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Virgin Media users report ongoing problems delivering legit emails. Again

One user complains to his MP

By Kat Hall, 15 Nov 2016

Update Virgin Media's spam filter has once again blocked companies' and users' legit emails, in what appears to be an ongoing issue with its filters.

One customer got in touch to report that commercial senders have been unable to deliver large quantities of legitimate emails to Virgin Media email accounts.

Another user wrote in the community forum: "We send a few hundred million messages a month to domains all over the world and it's only the Virgin Media domains where we see this problem."

The issues have affected a number of companies including global travel company Thomas Cook, which complained on the forum that for a few weeks it had been receiving delivery status notifications when sending emails from their Thomascook.com domain.

An IT manager from the company requested that its domain be whitelisted again.

One user was so incensed with the ongoing problems, he has written to his MP to open an investigation.

"For at least 12 months Virgin Media Customers have been suffering with mails addressed to them not being delivered to them, or being unreasonably delayed," said the letter seen by The Register. "This failure is costing legitimate companies' reputations and also costing them financially. I believe that this needs investigating."

The problems arose when Virgin Media was forced to look elsewhere for its email hosting after Google closed the service used by ISPs last year. Virgin made the decision to take its email back in house. Its in-house platform was built in conjunction with parent company Liberty Global "utilising several specialist third parties to deliver various elements of the solution," said a spokesperson at the time.

The Register first reported the issue of emails being blocked by the new spam filter in October and December last year.

We are awaiting a response from Virgin Media on the issue. ®

Updated to add

A spokesman said: "We are aware of an issue affecting a small number of Virgin Media email users. We are currently investigating the problem and apologise for any inconvenience."

The Register - Independent news and views for the tech community. Part of Situation Publishing