Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.




9 posts

Wannabe Geek


Topic # 242960 21-Nov-2018 15:23
Send private message quote this post

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.

View this topic in a long page with up to 500 replies per page Create new topic
 1 | 2
27285 posts

Uber Geek
+1 received by user: 6717

Moderator
Trusted
Biddle Corp
Lifetime subscriber

  Reply # 2131173 21-Nov-2018 15:39
2 people support this post
Send private message quote this post

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

 

 


14450 posts

Uber Geek
+1 received by user: 1899


  Reply # 2131191 21-Nov-2018 16:16
One person supports this post
Send private message quote this post

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. 


 
 
 
 


423 posts

Ultimate Geek
+1 received by user: 125


  Reply # 2131195 21-Nov-2018 16:37
2 people support this post
Send private message quote this post

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.


3685 posts

Uber Geek
+1 received by user: 1392

Subscriber

  Reply # 2131196 21-Nov-2018 16:37
2 people support this post
Send private message quote this post

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.


'That VDSL Cat'
9077 posts

Uber Geek
+1 received by user: 1993

Trusted
Spark
Subscriber

  Reply # 2131197 21-Nov-2018 16:39
One person supports this post
Send private message quote this post

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..





#include <std_disclaimer>

 

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


'That VDSL Cat'
9077 posts

Uber Geek
+1 received by user: 1993

Trusted
Spark
Subscriber

  Reply # 2131199 21-Nov-2018 16:41
One person supports this post
Send private message quote this post

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.




9 posts

Wannabe Geek


  Reply # 2131200 21-Nov-2018 16:43
Send private message quote this post

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 :)


14289 posts

Uber Geek
+1 received by user: 2590

Trusted
Subscriber

  Reply # 2131203 21-Nov-2018 16:57
Send private message quote this post

I wonder if setting up SPF or DKIM will help.





AWS Certified Solution Architect Professional, Sysop Administrator Associate, and Developer Associate
TOGAF certified enterprise architect
Professional photographer


3685 posts

Uber Geek
+1 received by user: 1392

Subscriber

  Reply # 2131239 21-Nov-2018 18:13
Send private message quote this post

timmmay:

I wonder if setting up SPF or DKIM will help.



Nope!

14450 posts

Uber Geek
+1 received by user: 1899


  Reply # 2131242 21-Nov-2018 18:48
Send private message quote this post

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.


BDFL - Memuneh
61810 posts

Uber Geek
+1 received by user: 12458

Administrator
Trusted
Geekzone
Lifetime subscriber

  Reply # 2131243 21-Nov-2018 18:58
Send private message quote this post

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.





2527 posts

Uber Geek
+1 received by user: 939

Subscriber

  Reply # 2131262 21-Nov-2018 19:41
Send private message quote this post

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? :)





Windows 7 x64 // i5-3570K // 16GB DDR3-1600 // GTX660Ti 2GB // Samsung 830 120GB SSD // OCZ Agility4 120GB SSD // Samsung U28D590D @ 3840x2160 & Asus PB278Q @ 2560x1440
Samsung Galaxy S5 SM-G900I w/Spark

1597 posts

Uber Geek
+1 received by user: 369


'That VDSL Cat'
9077 posts

Uber Geek
+1 received by user: 1993

Trusted
Spark
Subscriber

  Reply # 2131738 22-Nov-2018 12:18
Send private message quote this post

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.





#include <std_disclaimer>

 

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


1433 posts

Uber Geek
+1 received by user: 375


  Reply # 2131743 22-Nov-2018 12:29
Send private message quote this post

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

 1 | 2
View this topic in a long page with up to 500 replies per page Create new topic



Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.


Geekzone Live »

Our community of supporters help make Geekzone possible. Click the button below to join them.

Support Geezone on PressPatron



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.