Sky blocking connection to my email server

[mae-3]

@SJFR80 

Not suggesting the router is at fault only that its DNS data from Sky may be the issue but if that is reporting the same as a working ISP then it is likely a firewalling issue en route to the email server.

[SJFR80]

@mae-3 @UserDav 

Well what do you know ...its working again this morning! See how long it lasts...

[lettice]

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@SJFR80 wrote:

@mae-3 @UserDav 

Well what do you know ...its working again this morning! See how long it lasts...

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When this works and does not work, have you had a change of WAN ip?

[SJFR80]

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@lettice wrote:

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@SJFR80 wrote:

@mae-3 @UserDav 

Well what do you know ...its working again this morning! See how long it lasts...

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When this works and does not work, have you had a change of WAN ip?

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I don't know if the WAN ip has changed, but  I've not changed anything myself. When I woke up this morning it was just working 

[lettice]

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@SJFR80 wrote:

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I don't know if the WAN ip has changed, but  I've not changed anything myself. When I woke up this morning it was just working 

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You can force a WAN ip change, by leaving your router off power for at least half an hour.
Sky will force reissue you a new one after sometime, though could be weeks or months.
No point in doing that now, as you are working again.

Shame, that you did not notice, as it could provide some cause to a symptom of your problem.
Your WAN ip may have been 'stuck' in some way and not propagating correctly with your email provider.
This does happen occasionally and more noticeable when its a more popular site.

In your Sky router support log, is it showing a recent reboot or reset of your router?
Note:
There is a recent Sky router firmware being pushed out at the moment that may have rebooted your router, but that would not usually have reset the WAN ip address.

[SJFR80]

@lettice @mae-3 @UserDav 

well that didn't last long, it's not working again this morning 🤦‍♀️ 

[lettice]

As before.

Has your WAN ip address changed?

[SJFR80]

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@lettice wrote:

As before.

Has your WAN ip address changed?

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@lettice @mae-3 @UserDav 

No it hasn't.

I switched my router off this morning for an hour to reset it. That didn't work.

I've also reset the router to factory settings, but that didn't work either.

The WANip has been the same all morning and no change. 

it's really frustrating that it only works intermittently! And more often not working 😔

Sky say there isn't any issue, but there definitely is. I'm at a loss! 

[lettice]

@SJFR80 
I've asked if some further detailed help from Sky can be offered.
Will let you know if I hear anything.

[lettice]

@SJFR80 

I've escalated this to Sky and the Sky community messaging team should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.
More about an escalation here;
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

They have offered to find you a further path within Sky to help.

[SJFR80]

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@lettice wrote:

@SJFR80 

I've escalated this to Sky and the Sky community messaging team should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.
More about an escalation here;
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

They have offered to find you a further path within Sky to help.

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Thank you so much for your help, it's very appreciated! @lettice 

[Lisa-P1987]

Thanks for escalating this. We’ve sent @SJFR80 an invite to chat.

[UserDav]

@SJFR80 

@Lisa-P1987 

Please share any conclusions here. Whilst my emails are currently working, I have had many months with the same experience as @SJFR80 and doubtless the problems will return.  I do hope this discussion ends up with someone suitably specialised in Sky: I have had a number of fruitless conversations and two fruitless visits from the regular technical support staff.  It's soul-destroying repeating the same information again and again and getting nowhere. Good luck! 

[SJFR80]

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@UserDav wrote:

@SJFR80 

@Lisa-P1987 

Please share any conclusions here. Whilst my emails are currently working, I have had many months with the same experience as @SJFR80 and doubtless the problems will return.  I do hope this discussion ends up with someone suitably specialised in Sky: I have had a number of fruitless conversations and two fruitless visits from the regular technical support staff.  It's soul-destroying repeating the same information again and again and getting nowhere. Good luck! 

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Thanks, i'll let you know what they feedback but not had any update as yet.

[Ageing_Hippy]

I'm having a similar issue, it started Sunday afternoon.
I can’t gain access to my Plesk server via the web portal or retrieve emails from it if i go through my sky broadband, but i can access email and the server portal without any issues if i use a VPN over my sky broadband.
This tells me it's defiantly a sky issue as the VPN bypasses sky’s network settings.
When not using a VPN my email client will connect to the server via SMTP but at the same time won’t retrieve emails via POP, this, in my opinion, would point to a sky network/router (not broadband router) problem rather than a blacklisting issue because blacklisting won’t allow connections on any port in any direction.
I was on the phone for over an hour today trying to explain the situation and eventually someone said they will look into this and call me back in 30 minutes, that was 8 hours ago and still no call back!

So to recap, if anyone is having this issue, try using a VPN program to bypass sky’s settings and see if that works, if it does work for you, please post and let us all know.
You never know, if enough people can bypass this issue using a VPN sky may actually realise it’s their problem and look into it properly.