Email Blocked rbl issue - Page 2

jamesdaunt · ‎21-11-2012

We have been unable to send emails for 5 days after sending out a newsletter to 2500 of our subscribers (we are a bookshop)

error message is 554 mail from 217.36.230.188 refused see rbl server rbl.btinternet.com. We can recieve ok. two days of hours on hold produced promises of ringbacks and no help - we were told on day 2 that the first two fault reports were closed because we didn't leave contact details - absolutely untrue, and in fact on both days my call was cut off. Finally a chap on live chat logged the fault, and explained that our static ip address had been blocked - it shouldn't have been. and promised we'd get a call this morning (we haven't.)

We suspect BT are not going to fix this fault and will need to move all our shops(7) to a different broadband provider, but can anyone else offer any help as we cannot continue without being able to send emails.

Furness · ‎23-11-2012

Following no help from the chat line yesterday and as per my previous posting I did phone the help line.

The agent treated the problem as a domestic, single email account issue, wanting to establish a remote connection to my PC to check email settings. How that was going to get him onto our server's Exchange settings I've no idea. It's supposed to be business support, why treat it otherwise?

The agent had no knowledge of Exchange email and had to escalate the issue to the secondline team. A callback within an hour was promised which didn't materialise. Tracking faults against our account on the BT website this morning the fault report has been closed. Why? The fault is still present, I've spoken to no one of any help, how did they decide the fault should be closed?

As per the OP I had seen reference that the blacklisting should clear after 24 hours. It's now well over 24 hours and we still can't send any email. I guess I'm also back to the beginning and will have to report the problem again.

PatrickNagle · ‎23-11-2012

As said previously, we had exactly the same problem as you which was "cured" at about 12:00 yesterday. I had a phone call from BT today to say they had fixed it.

I asked them what they had done and she said they had removed our IP address from the blacklist. Well ... how long does that take? A couple of minutes?

I also asked how we had got onto the black list. She mentioned virus's (protected against), sending out lots of similar emails (errrrr we are a business, thats what we do all day to confirm our reps orders, send them data sheets ....). So in other words this is going to happen again isn't it.

Good luck with your problem!

jamesdaunt · ‎23-11-2012

Very glad you managed to get them to remove the blog on your static IP. Despite it being clear that this is the problem for several days, we have not managed to get BT to remove us from the blacklist - as you say a few minutes work when you know what you are doing.

Furness · ‎26-11-2012

I have now managed to get our problem sorted.

By simply stating that we needed our IP address removed from the BT server blacklist I managed to get put through to second line support on the BT tech support line. I was on hold for 20 minutes or more but better than a callback that never materialises.

I was advised again to wait 24 hours without sending email and it would sort itself out. However, we hadn't sent email over the whole weekend so that mechanism clearly doesn't work.

The second line support guy still didn't have the knowledge or the tools to remove our IP from their blacklist. All he could do was tell me that he would message the back office team requesting the blacklist IP address removal. I hung up a bit reluctantly not expecting anything positive to come out of it. However, within 10 minutes email was magically flowing again. Shame it took 5 days to get to that point when it was clearly something that was done within minutes.