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90 posts

Master Geek


#224191 6-Nov-2017 23:51
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Hi

 

I have a serious problem with Spark email.  I have had a number of emails sent to be that I have not received. 

 

I have a home email address and I own a .co.nz domain.  Emails sent to my domain are redirected to my spark account.  The Spark account is the only email account I have.

 

About once a month, emails sent to me are blocked by Spark.  Usually the sender tries multiple times and all emails are blocked.  The problem I have is that I ususally don't know they have been blocked unless the sender phones me.   

 

Sometimes the sender does get an error message.  An example is:

 

SMTP error from remote mail server after end of data: host mx.xtra.co.nz [210.55.143.33]: 550 5.7.1 Message rejected due to SPF policy

 

There is no obvious reason why Spark chooses to block the emails.    The most recent example was an email sent from a company in Gisborne to me.  They tried sending emails several times before phoning me.  I did not know that their emails had been blocked until they called me.  The missing emails were not in my Spark spam folder. 

 

I now know I am not the only customer with this problem. I sent an order to a company in Auckland (also Spark Xtramail customers).  They didn't receive my first email, and like me, they didn't know it had been blocked.   I didn't know that the email had been blocked either.  It was only when I sent another email to ask if they had actioned the first did either of us realise there was a problem.

 

This is very serious.  I rely on reliable email and to have emails silently blocked by Spark is absolutely unacceptable.

 

I have spent far too much time on the phone to Spark and always get a different response depending on who I get to talk to.  Most of the questions I get are related to Spark webmail, which I rarely ever use.  This problem is not getting fixed.  Now that I know there is another company with the same problem, it is likely that there are others.    If it doesn't get fixed soon I will have to find another service provider.

 

 

 

Dazz

 

 

 

 

 

 


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627 posts

Ultimate Geek


  #1896490 7-Nov-2017 00:04
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Set up an email account using your .co.nz and use that. Microsoft, Google and more others provide affordable email hosting. You've already got your own .co.nz and people are emailing that already so switching will be easy.


1788 posts

Uber Geek

Trusted

  #1896503 7-Nov-2017 05:57
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No need to buy email hosting, in Gmail you can create an alias

 

 

let me know if needing help.

 

 

 

 


 
 
 
 


2047 posts

Uber Geek


  #1897434 8-Nov-2017 11:10
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dazz1:

 

 

 

There is no obvious reason why Spark chooses to block the emails.   

 

 

Yes there is
"Message rejected due to SPF policy"

 

You may get the same issue if you move to another email hosting service




90 posts

Master Geek


  #1897480 8-Nov-2017 12:11
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Hi

 

What I meant is that I can't predict which emails will be blocked.  The policy appears to choose emails randomly.  None of the blocked emails that I am aware of come from a source that could be considered a spammer that might reasonably trigger the policy.

 

 

 

Dazz


1951 posts

Uber Geek

Subscriber

  #1897481 8-Nov-2017 12:15
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dazz1:

 

Hi

 

What I meant is that I can't predict which emails will be blocked.  The policy appears to choose emails randomly.  None of the blocked emails that I am aware of come from a source that could be considered a spammer that might reasonably trigger the policy.

 

 

 

Dazz

 

 

 

 

They could be. i.e. often send out mail to those signed up to their mailing lists and some plonker then decides to report as spam instead of unsubscribing. 

 

I have an issue where notification emails generated from a piece of security equipment go into my junk folders (because im deleting them from my inbox as 'unread', given all I need to know is in the subject line). 

 

 

 

 


15802 posts

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  #1897528 8-Nov-2017 13:04
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The SPF error means the sender doesn't have the SPF records set up, or not set up properly.

 

Best solution is to use gmail or a dedicated email host. ISPs are good at providing connectivity, but are generally poor at providing services on top of it. Google, Microsoft, FastMail, etc, are all better at it. Don't bother with hosting your own email on a shared host, that's probably less reliable due to spam issues and a similar lack of knowledge / attention by shared hosting providers. I run a VPS with a dedicated IP, but I use Fastmail for my email, much much easier that way.




90 posts

Master Geek


  #1897547 8-Nov-2017 13:26
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Hi

 

Found this info for Xtra setting up SPF

 

On all the calls I made to Spark, no mention was made that I needed to do this.

 

 

 

Dazz


 
 
 
 


2553 posts

Uber Geek


  #1897556 8-Nov-2017 13:50
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dazz1:

 

Hi

 

Found this info for Xtra setting up SPF

 

On all the calls I made to Spark, no mention was made that I needed to do this.

 

 

 

Dazz

 

 

 

 

The SPF policy is managed by the sending domain, not the recipient.




90 posts

Master Geek


  #1897566 8-Nov-2017 14:08
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Hi

 

I know of at least one instance where I sent an email from my domain that wasn't received so it is something I need to look at. 

 

Dazz


2047 posts

Uber Geek


  #1898202 9-Nov-2017 11:49
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dazz1:

 

Emails sent to my domain are redirected to my spark account.  The Spark account is the only email account I have.

 

 

re-reading your question..
is the 'spark a/c' xtra.co.nz adress ?
Is it ONLY redirected emails being blocked ?

 

It could be the re-direction causing the issues , if its random & not the same few senders.

Or, check the senders domain names of the emails being blocked . They may actually have issues triggering spam filter blocks
https://mxtoolbox.com/spf.aspx
https://mxtoolbox.com/ReverseLookup.aspx

 

or, try re-directing to another email provider . eg gmail.

 

 




90 posts

Master Geek


  #1898228 9-Nov-2017 12:17
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Hi

 

I am going to setup a new gmail account and direct everything to that.

 

I don't want to giveup my xtra account because so many site ID/passwords rely on it.

 

 

 

Dazz


1444 posts

Uber Geek


  #1898261 9-Nov-2017 12:31
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As above the Xtra Mail system does not like receiving incoming mail from forwarding aliases at all, use a different destination email system such as Gmail.

1951 posts

Uber Geek

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  #1898262 9-Nov-2017 12:32
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dazz1:

Hi


I am going to setup a new gmail account and direct everything to that.


I don't want to giveup my xtra account because so many site ID/passwords rely on it.


 


Dazz



Trust "us" all;
Set up a spreadsheet with all your services that use the xtra email and then slowly go about updating the email addresses for each. It will take you ages but best to start now.




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