Sky blocking connection to my email server

[Nadine1406]

I am unable to receive or send emails when connected to SKY Wifi as its not allowing connection to the POP3 server [this is a non-SKY email server].  It was working fine until 2 days ago.  If I connect via my mobile data [so disconnected from SKY Broadband] then i can send and receive emails.  I also cant log onto the website to access my email from the web as it times out when connected to SKY but am fine when connected to another network.  I have checked and the Sky Shield is disabled so thats not the issue.  I have done PING tests and TRACE tests and Sky is not allowing access to the server.  How can I resolve this?

[Addie15]

Hi there, I have escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.  

Just look out for the blue bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[Mr+Slant]

Who is the provider?

I only ask as I saw similar behaviour when attempting to login to an Ionos webmail server during the summer. IMAP connected fine but for a period of around a week webmail didn't. It was clearly Sky blocking the connection at the time as I did a packet capture.

Using a VPN or a mobile showed the problem wasn't with Ionos and when they looked at it they said it was Sky blocking port 443 to them.

[Nadine1406]

t's an Afrihost email server.  I have had my IT guys check my laptop and they said its definitely SKY not alowing access to the email server

[Mr+Slant]

Have you tried connecting via IMAP or webmail (if they do either of those).

I'd agree its Sky at fault here.

[Nadine1406]

There is a webmail internet site I can go onto to connect to my email via the back end but it times out and doesnt load when connected to Sky but can access it when connected via my mobile on another network 

[Mr+Slant]

No IMAP? That's all that would work for me when I had this issue in the summer.

I didn't bother contacting Sky as a) I was super-busy; b) I knew first and second-line support wouldn't have a clue. Only the NOC staff can sort this out but fortunately for me the issue appeared to resolve itself before I had time to address it.

[Nadine1406]

This issue happened previously a month ago and I was on the line with Afrihost for ages trying to sort it out and we tried changing to IMAP but nothing worked - then after calling SKY and them saying they dont block access it resolved itself the next day.  Then its worked fine until again suddenly I cant send or rceceive emails and I got my IT guys to check and they did all the TRACE and PING tests and confirmed its SKY that is giving the issue.  Am just hoping that the saved PING and TRACE tests will convince them that it is an issue with SKY and they can resolve this going forward 🤞

[Mr+Slant]

Ping and trace won't really show anything.

Get your "IT guys" to talk you through how to do a packet capture when you try to login to webmail. I'm assuming that's on port 443 (ie https) and if so it'll show Sky they are the problem. Edit - Sky can't argue its anyone else at fault if its port 443.

[cookiemonsteruk]

@Nadine1406 

Can you ask the host of your mailserver to run blacklist, spf and dmarc queries on your domain name using mxtoolbox.com 

You could also try turning off your hub for over 30 minutes to obtain a new public ip address on the offchance that your own ip address is blocked

[Mr+Slant]

She isn't running a MX.

All of Sky's IPv4/IPv6 residential ranges should effectively be tagged as dynamic so nobody should be accepting un-authed smtp mail from a MX in those ranges.

IMAP/POP/webmail is a different ballgame and should never be blacklisted.

[Lisa-P1987]

Update - Spoken to Nadine1406, they are being managed by our Customer Priority team who are in direct contact with them 🙂

[Laura+thomas+2015]

Hello 

I'm struggling to send or receive emails and I cannot seem to fix this problem. 

can you please advise, I need emails for work so this is proving to be a huge problem for me. 

please advise asap. Thanks Laura 

[Chrisee]

@Laura+thomas+2015 please post details of who provides your email and what app you are using for mail. Is the problem specific to your Sky connection or do you see similsr issues if on your mobile data?

[UserDav]

I am experiencing the same problem as reported by @Nadine1406. It is not the first time.  Sometimes it resolves itself (not usually quickly) but is causing unnecessary issues for me. Would someone from the Customer Priority Team please contact me as soon as possible.