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1423 posts

Uber Geek
Inactive user

#229001 2-Feb-2018 18:09
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We are having issues with SMX black listing clients emails. The client goes to log in via pop / thunderbird and is told they are black listed. Opening the web mail just ends up with a churning icon - no progress.


Called SMX. It seems the client was supposedly sending spam. Banned the clients address and IP .Checked the clients laptop, email apps, phones, etc - very little outgoing mail - none spam. All legitimate work / business / compliance type emails.


Called SMX - got access to the webmail - checked the server, no spam in the sent box. Very little email in the sent box.


SMX banned them again.


They claim t is possibly because an outside person is pretending to be my client - and spoofing their email address allowing spam from an outside source to get to xtra email clients, who then black list the email address and then get my client banned.




1 - SMX are suposed to deliver less than 2 spam emails per 100k but seem to be delivering many on behalf of the spoofing spammer.


2 - SMX have missed all reasonable deadlines for resolution - there seems to be no escalation process nad the call backs promised have not happened.


3 - Any reasonable ISP / mail provider would say that sending mail as should happen from servers, at worst possibly other Nz servers so it can be prosecuted but not over seas. it should be blocked as spam.




Anyone know any way to get this moving it is costing my client time, stress and money.









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1014 posts

Uber Geek
Inactive user

  #1950897 2-Feb-2018 20:35
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Seems pretty unprofessional. Banning by IP isn't even effective.


There was a a time when you could only send or receive email from your mailbox if you were actually connected to the internet through Xtra which was no use when you were at a client's place of business. It was a real pain in the backside and what drove me to Gmail in the first instance.

71 posts

Master Geek

  #1950899 2-Feb-2018 20:37
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I too have problems with SMX - unfortunately they seem to provide filtering for mail marshal :(




I had my own personal domain (with 3 active address's) blocked - apparently sending a lot of newsletters (according to SMX support).  When I asked for more information, well, that was 3 weeks ago and I still haven't heard anything.




It seems to me, the guy answering the support tickets is more of a sales guy than an IT guy.  Knows some words to use, but doesn't know what he's talking about :(


16186 posts

Uber Geek

  #1950976 2-Feb-2018 23:59
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I have clients too that are getting blocked by Xtras mail server. I wastes so much of my time, but it was just as bad when they were using Yahoo, if not worse.

436 posts

Ultimate Geek
Inactive user

  #1952734 7-Feb-2018 02:18
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Checked the clients laptop, email apps, phones, etc - very little outgoing mail - none spam. All legitimate work / business / compliance type emails.


Called SMX - got access to the webmail - checked the server, no spam in the sent box. Very little email in the sent box.





How are you checking the outgoing mail on the laptop/phones? 

2080 posts

Uber Geek

  #1952849 7-Feb-2018 11:36
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Their xtra email login might be  compromised
Change the password


If they had/have Out of Office setup, they may be autoreplying to spam :autoreplying to spoofed email adresses , that could possibly get them blacklisted

See if you can find out the IP the Spams were coming from .


I guess, being free, Spark will be paying the least possible for this service .
That may be the reason SMX arnt putting much effort into this.


Setup to send via another provider may be a workaround.
Or Get a professional level email system, forward xtra emails to that new email setup. It may just be time to start to move on.

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