

It would be helpful when the forum team respond to this thread to have Zoom's evidence of their emails being treated as spam to hand to provide via private message (see located top right of page).

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[dlenn]

Hi Very insightful person,

I have an email from them which is not included here but I would assume they have run a trace on the emails sent to my address.

If that was/is needed I can ask them for it.

[Kath_F]

Hi dlenn, 

Thanks for your post and apologies to hear you're having an issue with receiving mails from Zoom. 

It's certainly strange that this is happening and I'd like to forward this over to our Internet Security teams for them to check things further. 

I will need some information from you in order for us to help though so I have sent you a private message to allow me to investigate further once I receive your reply. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks, 

[coenoby]

---

@dlenn wrote:

I have contacted zoom support and after acking me to try to perform the password reset again I have asked what address they are sending from.

The emails come from no-reply@zoom.us - they can see the emails are being marked as spam presumably this is at a high level so they do not even hit my mailbox.

---

@Kath_F 

Just out of interest I have just tried changing my Zoom password. The reset email came through to my VM email account with no problem. It came from that no-reply address and from iP 149.72.249.102 on that list.

I changed it again and that second reset email also came through fine this time from 149.72.134.114 also on that list.

Perhaps something else is going on here rather than a simple iPaddress block or perhaps not all Zoom IP addresses are being blocked and i just struck lucky.

Coenoby

[dlenn]

Well apparently virginmedia need my husband to log this as an issue now for me.

@coenoby - I wonder if it is that some of the ip addresses are being blocked and others aren't and I have the misfortune to find the one/s that are blocked. 😞

[coenoby]

As I said, it could be that only some of the Zoom IP addresses are being blocked. 

It might be worth checking that the Spam settings in that VM webmail account are NOT set to 'Reject Spam' as that might be factor.

Coenoby

[dlenn]

Thought I had posted to say how this was resolved. However, turns out I didn't.

This was never resolved by Virginmedia.

The zoom issue was resolved by Zoom Support resetting my password and sending it to me from a different address so I could then login and reset it to something else.

I have not changed my password or been locked out since so I do not know if the password reset emails are still blocked for me.

[Carley_S]

Hi dlenn

Thank you for taking the time to come back and update us with how this was resolved for you. I'm glad to hear that Zoom's Support have been able to help you gain access again. If you have any further issues or concerns, please do not hesitate to come back to us again on community, we'll be here to help if needed. 

All the best,