topic Re: E-mails not reaching my plus.com address in Email

E-mails not reaching my plus.com address

Greenwalker — Thu, 02 Feb 2023 11:07:56 GMT

I have had several occasions when people have responded to an e-mail from me, but had it rejected.

one example of their message is

Reported error:	550 5.7.350 Remote server returned message detected as spam -> 552 Spam Message Rejected
DSN generated by:	CWLP123MB3219.GBRP123.PROD.OUTLOOK.COM

Any suggestions please? Their messages do not reach webmail either. (I know nothing about how this works!)

Re: E-mails not reaching my plus.com address

168bill — Thu, 02 Feb 2023 17:17:51 GMT

I have also been experiencing this today.

A British Airways booking I made using one of my 'plus.com' email address failed to result in me receiving the confirmation. After contacting their support they advised me that the email was rejected as 'Non deliverable', they then tried another of my 'plus.com' addresses and got the same result. Finally I gave them my iCloud address and that worked perfectly.

So, my guess is that somewhere on route the 'plus.com' domain is listed on a server as unsafe and hence the bounce.

Unfortunately I can't see the actual email bounce message that they are receiving to provide any more detail.

Re: E-mails not reaching my plus.com address

Greenwalker — Fri, 03 Feb 2023 06:28:34 GMT

I wondered at first if it was to do with Outlook, but these 'missing' e-mails do not even reach my webmail. I cannot see any way from the Plusnet site to get help with the topic of e-mails either.

I have a copy of the full 'undeliverable' message, which someone with the approprite knowledge might be able to decipher, but it contains a third party e-mail address, so i cannot post it here.

Re: E-mails not reaching my plus.com address

jab1 — Fri, 03 Feb 2023 08:27:32 GMT

@Greenwalker That rejection notice came from Outlook.com - 'DSN error generated by Outlook.com'

Re: E-mails not reaching my plus.com address

Greenwalker — Fri, 03 Feb 2023 10:34:51 GMT

Indeed it does.

Looking at the settings on my Outlook account, I see that the 'Sync' option for e-mails is 'off'. Should I change this?

Re: E-mails not reaching my plus.com address

jab1 — Fri, 03 Feb 2023 10:57:39 GMT

Can't help with that, I'm afraid - not used M$ mail applications for 30 years.

Re: E-mails not reaching my plus.com address

csmith94 — Fri, 03 Feb 2023 14:24:56 GMT

Hi @Greenwalker

You should be able to get support from the email client directly with this. I'm quite interested that it's not working in Webmail as well, is that right? If so, were they trying to send an attachment along with the email? (i.e image, document, video etc).

Re: E-mails not reaching my plus.com address

Greenwalker — Wed, 08 Feb 2023 13:45:38 GMT

Hi Curtis

That is correct - not arriving in webmail. Is the attached any help? The sender tried on Jan 3oth, and received this.

Thanks

Jan

Moderator's note by Mike (Mav): Personal information in attachment removed from a public forum.

Re: E-mails not reaching my plus.com address

Greenwalker — Wed, 08 Feb 2023 13:46:30 GMT

This is another, from a separate e-mail adress.

Moderator's note by Mike (Mav): Personal information in attachment removed from a public forum.

Re: E-mails not reaching my plus.com address

csmith94 — Fri, 03 Feb 2023 16:23:01 GMT

Thanks for getting back to me, that might come in handy later down the line to be fair. Are you able to confirm if they tried to attach anything to the original email? (i.e image, document, video etc).

Apologies if this is in the headers you sent across, my big brain doesn't stretch that far unfortunately 🤣

Re: E-mails not reaching my plus.com address

Greenwalker — Fri, 03 Feb 2023 16:56:27 GMT

Sorry - I should have said. Some have attachments, but not all, and it is not consistent - so sometimes mail gets through, other times it doesn't (from various senders) Sometimes it is blocked in reply to one of my e-mails.

Puzzling.

Jan

Re: E-mails not reaching my plus.com address

csmith94 — Fri, 03 Feb 2023 17:13:25 GMT

Ok then, I'll need to get it raised to our Info Ops Team to investigate further. I've added a ticket for you to respond to before I do this. Can you drop me a reply there and let me know once you've done that and I'll get your task raised.

Re: E-mails not reaching my plus.com address

168bill — Sat, 04 Feb 2023 15:58:04 GMT

Just in case this helps add anything to your case, I have additional detail now on my similar experience, which was also occurring with both Outlook and Webmail.

I received further confirmation from the BA support team that their email confirmation of my booking, contained a 'booking voucher', which they now advise was the reason the mail was rejected by both of my 'plus.com' email addresses. They cannot explain why this was the case.

They then sent the same email (containing the voucher) to my iCloud email address and I received that without a problem to both Webmail and Outlook.

Interestingly, I then forwarded this email to another email address that I have, a Gmail address. The message was delivered OK, but there was a message added by Gmail as follows:

This message seems dangerous

Many people marked similar messages as phishing scams, so this might contain unsafe content. Avoid clicking links, downloading attachments or replying with personal information.

I was given the option of clicking on either 'Report as dangerous' or 'Looks Safe'.

I didn't select either option but tried forwarding to one of my 'plus.com' addresses and got the following response:

Message not delivered

There was a problem delivering your message to @xxxx@bryyyyyy.plus.com. See the technical details below.

The response from the remote server was:

552 Spam Message Rejected

I then tried deleting the 'booking voucher' from the email before forwarding it to my 'plus.com' address and it all worked fine!

So it appears that the image file used for the 'booking voucher' in the email is considered unsafe by Google and is outright rejected as '552 Spam' by Plusnet.

Hope this is of some help.

Bill.

Re: E-mails not reaching my plus.com address

168bill — Sat, 04 Feb 2023 16:22:01 GMT

And just to add it bit more clarity, it seems that the offending image in the booking voucher was this:

If I remove only this image from the voucher, I can forward the email to my 'plus.com' addresses without issue.

I can only guess that this image has been used in some scammer emails and hence why it is flagged as potential spam on some servers. Unfortunately however, this also results in genuine bookings getting blocked too!!

Bill.

Re: E-mails not reaching my plus.com address

Townman — Sat, 04 Feb 2023 17:21:39 GMT

@csmith94 does the evidence offered by @Greenwalker confirm that the rejected emails came anywhere near Plusnet's email servers?

Is this a case of the SENDER's email servers rejecting the items due to suspected spam BEFORE there was any attempt to send them to the Plusnet addressee?

Re: E-mails not reaching my plus.com address

csmith94 — Tue, 07 Feb 2023 13:31:39 GMT

@Townman - I've got one of my colleagues to take a look as well and it turns out that Outlook is rejecting the email as spam. Whether this is the sender or the client mail, I'm not too sure.

@Greenwalker - Can you have the sender send a blank email with no attachments at all please? See if this comes through, check to see if this hits your webmail but not client or visa versa.

Re: E-mails not reaching my plus.com address

Greenwalker — Wed, 08 Feb 2023 09:37:44 GMT

Blank e-mail has arrived.

As I am ignorant about theses things - please can you explain in simple terms, the path of incoming e-mails?

Many thanks

Jan

Re: E-mails not reaching my plus.com address

csmith94 — Wed, 08 Feb 2023 18:39:34 GMT

With the blank email going through, it sounds like there was an attachment on the other email that was triggering spam to stop this from being received. With emails, the path will be -

Plusnet Mail: From sender >> Plusnet Servers >> To recipient

Client Mail: From sender >> Client Servers >> To recipient (For example if you was using outlook the path would be: From sender >> Outlook Servers >> To recipient).

My knowledge on this is very limited so @Townman might be able to offer a little more insight.