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Please contact your Internet service provider since part of their network is on our block list

Paul McWilliam 2 weeks ago updated 2 weeks ago 4 1 duplicate

For about a month now, my (sent) emails have been sporadically either going into peoples spam/junk folders or getting 'Bounced Back'. At this moment in time we are very reliant on email for our business and after three 'Support chats' I have ended up going round in circles with either 'we are working on a fix' or it's 'yahoo/hotmail/outlook/sky blocking and there is nothing that can be done'.

Has anybody else been having similar problems?

If so what has happened to fix this, or is there a soution?

Answer

Answer
Answered

Hi Paul, there's no easy answer when it comes to email administration, but I have some suggestions that will hopefully help you out. 

First, make sure you have SPF records set up in the DNS Editor. They should be enabled automatically, but it's a good idea to double check. 

Also, make sure you have a strong DMARC record in place-- either set to 'reject' or 'quarantine'. A lot of filtering software uses a lack of DMARC (or a 'no action' DMARC) as indicative of lax security and penalizes incoming messages.

Lastly, if you're having trouble sending out to Google, look into something like Postmaster Tools, which can help you find out why Gmail in particular is rejecting certain messages. Hope that helps!

Duplicates 1

Hi, I've already had three 'support chats' and included the bounced back email reports, no help was forth coming other than general 'wait and see' or 'we are working on a solution to an ongoing problem'. So far we are not very impressed with InmotionHosting and are seriously considering moving to another Hosting company.

Here is a sample 'Bounceback' errror message.

Your message was rejected by mx.tb.ukmail.iss.as9143.net for the following reason:
5.2.0 MXIN603 DMARC validation failed. ;id=cWi4jfbfNNnficWi4jHYaY;sid=cWi4jfbfNNnfi;mta=mx6.tb;dt=2020-05-23T18:09:22+02:00;ipsrc=213.120.69.16;

Hello Paul,


Apologies for the continued issues with your emails going into spam/junk folders.  Unfortunately, depending on the filters that are used with mail providers (such as Google), having the DMARC and SPF records setup doesn't always guarantee that your emails will NOT be filtered.  This may be due to content or other factors.  InMotion does provide full and reliable email service, but we cannot always determine what's causing emails to be filtered without a close look into the situation.  If you are sending out business (marketing) emails then they should comply with the CAN SPAM act or you may continue to have problems with your outgoing emails.  If you are sending personal emails and emails are being filtered, then we would need to see an example of the issue. I would highly recommend that you submit a ticket request to our live technical support team.  Chat support and phone support typically try to resolve issues as soon as possible.  However, issues that require a more thorough look should be submitted through a ticket.  The Support Center website personnel will not have direct access to your server account to conduct the in depth research that this issue needs.  When you do submit the ticket, I would recommend you send an example email that is bouncing and describe when you have sent the email (they can find find it in the logs) and determine (on our end) if the email was successfully delivered.  They can also look at the content of the email to look for issues that may cause it to be flagged.

If you have any further questions or comments, please let us know.


Kindest Regards,

Arnel C.

Hi Ronnie, thanks for your answer.

I've set up DMARC and updated the SPF. I've got to say the SPF page is very, very technical. I'm good with computers but don't like messing around with serious stuff at the server level. I guess we will have to wait and see if it changes anything.

We've been sending out emails to clients in CC'd groups of 10 and random ones get bounced back with the message contact your ISP part of their network is on our block list. I've even changed our SMTP to my personal BT servers (hoping that would cure it) but still get the same.We are very disappointed Inmotion have not really helped after three 'support chats'.

We really need a 100% reliable email service.

Answer
Answered

Hi Paul, there's no easy answer when it comes to email administration, but I have some suggestions that will hopefully help you out. 

First, make sure you have SPF records set up in the DNS Editor. They should be enabled automatically, but it's a good idea to double check. 

Also, make sure you have a strong DMARC record in place-- either set to 'reject' or 'quarantine'. A lot of filtering software uses a lack of DMARC (or a 'no action' DMARC) as indicative of lax security and penalizes incoming messages.

Lastly, if you're having trouble sending out to Google, look into something like Postmaster Tools, which can help you find out why Gmail in particular is rejecting certain messages. Hope that helps!