Emails disappearing and not reaching the recipients

Discussion in 'Live Support Forum' started by MMM, Mar 2, 2016.

  1. MMM

    MMM New Email

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    Hello,
    I'm really hoping you can help. We are having intermittent issues with both sending and receiving emails which are now strangling our business.

    Outgoing Emails

    Business domain Emails are going into users sent box & are reported by our mail host (I have some logs) having been delivered but are not being received by some recipients. Noticeably, icloud/me.com/mac.com but other servers too.
    Also 2x important icloud accounts held by the managers of the business are not being received by a variety of recipient servers. Some but not all.

    Incoming Emails

    Business Emails are being received intermittently also. With the sender reporting the email sent, but it never materialising. This is the same for 2x Mac addresses.

    Many Thanks,
    Marianne
     


  2. MMM

    MMM New Email

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    Things that have been done -
    -Escalated cases with APPLE/MAC in regards to the 2x mac email addresses. This case is slow and has been open for 4 weeks. They have whitelisted a few addresses but who knows who else is locked out.
    Ticket number available and their engineers remain as mysterious as ever.

    -Escalated cases with TSOHost our email provider who say now all they can do is track emails for us most of which are coming back delivered. Ticket number available

    -Our web host PRESSJITSU are aware and helpful. Ticket number available

    -Our Domain manager BT couldn't care less.

    -Our internet provider EXPONENTIAL-E have ran tests their end. Ticket number available

    -Our network manager BONGO IT are helpful.

    They made some DNS changes were made. Nameservers changed from pointing to PRESSJITSU to TSOHost.
    Then they found spelling errors on our NS (thanks BT) but have been assured this has been rectified by both TSOHost and BT.
    EXPONENTIAL-E updated the PTR records.
    TSOHost Mail server was found on 'LASHBACK' blacklist

    Other notes
    We changed internet provider recently (January) and so changed IP address. Could there be a knock on effect from that?
    The Company domain name expired recently and was 'off' for 2 days.
    The website was compromised and flagged up by Google last August but was resolved.
     

  3. popowich

    popowich EQ Forum Admin Staff Member

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  4. popowich

    popowich EQ Forum Admin Staff Member

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    Hi Marianne,

    Did you see the conversation asking for IP address and some of the mail server logs?

    :thanks:
     

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