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Topic # 119674 10-Jun-2013 09:53
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Have several clients who use vodafone and are getting their emails returned to sender, saying they are listed on RBLs as per below

JunkMail rejected - mailfilter31.ihug.co.nz [203.109.136.31] is in a RBL

Checked the IP and it is because vodafones/ ihugs mailserver IP they are sending from is blaklisted as shown at 

http://mxtoolbox.com/SuperTool.aspx?action=blacklist%3a203.109.136.31&run=toolpage

They are phoned vodafone support, but they say it isn't their problem. But it clearly is, as vodafone are responsible to for fixing this problem with their IPs getting blacklisted and getting them removed. Who can my clients contact at vodafone to get this fixed, as the normal support line isn't any help?

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  Reply # 833407 10-Jun-2013 10:05
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It's blacklisted outside of our network,

We are already following up with them but we just can't click our fingers and they remove it. You know why this happens and end users need to be taking better care of the security on their PCs so they don't end up with malware sending out SPAM

John




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  Reply # 833410 10-Jun-2013 10:13
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My problem is your staff tell my clients that they problem isn't with them, when it clearly is, and wastes my time trying to get it resolved.  If they had been aware of the problem, then they should have told them that is was being worked on, rather than deny the problem is with them. I had two clients who were both told it wasn't a vodafone problem, but only vodafone can get their IPs removed. Is there a contact at vodafone you can PM me that I can give my cleints when this problem occurs, so they don't get stonewalled by your phone helpdesk? It has also been going on since last week when my client first informed me of the problem,

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  Reply # 833414 10-Jun-2013 10:20
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It's difficult for every single front line staff member to know 100% of what is going on, They get a lot of coms / emails all the time, it's a very a difficult job with and they can end up with information overload,

And look at it from this side they are semi correct it's not blacklisted in our network and we have very little control over it

John

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  Reply # 833415 10-Jun-2013 10:24
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We also have controls in place for email accounts that send SPAM but nothing is bullet proof maybe your clients need to look at another SMTP option



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  Reply # 833418 10-Jun-2013 10:24
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They aren't partly correct, because they were told that the IP had been blacklisted on RBLs, nothing to do with blacklisted on their network. And who should they contact when this sort of problem occurs? Do you have the problem on your status page, as it affects people sending emails to anyone from vodafone smtp servers.

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  Reply # 833436 10-Jun-2013 10:51
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Vodafone are the only ones who can get the server off the blacklist, therefore it's Vodafone's problem.

Businesses probably shouldn't be using ISP provided email addresses, and if they're using a professional hosting service Vodafone should keep them separate from residential and be more proactive.

Quick fix: move your customers to AuthSMTP.com as their email delivery agent. I've been using them for a few years, they work very well, and since it's a specialist firm they're very good at keep the servers out of blacklists and everything running well. I stay out of spam folders more too. I'm not associated, just a happy customers.




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  Reply # 833442 10-Jun-2013 11:15
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Thanks, totally agree with all that. The main problem is getting through to someone who actually knows what they are talking about, rather than having to post it here. Their frontline staff on the phone don't seem to be too knowledgable about these types of things, and they certainly shouldn't have said that it was nothing to do with them...and twice. 

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  Reply # 833444 10-Jun-2013 11:17
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In some ways you have to understand that if call centre staff could understand and correctly answer every question asked of them they'd probably be a $100K engineer, not working in a call centre.




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  Reply # 833445 10-Jun-2013 11:22
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timmmay: In some ways you have to understand that if call centre staff could understand and correctly answer every question asked of them they'd probably be a $100K engineer, not working in a call centre.


true:)

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  Reply # 833446 10-Jun-2013 11:22
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good point however a call center should try and find out if they aren't sure.




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  Reply # 833448 10-Jun-2013 11:26
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Matt rest assured it's with the correct technology team that are working on it,



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  Reply # 833515 10-Jun-2013 13:21
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Thanks, but can you please post the problem on your network status page. It solves a lot of time for us and your staff too if it shown, and I can then show my clients that is it s known problem and you are working on it. Otherwise  they will probably wonder why it isn't shown on the vodafone website and why the helpdesk staff aren't aware of it.

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  Reply # 833593 10-Jun-2013 14:56
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Our engineers are working to resolve this now. Over 95% of email is spam which we (and all ISPs) constantly battle with. We work constructively with customers who may be impacted by viruses or other malware to prevent them and our network ending up on blacklists as best we can.




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  Reply # 833595 10-Jun-2013 15:05
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VodafoneDylan: Our engineers are working to resolve this now. Over 95% of email is spam which we (and all ISPs) constantly battle with. We work constructively with customers who may be impacted by viruses or other malware to prevent them and our network ending up on blacklists as best we can.



Understand that all, as do we. However please refer to the above, regarding why it isn't listed on your network status page. Really the problem I have is the communciation and lack of knowledge over this with your front line support people, as it isn't shown as a problem on your status page. My clients were provided with incorrect information, that blamed us for the problem.
I appreciate these problems can occur from time to time, but it is all about communicating these problems to the end users, and so they don't get stone walled and frustrated.

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  Reply # 833597 10-Jun-2013 15:09
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Would this simply be a case of switch the mail server IP till it is fixed?

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