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Contributor I
am-e-mail
Contributor I
November 5, 2024
Solved

Virgin Media - High Bounce Rate

  • November 5, 2024
  • 3 replies
  • 124 views

We are regularly seeing very high bounce rates to Virgin Media email addresses. Apart from ceasing to send email to Virgin Media addresses, has anyone navigated this before and knows what could be happening and how to stop it? 

      This topic has been closed for replies.
      Best answer by Fario Consulting

      Hi,
      You could create a segment excluding all Virgin Media email addresses and suppress them in your campaigns and flows if they have bounced even once.

      Also I know some ISPs (such as Xfinity) have a Postmaster tool...in case Virgin Media has one too I would suggest checking it out

      3 replies

      F
      Problem Solver IV
      Fario ConsultingAnswer
      Problem Solver IV
      November 6, 2024

      Hi,
      You could create a segment excluding all Virgin Media email addresses and suppress them in your campaigns and flows if they have bounced even once.

      Also I know some ISPs (such as Xfinity) have a Postmaster tool...in case Virgin Media has one too I would suggest checking it out

      We help businesses with Klaviyo setups, integrations, and customizations. Reach out and learn more on farioconsulting.com
        TimMartinHarvey
        Problem Solver IV
        TimMartinHarvey
        2025 Champion
        November 7, 2024

        Hey @am-e-mail 

        I agree with @Fario Consulting that it would be best to isolate the Virgin Media accounts and send directly to them, so you can do some testing. 

        Check some of the profiles so see if they are genuine customers also as they may be multiple spam accounts that would always bounce that have subscribed.

        Lastly i would just triple check your domain settings, check all the DNS settings are set up correctly and the status is green. And also just checking all your DMARC/DKIM settings for your domain are all in the green too.

        Tim Martin-Harvey | Head of E-Commerce | Digital Transformation Specialist | Multi-Brand E-Commerce Expert | 2024 & 25 Klaviyo Community Champion | Luminia Intelligence Top 10 Influential People in UK Wholesale E-Commerce
          Christiannoerbjerg
          Expert Problem Solver II
          Christiannoerbjerg
          2025 Champion
          November 8, 2024

          Hey @am-e-mail 

          As @Fario Consulting and @TimMartinHarvey mentioned i agree, that it would be best to isolate the Virgin Media accounts and include them as a individual segment for your campaigns or flow, just to be able to see directly, what impact the sending have for those kinds of profiles. 

          From my experience, we’re seeing very different results for various clients, which is sending to Virgin Media inboxes - So i think the best way would be to tag those subscribers and include those in a segment to see the actual impact. 

          Hope that helps! :-) 

          Christian Nørbjerg Enger
          Partner & CPO
          Web: Segmento.dk
          LinkedIn: @christianfromsegmento
          Voldbjergvej 22b, 8240 Risskov

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