Emails received as spam - Spark Customer only

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TheoM

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#2100985 3-Oct-2018 19:02

This is interesting. I've just attempted to send myself an email (G Suite -> Xtra Mail) and... wouldn't you believe it? Blocked as spam. *sigh* Either too little or too much filtering. What's worse is that the message contains only "Testing 123. If you can see this, Spark isn't blocking your own mail", so there's exactly 0 chance it should be detected as spam. Oh well. Time to get the parents (and grandparents) to stop using Spark's own email.

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richms

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#2101028 3-Oct-2018 20:38

You have to put the blame with the people using sparks email service as they are sparks customers. Luckily not seeing too many of these failures at work and when I have called the people they say yeah they know about it and some are looking (finally) to getting a proper email system rather than use their free ISP one to get invoices sent to.

Richard rich.ms

mail2mm

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#2101419 4-Oct-2018 11:11

After some twenty years of using Telecom NZ now Spark email services it is time to bite the bullet and drop my xtra.co.nz email address. I also use gmail and email on my own domain hosted by GoDaddy. I have been gradually moving my email contacts from xtra to my own domain for sometime now as the Spark provided service was frustrating, unpredictable and unreliable.

What brought me to my senses so to speak is that I have confirmed that emails to my xtra account from Ports of Auckland (@poal.co.nz) and Heritage New Zealand, formerly NZ Historic Places Trust, (@heritage.org.nz) are being bounced back as possible spam. What? Spark has protected me from classic spammers POAL and Heritage NZ!

The worst part is that those using xtra email service are unlikely to know what messages they did not receive because of the overzealous Spark spam filtering.

1101

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#2101439 4-Oct-2018 11:39

bonkas:

Where can we go from here?

perhaps

https://www.tdr.org.nz/making-a-complaint/types-of-disputes-covered

richms:

You have to put the blame with the people using sparks email service as they are sparks customers.

Trying to tell clients/customers there is nothing that can be done can only come across as passing the buck or giving up.
This ongoing mess wont be resolved untill people start en masse leaving Spark completely

Spark dont really give a rats arse about the free xtra email.
We are talking YEARS of serious ongoing issues .

bonkas

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#2103584 8-Oct-2018 22:35

I put through a submission at the tdr but received no confirmation that it was submitted, had anyone submitted a dispute there and know what happened afterwards?

bleater

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#2113252 24-Oct-2018 15:29

Hit the same problem today for the first time. Sending from a third-party email provider to an @xtra.co.nz email address:

<REDACTED@xtra.co.nz>: host mx.xtra.co.nz[210.55.143.33] said: 550 5.7.1 Message
rejected due to SPF policy (in reply to end of DATA command)
Reporting-MTA: dns; omr.mail.isx.net.nz
X-Postfix-Queue-ID: DE41EAE55AB
X-Postfix-Sender: rfc822; REDACTED
Arrival-Date: Tue, 23 Oct 2018 14:59:02 +1300 (NZDT)

this is with a perfectly well-configured SPF record for our domain.

The odd thing here is that it looks like omr.mail.isx.net.nz is trying to forward the email to mx.xtra.co.nz on my behalf, and then mx.xtra.co.nz is rejecting it as not being in my SPF list. This is bad config: SPF can only be applied to the connection to the first MTA, not connections from relays.

I've contacted the recipient out-of-band, but if I was an xtra customer, I'd be pissed off that legitimate email is not reaching me.

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martyyn

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#2122182 8-Nov-2018 14:06

Anyone had any luck with this ?

A client of mine recently said their emails appeared to be working to @xtra accounts a couple of weeks ago. But today she says it's back to rejecting them as spam again.

Her clients are personal addresses rather than businesses so convincing them to move from @xtra is not going to happen.

bonkas

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#2124609 13-Nov-2018 09:40

Im on my 3rd case logged with Spark after they have closed all previous for no reason.

Still asking for the same information over and over, even information I have mentioned I cannot provide (copies of the sent message, this is sent from a software package which does not keep sent mail so I sent a message to myself and forwarded to spark and they are complaining it was not from the original sending address doh.... even though the sending address does not seem to matter)

This has been going on now for 6+ months and still no resolution. I put a complaint through the tele complaints authority - Had no response. Put a complaint through the Spark webpage twice - No Response.

I really am at a loss now of what to do.

Oblivian

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#2124778 13-Nov-2018 14:49

Somehwat timely..

https://www.nzherald.co.nz/business/news/article.cfm?c_id=3&objectid=12158635

I've not had any unflagged spam in my box for ages. Which I guess is good, but the acct I have forwarding to gmail is throwing failed read receipts rejected by what appears to be the OUTGOING xtra server forwarding flagged as spam like above 5.7.1. Which is funny.

1101

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#2125495 14-Nov-2018 11:33

From the link above

"Spark has 720,000 Xtra Mail customers."
Why not charge some nominal amount, say $5 per month , pay to have it hosted elsewhere , with a better service level.
Those who dont want to pay $5 , they could go to gmail.

Or Spark should admit free email is a service Spark cant be bothered with (years of ongoing issues) , and recommend everyone go to Gmail , as Vodafone did.

Theres also the ongoing issue of yahoo blocking xtra emails .

Delphinus

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#2720896 8-Jun-2021 20:32

Today we started getting everything sent to @xtra.co.nz addresses blocked with:

smtp;554 5.7.1 Connection from 104.245.209.196 rejected due to an RBL match

Looks like it might be related with Spamhaus issue today (that has been resolved but xtra haven't caught up).

https://status.postmarkapp.com/incidents/161551

Have submitted examples to Spark support so will see what happens.

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mattwnz

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#2721005 9-Jun-2021 00:25

RBL means realtime blacklist. You should check MXtoolbox to see it if is listed on any of the other blacklists. Often it will be listed on more than just one.

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