Others not receiving emails.

Email setup and troubleshooting
maggie
Posts: 157
Joined: Tue Dec 16, 2008 5:17 pm
Location: sydney

Others not receiving emails.

Post by maggie » Wed Feb 14, 2018 11:25 am

One of my Exetel email addresses and one Google email are not being received by the recipients. Other Exetel emails are fine and emails from other host companies sent from home are sending and receiving okay. What could be causing this? And what is the fix?

KavindaS
Forum Admin
Posts: 2506
Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: Others not receiving emails.

Post by KavindaS » Wed Feb 14, 2018 11:03 pm

maggie wrote:One of my Exetel email addresses and one Google email are not being received by the recipients. Other Exetel emails are fine and emails from other host companies sent from home are sending and receiving okay. What could be causing this? And what is the fix?
Do you get a bounce back email with a certain error message from the recipient end, when you send an email from the exemail email address?

maggie
Posts: 157
Joined: Tue Dec 16, 2008 5:17 pm
Location: sydney

Re: Others not receiving emails.

Post by maggie » Fri Feb 16, 2018 9:29 pm

Hi KavindaS,
No bounce. No error messages. For all we know the mail has been sent successfully. It was just the fact that there had been no response to so many many emails that we investigated. The emails are ending up in their junk mail folders. All email. All @exemail.com.au all @gmail and other domains end up in junk folder of recipients. Emails is send by my phone are fine as they use data from the telco. I have tried from different computers here at home and they all send to junk folders of recipients. The recipients we have tested with all have hotmail accounts.

HimaJ
Exetel Staff
Posts: 209
Joined: Mon Feb 09, 2015 8:15 pm
Location: Sydney

Re: Others not receiving emails.

Post by HimaJ » Fri Feb 16, 2018 10:23 pm

We could see that you are having several exemail accounts. Can you please specify which exemail address you are referring.

Please inbox me the exemail account and also the gmail account where I can look into the matter urgently.

Exetel apologies for the inconvenience may have caused by this.

maggie
Posts: 157
Joined: Tue Dec 16, 2008 5:17 pm
Location: sydney

Re: Others not receiving emails.

Post by maggie » Sat Feb 17, 2018 8:11 pm

Will do Himaj

maggie
Posts: 157
Joined: Tue Dec 16, 2008 5:17 pm
Location: sydney

Re: Others not receiving emails.

Post by maggie » Sun Feb 18, 2018 8:57 pm

Bump

maggie
Posts: 157
Joined: Tue Dec 16, 2008 5:17 pm
Location: sydney

Re: Others not receiving emails.

Post by maggie » Mon Feb 19, 2018 9:37 am

Bump.

maggie
Posts: 157
Joined: Tue Dec 16, 2008 5:17 pm
Location: sydney

Re: Others not receiving emails.

Post by maggie » Mon Feb 19, 2018 10:09 am

I need to send emails. No one is receiving our emails. Please help. Some thing is causing all our mail to be labelled as junk or spam and they are not. This is causing huge bad feeling with people expecting our emails but not receiving them. I have sent the requested email addresses to Himaj. This affects our Exetel email and our Gmail and other email accounts. Anything we are sending. We need to know what is going on.

KavindaS
Forum Admin
Posts: 2506
Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: Others not receiving emails.

Post by KavindaS » Mon Feb 19, 2018 2:27 pm

maggie wrote:I need to send emails. No one is receiving our emails. Please help. Some thing is causing all our mail to be labelled as junk or spam and they are not. This is causing huge bad feeling with people expecting our emails but not receiving them. I have sent the requested email addresses to Himaj. This affects our Exetel email and our Gmail and other email accounts. Anything we are sending. We need to know what is going on.
I will further check this with Hima of your provided email and get back to you once we have investigated with the system administrators.

maggie
Posts: 157
Joined: Tue Dec 16, 2008 5:17 pm
Location: sydney

Re: Others not receiving emails.

Post by maggie » Mon Feb 19, 2018 3:48 pm

Thanks Kavinda. I also received this today from one of my non exetel email accounts. I was sending to a hotmail email addres:
Unfortunately, messages from [27.121.66.48] weren't sent. Please contact your Internet service provider since part of their network is on our block list (AS3150). You can also refer your provider to http://mail.live.com/mail/troubleshooting.aspx#errors. [BL2NAM02FT013.eop-nam02.prod.protection.outlook.com]

KavindaS
Forum Admin
Posts: 2506
Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: Others not receiving emails.

Post by KavindaS » Mon Feb 19, 2018 3:52 pm

maggie wrote:Thanks Kavinder. I also received this today from one of my non exetel email accounts. I was sending to a hotmail email addres:
Unfortunately, messages from [27.121.66.48] weren't sent. Please contact your Internet service provider since part of their network is on our block list (AS3150). You can also refer your provider to http://mail.live.com/mail/troubleshooting.aspx#errors. [BL2NAM02FT013.eop-nam02.prod.protection.outlook.com]
Did you receive this when you send an email to a hotmail address from your exemail address?

maggie
Posts: 157
Joined: Tue Dec 16, 2008 5:17 pm
Location: sydney

Re: Others not receiving emails.

Post by maggie » Mon Feb 19, 2018 4:02 pm

Yes it was a non exetel email at home on my Exetel NBN. I will send a test email from one of my exetel email addresses to the same address.

maggie
Posts: 157
Joined: Tue Dec 16, 2008 5:17 pm
Location: sydney

Re: Others not receiving emails.

Post by maggie » Mon Feb 19, 2018 8:05 pm

Another bounce. Same addresses.
host hotmail-com.olc.protection.outlook.com [104.47.5.33]
SMTP error from remote mail server after pipelined MAIL FROM:<xxxxx@xxxxxxxxx.xxx.xx> SIZE=3246:
550 5.7.1 Unfortunately, messages from [27.121.66.48] weren't sent. Please contact your Internet service provider since part of their network is on our block list (AS3150). You can also refer your provider to http://mail.live.com/mail/troubleshooting.aspx#errors. [HE1EUR02FT037.eop-EUR02.prod.protection.outlook.com]

KavindaS
Forum Admin
Posts: 2506
Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: Others not receiving emails.

Post by KavindaS » Mon Feb 19, 2018 10:37 pm

maggie wrote:Another bounce. Same addresses.
host hotmail-com.olc.protection.outlook.com [104.47.5.33]
SMTP error from remote mail server after pipelined MAIL FROM:<xxxxx@xxxxxxxxx.xxx.xx> SIZE=3246:
550 5.7.1 Unfortunately, messages from [27.121.66.48] weren't sent. Please contact your Internet service provider since part of their network is on our block list (AS3150). You can also refer your provider to http://mail.live.com/mail/troubleshooting.aspx#errors. [HE1EUR02FT037.eop-EUR02.prod.protection.outlook.com]
We have further investigated this and determined that 27.121.66.48 is not an IP address of Exetel network. Can you provide us the smtp server addresses that you use when getting these errors? Meantime I have further escalated with our system administrator to investigate and we will update you as soon as we receive an update by them. Ticket Ref no is 12645719.

maggie
Posts: 157
Joined: Tue Dec 16, 2008 5:17 pm
Location: sydney

Re: Others not receiving emails.

Post by maggie » Tue Feb 20, 2018 3:05 am

Server name: cp248.ezyreg.com

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