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One friend's email is erroneously getting marked as Spam

Posts: 3
Thanks: 3
Registered: ‎14-01-2020

One friend's email is erroneously getting marked as Spam

I am a Plusnet customer. I started off with Madasafish, and when that closed I transferred to Plusnet but kept using the Madasafish email account. This is set as a POP3 account. I share it with my wife. We we both download from the inbox to our hones and tablets and delete stuff we don't want on each device. I log on to Webmail every so often and clear out the inbox there. Yes I know this is an old fashioned approach, but it has worked for us for years.

Some months ago when clearing out the inbox on Webmail I noticed that some emails from 1 particular friend were often  being marked as Spam by Plusnet. When I found this I added her email address to the Webmail Address Book and marked the email as Not Spam assuming this would sort out the issue. It has not done so. Instead more and more of her emails were marked as Spam, and I now find that all emails from her are marked as spam, and if I am expecting to get anything from her I have to keep checking Webmail to see if there is anything that needs rescuing  fro the Spam folder. Her email address is a personal Gmail address and others receive her emails with no problem, so I assume her address has ended up on some blacklist used by whatever software Plusnet is using to identify spam.

It also appears that since the Madasafish email was moved to Plusnet I can no longer whitelist email addresses on Webmail - I don't know why as I think it was possible on Madasafish and is possible if you use a Plusnet email address. 

I rang Plusnet customer support to ask how I could find out why this address was being marked as spam. The call handler was very pleasant, but basically said that with Madasafish you can’t whitelist addresses and there was nothing they could do. She did not seem to understand that I I knew this already and was not expecting her to resolve the situation, but I hoped that she could point me in the direction of someone, probably with greater technical knowledge of what processes are used, who would understand why/how the emails are being marked as spam, and hopefully suggest some way forward. 


Below is what I get when I look at the Message Source of a recent message that I rescued from the Webmail spam folder.

I have edited names and email addresses and some message detail to avoid posting private info on a public forum.

 I assume the lines

X-BV-Spam-Flag: Yes

X-IPAS: Level1

X-CM-Score: 100.00

are indications that the email was identified as spam, but this is all somehat beyond my knowkedge.  

Can anyone help, or suggest any way forward?

Thank you



From - Tue Jan 14 09:03:39 2020

X-Account-Key: account3

X-UIDL: UID42785-1315416112

X-Mozilla-Status: 0000

X-Mozilla-Status2: 00000000


Return-path: <>


Delivery-date: Mon, 13 Jan 2020 21:27:51 +0000

Received: from [] (

  by with esmtp (PlusNet MXCore v2.00) id 1ir7FX-0001wY-55 

  for; Mon, 13 Jan 2020 21:27:51 +0000

Received: from ([])

by Plusnet Cloudmark Gateway with ESMTP

id r7F7ikix1kGhtr7F9iBmp7; Mon, 13 Jan 2020 21:27:27 +0000

X-BV-Spam-Flag: Yes

X-IPAS: Level1

X-CM-Score: 100.00

X-CNFS-Analysis: v=2.3 cv=M6Uz1B4s c=1 sm=1 tr=0 cx=a_idp_d

 p=QOVx8sHv9mra56lsyhQ/bg==:17 a=j6hfRdO0MpZnpprz4qG2JA==:117

 a=IkcTkHD0fZMA:10 a=x7bEGLp0ZPQA:10 a=WiHlteLs7t8A:10 a=Jdjhy38mL1oA:10

 a=hzE0Oxf8cg186L3ItY8A:9 a=QEXdDO2ut3YA:10

Received: by with SMTP id b6so10182160wrq.0

        for <>; Mon, 13 Jan 2020 13:27:27 -0800 (PST)

DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed;; s=20161025;










X-Google-DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed;; s=20161025;










X-Gm-Message-State: APjAAAVuYDppIoxunKy2TVE0mrYj6nLd2QHARrfIW9rH/WhqevJuAlSL


X-Google-Smtp-Source: APXvYqw/WkHKX2gAf8c6uAPx5787cGpU4Bl1sHV/CmFDapadTmCq9m3RU0lwZLCBIZB+kjajeIPVWw==

X-Received: by 2002:adf:fd07:: with SMTP id e7mr20534523wrr.21.1578950845464;

        Mon, 13 Jan 2020 13:27:25 -0800 (PST)

Received: from [] ( [])

        by with ESMTPSA id n8sm16619978wrx.42.2020.

        (version=TLS1_2 cipher=ECDHE-RSA-AES128-GCM-SHA256 bits=128/128);

        Mon, 13 Jan 2020 13:27:24 -0800 (PST)

From: Jane Xxx <>

Content-Type: text/plain;


Content-Transfer-Encoding: quoted-printable

Mime-Version: 1.0 (1.0)

Date: Mon, 13 Jan 2020 21:27:23 +0000

Message-Id: <>


To: Martin Xxxx <>,,

 Lxxx Xxx <>

X-Mailer: iPad Mail (16G102)

X-CMAE-Envelope: MS4wfJS5iMYRgDhOI+YTfEm1HjPU+T+qz8KX32GDgVOluRRkW5gU+GmDLyztaAJ2LMUJagDVaFxqjAZ4Vcn2vhL/I6VjNaeZeYUbF1YCKU7ylVkRcbTmRpbP


X-pn-pstn: Spam 1

X-PN-Virus-Filtered: by PlusNet MXCore (v5.00)

X-PN-Spam-Filtered: by PlusNet MXCore (v5.00)

Subject: Session




We=E2=80=99re thinking of going toxxx tomorrow evening.   Does anyone else want to come, we=E2=80=99re=

 happy to drive.  Lxxx, I=E2=80=99m assuming you=E2=80=99re still away?



Moderator's note by Mike (Mav): Post released from Spam Filter.
Community Gaffer
Community Gaffer
Posts: 26,410
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Registered: ‎21-04-2017

Re: One friend's email is erroneously getting marked as Spam

Hi @mpwsheff I'm sorry for the delayed response and welcome to our community forums. If you've not got this sorted yet could you send me a private message with the sender's email address and I'll see if we can whitelist this for you.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi