My ISP is TalkTalk Business and my emails are hosted with Vidahost on their server ns31.sovdns.com
I am using Outlook 2013 as my email client and connect using IMAP. I have a fixed IP..
Everything was working just fine until a week ago when the flow of emails suddenly stopped. On to Vidahost to get it sorted.who quickly pointed out that a tracer route from my network to their server failed while still within the TalkTalk network. They confirmed that my IP was white listed on there server.
On to TalkTalk to get it resolved but given the complete run around asking for quite irrelevant information to determine if my configuration within Outlook was correct. and they would will get an email expert to look into the issue and report back within 48 hours, When I pointed out that it was a network specialist was really required, TTB said it couldn't escalate the issue until it was established that there were no problems with the email setup.
Received a text message from TTB around 60 hours later to say the fault had been fixed - it wasn't. So back onto TTB where we discovered the ticket had been closed and that another 48 hours would be required to investigate the matter further and this is still ongoing.
Within Outlook there is another email account that is working perfectly.
Decided to VPN into a friends network and found that my emails came through just fine all be it with asmall time delay.
I know a number of people who also use TTB and asked them to carry out the same trace route I used, on their PC. The trace route failed for them as well. My daughter is on Zen and the trace route completed satisfactory as did a close friend who uses BTInternet.
For a rapid resolution to the issue, Vidahost have offered to move my domain to another server. Or i could move to another ISP. Either choice would see my email service working but it would be a lot of reconfiguration for me to do. .
I just can not understand why TTB are taking so long to resolve this issue, Can anyone offer an insight why this is so difficult to fix? Meanwhile does a tracert to ns31.sovdns.com fail for you as well?