topic Re: Not receiving emails from a certain source in Email

Not receiving emails from a certain source

JamesE — Sat, 26 Feb 2022 15:05:34 GMT

I am not receiving emails from a supplier of re-glaze lenses for glasses. It is the only instance of which I know, but how do I know that there may be others? I asked them to try again with my btinternet address which worked perfectly, including forwarding it to my .plus.com address. What are Plusnet email doing? Help!

Re: Not receiving emails from a certain source

Baldrick1 — Sat, 26 Feb 2022 16:26:46 GMT

@JamesE

They are presumably identifying them as spam and rejecting them. Have you checked your spam settings in your account?

Re: Not receiving emails from a certain source

JamesE — Mon, 28 Feb 2022 09:50:43 GMT

I'm not sure what it could be. However I have unticked "directly delete messages in junk". This is all that I could see. I'll see what happens. Thanks for the suggestion.

Re: Not receiving emails from a certain source

Townman — Tue, 01 Mar 2022 09:05:19 GMT

@JamesE wrote:

I am not receiving emails from a supplier of re-glaze lenses for glasses. It is the only instance of which I know, but how do I know that there may be others? I asked them to try again with my btinternet address which worked perfectly, including forwarding it to my .plus.com address. What are Plusnet email doing? Help!

Plusnet email will be doing what "the community" has informed its anti-spam platform it should do - treating email from that company as being substantially spam.

Plusnet uses CLOUD MARK as its anti-spam platform. CLOUD MARK "learns" what is spam by people marking emails they have received as "spam". The problem is that many users incorrectly mark email from parties THEY SUBSCRIBED to but have no further interest in as "spam" rather than correctly UNSUBSCRIBING from the mailing list. This is very lazy and has the down side that those who want the communications might not receive them because the sending email address has now been identified as a purveyor of spam.

BTinternet might well be using a different anti-spam provider which has not profiled that sender as a purveyor of spam.

When BTinternet forwards the same email to your Plusnet account, it is no longer coming for the same sender and is therefore not trapped.

Re: Not receiving emails from a certain source

Reco_shop — Tue, 01 Mar 2022 11:25:56 GMT

@Townman this is what has happened to my business. My transactional emails were getting through fine for years until a few weeks ago. I now have angry customers that haven't received correspondence from me but I can't contact them to say what has happened! What is the route to contact PlusNet to get my domain whitelisted?

Re: Not receiving emails from a certain source

Gandalf — Tue, 01 Mar 2022 18:39:09 GMT

Hi @Reco_shop

I'm sorry to see your e-mails are being rejected. Could you private message me your account username, the unredacted bounceback, and a full copy of the headers of the e-mail you've tried to send, which was rejected?

The headers of the e-mail would need to be within 7 days for our NetOps team to take a look at the logs, and as it can take them a few days for them to get around to it as they're busy folk, I'd recommend sending a fresh e-mail at the time of messaging me then grabbing the headers from that.