Not so long ago, Google stopped providing their e-mail service to ISPs which forced them to look elsewhere for an alternative. As a result, Virgin Media’s new e-mail platform doesn’t have a sophisticated and accurate e-mail filtering service which resulted in many genuine messages being undelivered. Many customers have already let their displeasure known via the company’s forum. One frustrated user said:
“I’ll add a ‘me too’ to this. All my emails to ntlworld and blueyonder addresses have been rejected for some time, which is infuriating as I have clients who use these. One such client has decided to jump ship from VM because of the problem—he can’t afford to have legit email rejected.”
Virgin Media responded to this message and clarified:
Apologies for the rejected email issues, if problems remain ongoing please drop me PM and I can provide contact details for our postmaster, they’ll be able to look into why these emails are being blocked for you.”
Clearly, the system is incapable of properly judging which e-mails are spam and the problems appear to be fairly widespread.
According to The Register, a Virgin Media spokesman described the situation and said:
“Since Google removed its service for ISPs from the market we’ve moved to a different email platform, meaning some emails may have not been getting through. We are helping businesses who feel their emails have been wrongly blocked.”
Doing this on a case-by-case basis isn’t ideal and only going to make customers angry while their vital business e-mails are lost. This could dramatically impact on their profit margins and nullify contracts where communication is key. Virgin Media needs to sort this out as a matter of urgency or business customers will leave in great numbers.