Who to contact @ Xtra if an IP is blocked

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networkn

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#178978 21-Aug-2015 11:37

Hi.

We have a customer (Voyager is their ISP) who when they try and send email to a domain hosted by XTRA/Spark get a 421 code from Sparks Servers Immediately and repeatedly.

Customer is on no known blacklists.

Unsure who to contact, obviously I'm guessing business helpdesk isn't likely to know or be able to help as it's not their customer.

Does Xtra have a helpdesk for this stuff?

quickymart

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#1371514 21-Aug-2015 12:13

Maybe 0800287463 ?

networkn

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#1371524 21-Aug-2015 12:28

As I expected, calling them resulted in them telling us without a customer number or account number they couldn't help.

clinty

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#1371578 21-Aug-2015 13:23

Years ago (2011) I used the email

security@xtra.co.nz

For this sort of thing. It may or may not still work

Clint

mattwnz

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#1371581 21-Aug-2015 13:27

How is it blocked? If it is blocked on a blacklist, then wouldn't it be the IP's owners responsibility to contact the relevant blacklist. Usually these blacklists have a way to automatically get yourself removed. I am having the reverse proble at the moment, where Xtras IP is blacklisted by a NZ email provider, and getting the blacklist removed seem to be impossible, as it keeps getting reblacklisted.

networkn

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#1371583 21-Aug-2015 13:29

mattwnz: How is it blocked? If it is blocked on a blacklist, then wouldn't it be the IP's owners responsibility to contact the relevant blacklist. Usually these blacklists have a way to automatically get yourself removed. I am having the reverse proble at the moment, where Xtras IP is blacklisted by a NZ email provider, and getting the blacklist removed seem to be impossible, as it keeps getting reblacklisted.

The only provider they are having any issue with is Xtra, we have checked all the blacklists are they are not on any. Mail server config is ok.

mattwnz

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#1371620 21-Aug-2015 14:15

networkn:
mattwnz: How is it blocked? If it is blocked on a blacklist, then wouldn't it be the IP's owners responsibility to contact the relevant blacklist. Usually these blacklists have a way to automatically get yourself removed. I am having the reverse proble at the moment, where Xtras IP is blacklisted by a NZ email provider, and getting the blacklist removed seem to be impossible, as it keeps getting reblacklisted.

The only provider they are having any issue with is Xtra, we have checked all the blacklists are they are not on any. Mail server config is ok.

I get this same type of problem with hotmail. The IP isn't on any blacklists according to MXtoolbox, yet hotmail will block the email, and hotmail have no way to get off the blacklisting as they appear use their own inhouse system, which you can't contact either. The whole system really does suck. Really there is no choice but to send via another smtp server when that happens.