We run a web design company. I was contacted by a couple of my clients that they hadn't received information via email from us, with their websites account information. eg how to log into their website account. These are emails we did send them. They use Xtra, and the emails we sent were sent to their @xtra.co.nz email address, via our domain based email account over xnets smtp server. As I have an xtra email account, I tested sending the account information to my xtra email address, and found that I also didn't receive it. I tested it by sending the email from both my domain based email address, and also from another ...@xtra.co.nz using webmail, and neither were received by my other xtra email account. I therefore logged into their Yahoo/Xtra/bubble/webmail...whatever they call it now, and saw that the email had been incorrectly put into the junkmail folder. Therefore unless my client manually checked the junkmail folder in webmail, they wouldn't have received the email or even known it was there, as junk mail emails don't get delivered over a POP connection.
So I wondered what was causing this. About a year ago a similar thing happened, but in that case ALL the email from my domain based email address was getting put into the Yahoo junk mail folder.Also the emails took a day to arrive. This problem was also widely reported in the media, and was part of the whole Yahoo Xtra Bubble fiasco. At that time I was told by Xnet (my ISP) and Xtra , that it was due to Xnets IPs being blacklisted. I filled in a special Yahoo form and eventually it was fixed. This time I was told to do the same thing. However instead I forwarded Xtra the email I filled in last time with all the answers they needed.
I have been in contact with Telecom about this problem, but they have effectively said that due to the amount of spam they process, they can't stop this from happening. They say that if the client first adds our email as a 'friend contact' in the Yahoo interface, then it won't put our email into the junkmail bin. I don't believe this is an acceptable solution , as most xtra users download their email over a POP connection, and wouldn't even know how to log into Yahoos webmail service. There is also no guarantee that will work. I went through the same argument with Telecom last year, and it is like banging you head against a brick wall, as they have no other solution. I believe in this case, it is going into the junkmail bin due to something to do with the contents that is in the email that I am sending, but unless Yahoo XTra tell me what in it is causing the problem, it is not something I can correct either. I believe XTra just don't have any control over Yahoo, who are doing the filtering, and it is not even hosted in NZ. Is anyone else having the same trouble at the moment sending emails to @xtra.co.nz addresses. I did read recently that Domainz also had the same problem, so they now send out emails as PDFs, due to the content in their emails.
To xtras credit, they do reply quickly to emails, unlike Xnet, who no longer provide email support.