Business newsletter not reaching xtra addresses

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Morozov

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Topic # 242960 21-Nov-2018 15:23

Hey team,

Hoping this is the right sub forum.

We have a small business with a mailing list with Icontact. We have found that those in our database with xtra addresses are not receiving our emails, about 35% of our customers.

Icontact say they can't do anything and Spark don't want to hear it because we aren't there customer. Any advice or insight on what may be the issue here and how we could address it?

The address we send from is a Gmail one.

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Biddle Corp

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Reply # 2131173 21-Nov-2018 15:39

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I've read countless complaints in recent weeks of similar issues.. It seems the SMX email platform is still a disaster.

mattwnz

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Reply # 2131191 21-Nov-2018 16:16

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My client has been having the same problem with mailchimp too where it goes to some xtra addresses but not others. For example I get it in my xtra email account, but they don't receive it in their's, not even in the spam folder.

KiwiSurfer

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Reply # 2131195 21-Nov-2018 16:37

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Morozov: The address we send from is a Gmail one.

May be worth switching to a proper .nz domain which. When I managed my own mail server I was fairly surprised at the amount of spam being delivered from Google's network (largely due to throway @gmail addresses being used for spam) so I dare say mail from Google may be dropped due to reptuation issues.

I do suggest MailChimp if you are able to switch providers. We used them at my previous employer and delivery was flawless across 2,000 mostly NZ-based people across ISPs including Spark. However the comment above suggests this might not be a great solution anymore...

Can you get some of your customers to complain to Spark? As they might listen more to their own customers. Can't see much happening but worth a try.

chevrolux

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Reply # 2131196 21-Nov-2018 16:37

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Yep SMX continue to be dicks about their "spam" filtering. Basically, regardless of doing all the right things like SPF, DKIM etc, if your email looks like it could even mildly be spam they will drop it.

It's just straight up stupidity all so they can claim they filter out 99.9999% (or somthing like that) of spam.

hio77

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Reply # 2131197 21-Nov-2018 16:39

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Hi guys,

This is something front line can assist you with, If you speak to the Business Helpdesk.

If you have already done this, please supply details of the call and I'll feed that back though the relevant folk.

There is no one answer to these as sometimes it's simply the newsletter is extremely spammy looking.. eg, a blank email with a pdf attached..

I won't be able to individually help on these cases - Happy to address the wider issue as feedback though..

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Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

hio77

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Reply # 2131199 21-Nov-2018 16:41

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KiwiSurfer:

Morozov: The address we send from is a Gmail one.

May be worth switching to a proper .nz domain which. When I managed my own mail server I was fairly surprised at the amount of spam being delivered from Google's network (largely due to throway @gmail addresses being used for spam) so I dare say mail from Google may be dropped due to reptuation issues.

Highly likely for this reason, you will be struggling to get support actually..

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

Morozov

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Reply # 2131200 21-Nov-2018 16:43

Thanks for these replies team, I guess somewhat good that we aren't the only ones in this boat maybe haha?

I am keen to migrate to Mailchimp and thought maybe this would be a good time to do so assuming that it would help solve the problem, but maybe not based on the feedback above.

Will follow That VDSL Cat's suggestion though and see if the business helpdesk are more helpful :)

timmmay

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Reply # 2131203 21-Nov-2018 16:57

I wonder if setting up SPF or DKIM will help.

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chevrolux

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Reply # 2131239 21-Nov-2018 18:13

timmmay:
I wonder if setting up SPF or DKIM will help.

Nope!

mattwnz

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Reply # 2131242 21-Nov-2018 18:48

timmmay:

I wonder if setting up SPF or DKIM will help.

My client has this setup , and mailchimps system even confirms it is setup correctly, plus using a .co.nz email address.

freitasm

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Reply # 2131243 21-Nov-2018 18:58

Geekzone uses SPF, DKIM, DMARC and despite having an almost 0% spam rating according to Google Postmaster, we had problems with Xtra email a few months back. You will have to talk to someone in business support to make sure this is looked at.

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Inphinity

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Reply # 2131262 21-Nov-2018 19:41

Is there a particular number to call to talk to the right team? 0800 287 463 is the Business number I found on the website, but it seems as a non-account-holder (we're trying to send TO you...) I've been unable to get assistance through this method. Or is there just a trick to getting past the 'What's your account number or the company name the account is under' bit? :)

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Reply # 2131652 22-Nov-2018 11:12

https://www.geekzone.co.nz/forums.asp?forumid=39&topicid=239616

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

This has been an ongoing issue for quite some time

hio77

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Reply # 2131738 22-Nov-2018 12:18

Inphinity:

Is there a particular number to call to talk to the right team? 0800 287 463 is the Business number I found on the website, but it seems as a non-account-holder (we're trying to send TO you...) I've been unable to get assistance through this method. Or is there just a trick to getting past the 'What's your account number or the company name the account is under' bit? :)

0800 287 463

Faults option.

Any rep there is capable of managing this it just goes through another step before getting to SMX, I'd probably advise your calling about spark Business mail, this will land you with the "core" team who are specifically trained to look after business mail.

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Dairyxox

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Reply # 2131743 22-Nov-2018 12:29

There is an existing thread about this...I cant find it right now.

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