Cannot receive emails

Karoline Moser's Avatar

Karoline Moser

09 Aug, 2016 11:24 AM

Hello, I have a virgin.net email address and cannot receive anything from you. As soon as I switch my email to my partners it comes through, but when I switch it back nothing! I have checked on virgin webmail and also cannot see it either in my inbox or in the junk mail. Please help

Karoline

  1. Support Staff 1 Posted by Sue on 09 Aug, 2016 12:09 PM

    Sue's Avatar

    Hello Karoline,

    Thank you for letting us know that.

    I will pass this on to our tech team, hopefully we
    can get you an answer as soon as possible.

    Could I ask which email provider your husband
    is using?

    Best wishes,

    Sue

  2. 2 Posted by Karoline Moser on 09 Aug, 2016 12:25 PM

    Karoline Moser's Avatar

    My partner has has a yahoo account. The other people set up on our booster
    account have a mac account and a googlemmail and they all seem to work fine

    Karoline

  3. Support Staff 3 Posted by Sue on 09 Aug, 2016 12:28 PM

    Sue's Avatar

    Hello Karoline,

    Thank you for that.

    We will look into this right away.

    Sorry for the inconvenience caused.

    Best wishes,

    Sue

  4. 4 Posted by Karoline Moser on 09 Aug, 2016 12:35 PM

    Karoline Moser's Avatar

    Great, thank you so much

    Karoline

  5. Support Staff 5 Posted by John on 09 Aug, 2016 02:02 PM

    John's Avatar

    Hi Karoline

    Does your user profile have this virgin email address? (I ask because it is odd that things are being sent to your husband's yahoo account).

    If it definitely does have this virgin email address then I'm sorry but the problem will be with virgin eg they might be sending Dooster emails to spam.

    Best wishes

    John

  6. 6 Posted by Karoline Moser on 09 Aug, 2016 02:08 PM

    Karoline Moser's Avatar

    Hi John,

    I was not receiving the invitation to join Dooster which had been set up
    for me, or any emails. I temporarily changed the email to my partners and
    everything arrived with him. He forwarded me the emails. I then could
    access Dooster and tried to change my email back to mine after this. Again
    nothing is coming through.

    I have checked Webmail for my virgin account where they have a spam
    folder. This does not contain anything from you so it does not appear to
    be arriving with them at all.

    Karoline

  7. Support Staff 7 Posted by John on 09 Aug, 2016 05:08 PM

    John's Avatar

    Ok we'll look into this and advise asap.

    Meanwhile hopefully you can use the alternative email.

    Sorry about the issue

    Best wishes

    John

  8. 8 Posted by Karoline Moser on 10 Aug, 2016 12:20 AM

    Karoline Moser's Avatar

    Hi John,

    Since I could not receive the emails it was temporarily reset to my
    partners email. Once I got in to Dooster I reset it to my own hoping it
    would work once I started things off but it didn¹t. It is still set to my
    virgin email and nothing is coming through.

    My email normally comes from virgin to Œoutlook¹ and although it has a
    junk folder some emails are stopped by virgin at source and dot get to my
    outlook folder. When this happens, I can check webmail directly online and
    see whether anything went into the spam folder at source. When I did this
    there was nothing from Dooster in the spam folder.

    Perhaps you can check to see if you have any virgin.net email addresses
    set up on Dooster or whether I am the first? I did google this issue but
    could not find anything. Also if you can check that the messages I should
    have received from Dooster definitely register as sent. I assume you can
    see the transfer of emails going out from your server? In fact it might be
    helpful to have an exact example that you have a record of being sent at a
    particular date/time. I can use this info when I contact virgin to see if
    they can help.

    Many thanks for your help

    Karoline

  9. Support Staff 9 Posted by Sue on 10 Aug, 2016 08:41 AM

    Sue's Avatar

    Hello Karoline,

    Thank you for all the information that you have provided.

    This is still being looked into.

    Hopefully, we will be able to get some answers soon.

    Best wishes,

    Sue

  10. Support Staff 10 Posted by John on 15 Aug, 2016 09:48 AM

    John's Avatar

    Hello Karoline

    Sorry we forgot to say: we fixed this a few days ago. Your virgin emails should be working now

    Thanks John

  11. 11 Posted by Karoline Moser on 15 Aug, 2016 10:31 AM

    Karoline Moser's Avatar

    Hello,

    I noticed a sudden flurry of incoming booster mail, thank you so very much!

    I¹m aaways interested in technical things, what was the issue?

    Karoline

  12. Support Staff 12 Posted by John on 15 Aug, 2016 10:45 AM

    John's Avatar

    Hi Karoline

    Sorry I'm not sure. Our tech team doesn't share the details with us. They're just too busy to be honest ;-)

    Best wishes

    John

  13. 13 Posted by Karoline Moser on 15 Aug, 2016 10:54 AM

    Karoline Moser's Avatar

    Ok, no problem, just grateful it works!

    Karoline

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