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Topic # 150006 8-Jul-2014 11:42
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Just received:


From today, Telecom will be contacting a group of email customers who will be affected by a change to its Xtra email service taking place at the end of September this year.

Telecom spokeswoman Gemma Croombs said that on 30 September Telecom will be retiring its now outdated SMTP email server. This server uses old technology, and is not able to be updated with the range of security enhancements Telecom is rolling out to ensure that the security of its email service is in line with the world’s best.

“Customers whose email travels through the SMTP server will need to manually change their outgoing mail settings before it is retired. For most people, we expect this will be a simple setting change, and should take less than 5 minutes. After they’ve made the change, their email will still work the same – it will just go through a more up-to-date server,” said Ms Croombs.

This week Telecom will begin making direct contact with those customers who are still using the old SMTP settings, to help them through making the change.
“Every single customer who is affected by this change will receive either an email or a phone call from us. If they don’t hear from us, then they are not affected, and they don’t need to do anything,” Ms Croombs said.

Information on how to make the change is on Telecom’s website at www.telecom.co.nz/smtp and customers can also call a dedicated Telecom team on 0800 665 885.

Ms Croombs said that only a minority of Telecom’s email customers were affected by this change – less than 15% of the total email base.

She acknowledged that customers were often nervous receiving a call from someone advising them to change their email settings, and so she offered clear guidelines on how to judge whether a call or an email from someone claiming to be from Telecom was legitimate.

“Our customer service staff will only be talking you through instructions on how to change your email settings. They will not be asking you for your password, for your bank account or credit card details, or for any personal details. We also won’t be asking you to click on any links, to visit any website other than telecom.co.nz, or to download any files.”

Ms Croombs emphasised that customers needed to continue to be vigilant about detecting phone and email scams. If they are in any doubt, they should compare the instructions from the person who has called them or in an email to the instructions on the Telecom website about the setting change, at www.telecom.co.nz/smtp






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  Reply # 1084021 8-Jul-2014 11:55
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good luck!  Telecom don't have the best track record for making changes to their email systems.  

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  Reply # 1084037 8-Jul-2014 12:10
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Presumably this is smtp.xtra.co.nz though I can't see that actually noted in the above or on the web site.

For different reasons we still have clients using this for scan-to-email from photocopiers, so will put a plan in place.  I'll be interested to see whether we or the relevant clients are are contacted about this.




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  Reply # 1084045 8-Jul-2014 12:19
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This is for Telecom Business Hub hosted domains by the looks. I think they are using officemail.co.nz servers currently? Could be wrong. Haven't had any customers using the Telecom Business hosting in years.



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  Reply # 1084073 8-Jul-2014 13:05
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BigHammer: This is for Telecom Business Hub hosted domains by the looks. I think they are using officemail.co.nz servers currently? Could be wrong. Haven't had any customers using the Telecom Business hosting in years.


This for both business and consumer customers, according to a Telecom person I just contacted.





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  Reply # 1084078 8-Jul-2014 13:10
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freitasm could you please ask your contact for detailed confirmation which FQDN's will be affected by this?  For those of us with email enabled appliances like DVRs or scan-to-SMTP devices deployed all over the countryside, I have my doubts that the end-user contact attempt would go smoothly.

edit - proofreading




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  Reply # 1084093 8-Jul-2014 13:46
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Agreed more details would be ideal. 


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  Reply # 1084101 8-Jul-2014 14:12
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Why can't they just alter DNS so customers use the new server automatically?




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  Reply # 1084103 8-Jul-2014 14:14
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timmmay: Why can't they just alter DNS so customers use the new server automatically?


I presume because other options like TLS/SSL and port numbers need to be configured.


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  Reply # 1084104 8-Jul-2014 14:14
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because you need to change the ports to SSL anyway so DNS is only half the problem




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  Reply # 1084418 8-Jul-2014 21:05
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Round of applause for telecom for this change IMO...




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  Reply # 1084554 9-Jul-2014 09:13
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Dynamic: freitasm could you please ask your contact for detailed confirmation which FQDN's will be affected by this?  


The affectted FQDN is smtp.xtra.co.nz.




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  Reply # 1084555 9-Jul-2014 09:14
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Thank you Mauricio




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  Reply # 1084612 9-Jul-2014 11:09
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Just spoke to a client (home based business) who had an unintelligible voicemail left by someone from Telecom with something to do about email.  I've asked them to let me know if there is any further communication.




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  Reply # 1088468 14-Jul-2014 12:28
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Received a bunch of emails this morning from addresses that send out through smtp.xtra.co.nz. We're using a smart host setup, so it's an easy fix. Not looking forward to the customers coming in saying 'my email isn't working!', however.




 


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  Reply # 1088852 14-Jul-2014 20:09
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In the emails they're sending to those using the current SMTP Server from custom domains:

OPTION 2: Use your FREE xtra.co.nz email address.
All Telecom broadband customers have a FREE xtra.co.nz email address. You can sign up or activate yours now at telecom.co.nz/email

All kinds of wrong.

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