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