An agent called me back at about 5:15pm Central and asked if the issue had been resolved, I said no. He told me that he would check into it and would call me back within 15 minutes. An hour and a half later I called them, asked for a level 2 agent, and was told by the level 2 agent that attempts were made to call me but my phone was busy. My phone was not busy and it did not ring. He said that he would check into it and would call me back in 15 minutes. I never got a call back.
Telephone customer service for DSL tech support, for the most part is off-shore and the communications between the people that do the actual work and their off-shore counter parts is severly lacking. Tickets are either open or they are closed with a breif explaination of what the problem was. So, getting information from customer service is really hard, to say the least. If you’re lucky, if you call enough, you will reach someone located in the states that knows how the system works and who to contact to get answers.
Personally, I don’t see this being fixed for quite awhile, but I really needed it fixed a week ago.
I called BellSouth this morning, but decided to call telephone support rather than DSL tech support to see if I could get a better approach on how to get this resolved. I stated my case, I was transfered to 3 different offices and finally spoke to supervisor located in North Carolina. I stated my case, provided all the information again and after she did some fact finding, she called back to give me the scoop.
JodoHost mail servers are indeed being blocked due to spamming issues. I was told that BellSouth’s policy is that once an offending IP, server or domain is blocked, it is blocked for good. While they have the ability to unblock an IP or IPs or domain name(s), it is their general policy not to do so. Also while they appologize for the inconvenience to me as a customer, it is the responsiblity of the mail server owner (in this case, JodoHost) to resolve the issue, if it can be resolved. The only means of contact to resolve issues of this type is by email only at the following email addresses: thisisspam @ bellsouth.net & postmaster @ bellsouth.net (remove the spaces). If email is sent to these addresses from a blocked email server, the email will not get through.
BellSouth email policy information can be found at http://postmaster.bellsouth.net. I was told that a listing of offending mail servers would be found there, but I have not found that listing.
She also told me that she would try to dig up more information and would get back to me tomorrow morning.
This just gets more and more frustrating!
Update: She just called me back and confirmed that the above information was correct and that she now is closing her support ticket with me, due to the fact that the issue is between JodoHost and BellSouth and that there is nothing else she could do for me regarding this issue.
[QUOTE=manopb]
The only means of contact to resolve issues of this type is by email only at the following email address: [email protected]. If email is sent to this address from a blocked email server, the email will not get through.
[/QUOTE]
So how is a server supposed to contact them if they’re blocked ?(
We have been talking to various bellsouth people all day, and we are really not getting far. Some depts don’t even say it is blocked, so I think they really are clueless.
I’ll see what I can do.. Maybe we can assign a new outgoing IP to the servers affected…
If they have blocked our servers due to spamming I’m pretty sure there are plenty of hosts that have been blocked.. Because we are pretty proactive with complaints
Once we get some mail into a Bellsouth account, maybe the recipient could try sending it to thisisgood@b*llsouth.net
That appears to be an automatic whitelist. It might only work on a customer by customer basis, but it might deter them from putting the IPs back into their overall blacklist the instant they get one complaint.
Their stated policy is to only block servers that are on ‘reputable’ active blacklists, so where the permanent blocking policy comes from, I don’t know. If they’re operating against their own company policies then maybe someone could make their techs aware of that fact.
[QUOTE=Yash]
I’ll see what I can do.. Maybe we can assign a new outgoing IP to the servers affected…
If they have blocked our servers due to spamming I’m pretty sure there are plenty of hosts that have been blocked.. Because we are pretty proactive with complaints
[/QUOTE]
If you are not a BellSouth subscriber and you believe that BellSouth Internet Services is blocking your e-mail, please contact postmaster @ bellsouth.net (remove the spaces) with the subject line ?Block?.
If you are a BellSouth customer and your IP address has been listed on an e-mail block list, please send an e-mail with the following information to AUPGeneral @ bellsouth.net (without the spaces): your IP address, name, and e-mail address, who is blocking you, the exact bounce error message (if any), and your contact information. Please put the following in the subject line “Block Request Removal Assistance”, and we will make every effort to assist you with this matter.
If you are a Bellsouth customer and you feel we are blocking e-mail that you wish to receive, please contact BellSouth Technical Support at 888-321-2375.
