How do I voice my complaint with regard to the email service?

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  • Updated 5 years ago
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This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: This topic is being closed as it has covered too many different issues, that are largely resolved. It has grown to the point that valid information has become too difficult to locate. Feel free to post a new question if necessary.

If you would like your voice to be heard you are welcome to voice your complaint here. If you do have questions on our email service or other products feel free to post to the relevant threads.
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Mike F., Alum

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Posted 6 years ago

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Dee Dee0596

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I am still getting junk mail, but not as much. The system is a little faster, but compared to complete stop for a week, anything is better. My email is still bouncing to a number of clients. I sent an email to my own Intuit/Homestead biz account from my personal gmail account. It bounced, never went thru. The bounce message said the account was over quota. It is at 40% capacity and I do not get hundreds of email a day. It's still a mess.
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Larry5364

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Many folks have posted about moving email to different hosts. My move was not easy--largely due to incomplete instructions on both sides. I'm using webhostinghub.com, someone I researched as a possibility during the last similar incident. Have to learn WordPress and coding there but it might be worth it.

Anyway...the steps for transfer aren't that difficult, if they are laid out for us. Here's what finally worked for me. A support tech might check this over and confirm or correct---but it took me 3 or 4 conversations before I could get this out of tech support and I don't think I ever got all the pieces from one person.

From the new host get
1) The mx record and priority (0 to 10)
2) The URL (not IP address) that needs to be changed in the mail line of the CNames section of the HS Domain Management page.

WIth that information, log in to HS. Choose Domains (left column). Open "Advanced DNS Settings". Then choose edit and
1) Add a new Cname entiled "mail" pointing to the URL from the new host
2) Delete the old Cname labeled mail, pointing to mail.homestead.com
3) Add a new MX Record pointing to the address from the new provider
4) Delete the old mx record (inbound.homesteadmail.com)
5) Save the changes (and take a deep breath when it warns that changes could have serious implications :) )

That's it. When I finally got all of those settings right, email began coming in right away. One thing......DON'T change the A Record if you want the site to remain at Homestead. I followed an incorrect instruction to do that and that made my website inaccessible. Seems like that must remain the same if you want to keep the site live with Homestead.

Here's the DISCLAIMER. I am DEFINITELY not a tech professional. That's part of why I've been with HS for 10+ years. It had been easy for a non-techie. THESE STEPS MAY OR MAY NOT WORK FOR YOU. It is simply what finally worked for me after 3 days of chats and "waiting 24 hours for propagation" before I could be sure that the last instructions were incomplete or incorrect.

With instructions this clear, I think I could have handled this in a half hour and been up and running. Instead, it took me several days before i was willing to try to attempt it and then several more days while I navigated the hurdles. So, I'm sharing my experience in case it is useful to anyone. AND I'm breathing a sigh of relief at not needing to keep waiting for updates and wonder if things will work.

Good luck to all!
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Kathy Wildman

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Where is the link?
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Ahmed Ismail

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I would like these instructions as well. Where is the link to the instructions?
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Ahmed Ismail

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Larry--it is very kind of you to outline the instructions in detail that may save our businesses from Homestead's ineptitude. I am a total novice at this (which is the reason I have been paying Homestead's usurious rates for so long) and I don't have a clue what an "mx" record is. Is there a blog somewhere I can read up on these terms so that I can try your fix? Thank you so much.
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Larry5364

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I don't think you have to know what it is. All you have to do is ask your provider for it and insert it. It is probably some sort of address. If you look at your current records, in the domain management page of HS, you'll see that it is listed as iinbound.homesteadmail.com. A new provider should provide you with the thing that will work for them and you just create a new one (add) and delete the old. Same thing with the Cname for mail. If you look at that domain management page the mail line probably has your domain name and says point to mail.homestead.com. You get that the substitute info from a new provider and create a new Cname and then delete the old. If you get a good tech person able to provide you the information in steps one and two above, you probably don't have to really understand anything about what they are. I don't. You just have to make sure that those two new items are substituted in the domain management page in your Homestead Account.
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Larry5364

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Re configuring for Outlook. When I need the instructions, I do a web search for "configure Outlook (version) for Homestead/gmail/etc.)" Usually I come up with pretty clear instructions. Remember that Outlook basically just goes and gets the mail from the webmail account. If that is not working properly, Outlook will not work either. I've always used Outlook and it was not working in the past few weeks either--except that I have it connected to some other addresses (gmail for example) so I was able to send and receive through that as soon as I became aware of problems. Certainly not as good as having my regular domain email but better than nothing!
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twiggy

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Hello Mike....ok, so it is now over 4 weeks that the company email is NOT working!! I have forwarded emails from others that states that the emails they are sending to me or anyone in the company is bouncing back!! I also understand that gmail also recently had some issues with their mail accounts. So I have to ask if this is common for the US at the moment. Is their some kind of huge glitch going on?
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Mike F., Alum

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twiggy, This is a great question. I have also heard about some recent issues that even Google had. The reality is... is that no website/email hosting company is immune to these events. Spam and DDoS attacks in particular wreak all kinds of havoc on website/email hosting companies as they are fairly easy to launch, but quite difficult to stop. Just do a Google search for DDoS attacks and your find a plethora of good information.

Even with multiple firewalls, spam filters, proxy servers, backup servers and redundancies in place it can still be a challenge to keep systems running at 100%, 100% of the time.

We have many servers which is why some of our email customers have not been affected, or affected to the same degree as others. The bigger a company is, the more should be considered in the way of backup plans.

Many customers have asked "why didn't you email us?". That would be an option in some cases but since the servers where already overloaded with an extraordinary amount of spam, it would but another excessive level of strain on the servers to try and email millions of customers.

Because we understand that these types of outages are a real threat to business we have set up other channels of communication such as:
This community: https://community.homestead.com/homes...
Facebook: https://www.facebook.com/HomesteadWeb...
Twitter: https://twitter.com/hswebsites
Status Blog: http://status.homestead.com/

For anyone that has been unable to send/receive email we provide the options for communicating and providing updates.

Even a small business can benefit from setting up other channels of Communication in an event like this.

I hope this helps.

Mike.
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twiggy

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Thank you Mike, I received a call from one of your Directors....not that the issue is resolved, but he was kind enough to provide a lot of details. Thank you Mike and I hope your being paid very well to be the company scratching post.
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Mike F., Alum

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Thanks for the feedback. I'm glad he got a hold of you.
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twiggy

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Well now I can not even email my employees!!! I have 3 domains here and since I pay a large price to have all three with many email addresses. So not only can I not send emails to clients now I can not send to my own employees that I pay!!!!! I am ssssssssssssooooooooooo pissed! Someone is going to be paying for all this business and productivity that I am loosing and it has been 4 weeks!!!! I need a call from a senior person that can tell me exactly WTH is going on and when exactly I can expect to communicate with clients and get the documents I need to get to and from them.....I want to know who's going to pay for all this loss???? I can be reached at 888-716-7791 ext 1 I am expecting a call from nothing less then a director or higher...and today not Monday....TODAY..thank you
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Quintin0825

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Good luck with that....
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Mike F., Alum

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Hello twiggy, we've passed your message on to upper management. We do have several members of management helping us with this whole email issue. You should be getting a call shortly.
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computare

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I have requested the same Mike.

Obviously I appreciate the time difference here in the UK so please contact me via my new email address help@thejohndoylepartnership.co.uk

Kevin Doyle
The John Doyle Partnership
www.thejohndoylepartnership.com
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twiggy

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Thank you, can you please define shortly? I am on Eastern time and they will need to state the place they are calling from or they will not get through to me...I am the CEO so my calls are all screened. Thank you for escalating this I do appreciate that, takes continual screaming but it is to the point of thousands of dollars are missing now, due to lack of the ability to get through for clients and employee time wasted....and the list goes on...thank you again, and I hope it will be today since it is already noon here.
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Mike F., Alum

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He just tried calling moments ago. There was no answer so he left a voice mail and sent you a personal email.
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Martin

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I need to be reimbursed as well. 405-293-6325
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Mike F., Alum

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Hello Martin, I am very sorry due to the magnitude of this email issue our call center is only staffed and equipped to handle incoming calls. If you call us or visit Live Chat and discuss this with a live agent, we will do what is fair and reasonable.

Mike
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Forest4174

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What is the mailing address so that we may send documentation and a written request for compensation.
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Mike F., Alum

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Our service center is set up to be completely paperless so sending a letter would not be a good option. If you would like to discuss a refund please contact us via one of the options above.
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Casey3328

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We are moving all services away from Homestead as well. This is the second major, weeks-long outage we've experienced. Once again, Homestead didn't notify anyone that they were experiencing problems, and they have the capability. Shame on you guys, seriously. There's no excuse for not advising your paying customers. You're perfectly capable of promoting something, or advising that Intuit is now Homestead, but you can't advise there's a major issue such as this? I'm a Telecom Engineer, and I know better. Unfortunately, we had to find out from confused clients that they believed we were not sending promised information, not replying to communication sent, or getting back to them over 12 hours (or more) later. Thank goodness they believed this was extremely out of the ordinary and called or we'd never have known! We work for and with the Government, Cities/Counties and School Districts for the most part. We look like slack fools. We're going to move to iPage: domains, websites, email - everything. We expect a refund of at least one full month's payment.
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lynn7364

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how can we possibly know how to get reimbursed with lost business when we don't know what we've missed? I have no idea if I didn't get a request for a reservation through my email at my motel. Just to add to our misery we are located outside a national park, I would imagine I'm missing tons of cancellations!
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lynn7364

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I hate to move my website index page because it totally ruins your rankings, but I have become frustrated with the whole thing, I cant redesign it without it effecting the main page being re-indexed either. Plus lack of mobile design and now the total email disaster. Just more gasoline on the fire for a small business to deal with.
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Mike F., Alum

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Hi Lynn7364, This won't have any affect on your website. It has no relationship with it at all. Of course if you choose to move your site we respect that decision but you can change you email without moving your site.
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Mike F., Alum

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Here is a link to setting up Outlook which several of you have asked for: https://community.homestead.com/homes...

Remember, if you are switching to a new provider, you'll have to use the settings provided by the new provider though.

Mike
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Kathy Wildman

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Worst spam day yet! Where is the progress?
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Deborah6748

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I wish I could even get spam!! I am receiving NO emails AGAIN!!! My clients are not happy, which makes me even less happy :(
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Mike F., Alum

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Hi Deborah6748, Once again we are very sorry. Our email admins are continuing the configuration to speed things up and making further adjustments to the spam filter. We are working as quickly as possible.
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Paula6535

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I agree. Had I known this issue was coming I could have been ready and sent my clients a quick email or note giving them some guidance on the best way to reach me. It is the professional thing to do...let your clients know when you will not be able to respond to issues immediately. It's too bad Homestead doesn't treat their PAYING clients the way we each treat our clients. Shame on them for trashing my reputation after the 11 years I spent building it!
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Dee Dee0596

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Oh, it is NOT getting better but worse. I am still getting bounce messages because of "blacklists" from the same people of the last few weeks, but now email to MORE people are bouncing, to folks who were receiving my messages before just fine. I cc'd an email to myself last night at about 9 and just got it. The new servers and IPs are not stopping the problem. People are calling me that their messages are bouncing because I am "over-quota". Why is it that all three of my associated business websites have this problem, but the separate account for the nonprofit I belong to is having no issues at all???? Oh God, I hope I didn't just put a plague on the non-profit! If the servers are working ok for http://www.forensicgenealogists.org/ , but not for my genealogyfinder.com and associated accounts, then please move my biz accounts to the servers that are working!!!!
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Mike F., Alum

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Hi Dee Dee0596, Unfortunately the issue is more than just moving your account from one server to another I assure you they are working on it and apologize for how long this is taking.

Mike
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christopher7393

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This reply was created from a merged topic originally titled
e-mail fiasco.


I support the class action lawsuit idea. The reason I can't add this comment to that conversation is the community page asks me to login to reply even though I am already logged in!!!!

Further evidence of the shambles that is homestead!!!!

just to add to this pathetic story. last night for the 4th time in 4 days i was chatting live to the support team and was assured the problem would be resolved in a couple of hours (got the transcript). so i received a lot of backed up mail. This morning (HK time) i cannot send or receive anything.

when is someone going to shut this circus down???
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Mike0785

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I hope some law firms got affected by this travesty too! I have been a faithful customer for over 10 years. This is totally unacceptable and shows how ill prepared the new owners are.

Add my name to the class action lawsuit!

mmccormick@memccormick.com 207-270-1003
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Martin

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I support the class action lawsuit also. Myself and one other empolyee spent hours trying to make it through this MESS!
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Barbara9750

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After 3 weeks, my inbox is completely empty still!! Where are all my emails??The status says the email problem is fixed...

so, if they just post that its fixed, they think we will all be quiet?????
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Drew N, Alum

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Hi Barbara,

Can you tell me how you check your email? Also, if it is ok, then I will change your email password so I can log in and take a look.

It will be tomorrow morning when I will be able to look.

Thanks

Drew
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twiggy

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WOW....ok people I am also a very loyal client and a paying one. After speaking to one of the Directors and everything has been explained to me in a more technical way and it makes complete sense. No one is more upset, frustrated, pissed then I am. I have more then 3 domains with Homestead and I go back more then 12 years ago and 2 companies with them. I have a successful company with 4 domains, more then 20 email addresses and to the point that i can not even email my own staff that I am paying to be very unproductive. I can honestly say that we have not been hit very hard at all with spam....why, because we did OUR due diligence and have a firewall and spam preventative software. We did receive some spam. Nothing is full proof. Did they have a good plans with a plan B, no, have we been missing emails for over 4 weeks now, YES. As a company we have proof from clients that have emailed my personal facebook account to copy and paste the bounce they got back when trying to send me documents for things, yes some are for court cases. We are not lawyers, but being in Canada and dealing with labour relations, we do not need to be. Just the same we lost a few clients and had clients think we are a mickey mouse company due to the bounced emails. HOWEVER, an action law case is going to get you???? LAWYERS BILLS, is it really worth it?? This is what sets Canada different from the USA, we do not sue everyone and anyone just for giving us a hot cup of coffee, or something silly like that. What we do instead it take the positive out of this. Homestead is loosing a lot of clients, this is going to hit them in the bank account, big time. There are things regarding the blacklists that are not Homestead's fault. they are doing all that they can. So when I was offered the choice of going to a sister company that has servers up and running and servicing others to be told it may take 6 hours or longer to transfer only one domain and the emails....my thoughts are...hhhmmmm so 6 hours and that is if everything goes smooth as silk. That is for ONE domain.....and the others? So, I have had issues going on for 4 weeks now and we have been screening and fielding calls and other advising our clients of the issue and yes we have lost clients as well as employee wages and so on....but to leave now to maybe have something else go wrong does not outweigh the resolution of this issue. It's coming to an end and may have already been resolved. Do you really want to move to another service provider to have the change that something else is going to get lost, or dropped and then you have no emails at all. Does this make sense to move everything at this point. .....after weighing the costs....no it makes no sense at all with respect to moving it. They are also going to take preventative measures, I am sure but can not speak on their behalf, or they know they are going to be a very thin company and headed for the dumps, rather then the respected service providers that they once were. SO, again......if we can remain calm after speaking to someone.....I think people just need to seriously have a look at issues and the costs that are associated with going to another firm. Then again, it is you and not us and we see things a little differently.
Hope this helps some, if not all to realize a law suite will only hurt your own reputation, and more down time.
GOOD LUCK ALL.....
Homestead I hope your staying true to your word.....words can not exclaim the boiling blood in my vains....
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Karen5787

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Twiggy, please don't judge all Americans as people who sue over every little thing. I, for one, have never sued anyone and doubt I ever will. But I do understand why you would think that as there are so many ridiculous lawsuits in this country.. But just as many Americans who think they are ridiculous.

But you make a good point.. Does anyone really want to be tied up in a lawsuit, lawyers, court dates, expense, etc? I think it's more frustration speaking than anything else.
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Drew N, Alum

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Good morning, the mail administrators told us last night that the servers are operating normally. There were still many thousands of email to be handled and it would take a few hours to clear the back log. Please let me know if you are still experiencing significant delays.

Please make sure on both sending and receiving through the Zimbra interface at http://mail.homesteadmail.com.

Thank you

Drew
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Alvaro0639

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No, it's not working properly.
What is a few hours? 12, 24 48, a week's worth?
A class action suite? Not for me. But once this email trouble settles I will look for other website/email providers and compare.
I must say, Homestead website design is very easy to use, so switching will be a tough decision.
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Drew N, Alum

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No, the backlog should be cleared now. You are still having delays? Sending or receiving or both? Are you using the Zimbra web mail interface when trying? Is there a different issue you are seeing?

We understand the need to always evaluate your services, but you can change the email service and still maintain the website with us, if you like the web service, but find a more suitable option for your email.

Thanks

Drew
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Kathy Wildman

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116 garcinia spams and a few starbucks today .... no it is not working yet. A few orders came in and some communication about orders that have stalled for lack of communication but who knows how many orders were missed?
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Drew N, Alum

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Can you forward me the entire message. I will send you an email to send it to. I am on the phone with most everyone trying to clear it up.

Thanks

Drew
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Drew N, Alum

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When you get a chance can you try to send to the same address that generated the above error? Let us know how it turns out.

Drew
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Kathy Wildman

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I have now used my functioning MSN e-mail account to respond to your request.
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Kathy Wildman

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I also was able to send the letters that bounced with the Homestead account to the same people via the msn,com e-mail and they were not rejected. so it seems to be a homestead blacklist problem.
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Drew N, Alum

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I know it is the same to you, but when we refer to blacklists, there are particulare public blacklists that email providers can subscribe to. We are currently not on those lists. Unfortunately if a company uses a private filter, we can only respond to those as we are made aware of them. AT&T is using a private filter and we need to contact them to resolve. We are in the process.

Drew
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Leslie9726

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Ours is back to normal. Running smooth. Thanks for addressing the issue with new and hopefully better hardware instead of trying to patch the old-which would have probably just broke again.
Question: with the new stuff how long until the homesteadmail IPs drop off the spam blockers like spamcop?
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Drew N, Alum

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I am glad to hear it. As far as I can see we are off the blacklists now, including spamcop. Your domain showed it was on none of the lists. It is possible that individual filters still have us, but we will have to handle those individually if/when they arise.

Thanks

Drew
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John0701

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I did a test email sending to my personal email and it actually came thru! I have never been so happy to have email working again!! I just sent a couple customer service emails so here's to hoping they got delivered. Thanks for (hopefully) finally resolving this problem and here's to better weeks for all of us next week!!
Kristine
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Drew N, Alum

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So happy to hear. We will do everything we can to keep this going now and into the future.

Thanks

Drew
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RW3667066

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Add another to the email fiasco...yay another fail.
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Drew N, Alum

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What is happening to your email?

Drew
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RW3667066

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All addresses linked to my website are set to forward to my personal email address.
I used to get notifications when any mail was received but have not for the last few weeks. I only found out after losing a client by not responding since I had no idea there was a request.
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Drew N, Alum

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I am sorry about the problems. The email servers are all working normally since last night, though there was a backlog of mail last night that took a few hours to clear.

If you are continuing to experience problems, please describe what is happening or not happening. Also, log into your email at http://mail.homesteadmail.com and see if you are able to send and receive from there.

Drew
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Dee Dee0596

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DREW - everything IS NOT working properly, unless this continuing problem is the new normal! . It's Oct. 7 and I still get server errors when trying to send, save draft, even delete. It takes up to 30 seconds for an email to send, and then there is a "slow server do you want to cancel" message. I do see some improvement, but this is not fixed.
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Dee Dee0596

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DREW - When I get the "slow server do you want to cancel" message, it is now showing the email both in the sent box and in the draft box, although I pressed "cancel" when the message came up. Sunday I tried sending one message 4 times, hit cancel on each of the slow server messages, then gave up. The email was sent 4 times and still showed in the draft box. There are still problems.
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Mike F., Alum

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Hi Dee Dee0596,

Can you tell me how you are sending email. Is it through Outlook or another program? If so can you try sending directly through the Hmal web page and see if the slowness and problem syncing to the sent folder still exists? Here's the address for the Hmail web page: https://mail.homesteadmail.com/zimbra/
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RW3667066

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Still no alerts coming through.
The emails do however reach the in boxes. I just have to log into each email address multiple times daily to be sure I am not missing something important.
I have had nothing but disappointment after disappointment between emails, site builder, billing, and merchant services...don't get me started on Control Scan!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
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Drew N, Alum

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I am sorry, it sounds like the email address you forward to, might now be filtering the forward messages. Can you create a new message in Zimbra and send it to that address? I have ocassionally seen gmail filter our automatically forwarded messages vs manually sent messages. I am not sure how they know, but if that is the case, then try making a rule in account to allow your addresses. If it is a server level block by your provider then you might need to contact them to whitelist it.

Thanks

Drew
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Gayle8814

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Just when I thought things were working... and I let a customer know she can email me and does successfully and I reply and it comes back to me as ABUSE. Come on! I've been trying to be patient and tolerant but this is ridiculous.

"Hi. This is the qmail-send program at gproxy4-pub.unifiedlayer.com.
I'm afraid I wasn't able to deliver your message to the following addresses.
This is a permanent error; I've given up. Sorry it didn't work out.

:
Connected to 204.127.217.16 but greeting failed.
Remote host said: 550-69.89.23.24 blocked by ldap:ou=rblmx,dc=att,dc=net
550 Error - Blocked for abuse. See http://att.net/blocks

--- Enclosed are the original headers of the message."

My guess is you need to communicate with ATT and let them know the situation. PLEASE - Not my responsibility.
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Drew N, Alum

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Good morning, Our mail servers have been operating since Friday night and we have been removed from the public blacklists. This appears that AT&T is using their own filter to block your email. We are aware that there may be other providers that are doing this, but we are not able to search the private filters. We will have to work on these as we are made aware of them. In the case of AT&T, I understand that the removal system is not monitored over the weekend. We are doing everything we can to get a live person on the line to help us resolve this issue. If we are unable to do this, then we will get to it tomorrow morning.

If you try sending to the same address a couple of times today, please update us at to if it went or post the return error again.

Thanks

Drew
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Kathy Wildman

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I sent the individual letters with my msn.com e-mail and they did not bounce back. When I sent the original update announcement I bcc'd about 35 addresses in my group contact for Beatles neckties. I only send the page update/new inventory announcement to previous customers in the narrow category and have an unsubscribe option so I do not feel it is spam. It can be a year or more between individual page updates so I do not feel that it is spam to let previous customers get first choice on collector ties.
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Drew N, Alum

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Good morning, We made a change last night that seems to have corrected the sending error to Verizon accounts, but apparently the AT&T system does not update on weekends. We are trying to contact someone at AT&T to help us resolve this.

Drew

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