What Does Bouncing Member Tell their Email Provider? #bouncedemails
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I moderate a group for a national 501(c)(3) group. Membership includes access to the group's message board (now hosted by Groups.io). I have one member who has intermittent bouncing problems that have gone on for months. The problem seems to be with his email provider -- chartertn dot net (which I believe is a Spectrum service) -- but the member seems convinced the problem is with Groups.io. I presume he thinks that because his email account otherwise works normally. (As example, when I email him using my Gmail account.)
The error code in his email delivery history log is always the same- 421 impin005.msg.chrl.nc.charter.net cmsmtp ESMTP server not available AUP#I-1300What should I advise him to do? Email the error code to his provider? To their customer service? We had another problem with a member, similar to this. The difference was, they knew what to do. Before I could suggest it they had already contacted their email provider and was told the email provider would "make sure" the groups.io group was "white listed for his account." They haven't had any problems since. tommy0421 |
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On Sat, Jun 1, 2019 at 09:29 AM, Tommy Meehan wrote:
The error code in his email delivery history log is always the same-We've seen a number of these kinds of delivery issues with charter/spectrum/rr over the past 15 months. In the case above, their mail server couldn't handle the request, and requested redelivery at a later time. Whether the message ever actually made it to charter is unclear. No amount of whitelisting can remedy this. He could complain about it, but they probably already know...and have decided not to invest in the kind of infrastructure necessary to provide a reliable service. Although it sounds glib, I suggest that you tell him to get a new email account with a provider whose mail servers are up to the task. There are plenty of options out there and many of them don't cost anything. ? Hope this helps, Bruce -- The system Help is your friend.??/static/help |
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The oddity is, with the Chartertn.net member, yesterday morning I requested two bounce probes, ten minutes apart. Both bounced. In between I sent them an email from my Gmail account advising them I was requesting the bounce probes, that the first had been sent (and bounced) and I was about to request another (which also bounced). My gmail email in between went through. None of my Gmail emails to them have ever bounced. In fact, so far as they know, none of the people who email them regularly ever report bouncing.
tommy0421 |
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On Sat, Jun 1, 2019 at 09:49 AM, Tommy Meehan wrote:
The oddity is, with the Chartertn.net member, yesterday morning I requested two bounce probes, ten minutes apart. Both bounced.It's a problem on charter/spectrum/rr that comes and goes.? See: /g/GroupManagersForum/message/14623 /g/GroupManagersForum/topic/29605471 /g/GroupManagersForum/topic/31451227 and /g/GroupManagersForum/wiki/Dealing-with-Bouncing Duane -- Help: /static/help GMF's Wiki: /g/GroupManagersForum/wiki Search button at the top of Messages list A few site FAQs: /static/pricing#frequently-asked-questions |
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Thanks Bruce but I think I had already read the messages you linked when I did an archive search. It just seems strange that I can email the member immediately before and after two bounce probes bounce, yet my email? goes through. And that so far as they know, other emails from other senders do not bounce whereas their Groups.io digests regularly bounce. They bounce more often then they go through. They're in digest mode, would the size of the email be a factor?
I appreciate the responses but I think I will still ask them to contact their provider. And also suggest they maybe open a free Gmail account, too! tommy0421 |
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tommy0421,
I appreciate the responses but I think I will still ask them toI wonder if perhaps the text of the error is misleading, and what is really happening is that charter is restricting the amount of traffic they allow to arrive from Groups.io's IP address. Rate limiting would still be a problem only Charter can correct, but it may help to ask Charter if that's what's happening. Shal -- Help: /static/help More Help: /g/GroupManagersForum/wiki Even More Help: Search button at the top of Messages list |
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The member in one of my groups with the Charter email was 'unbounced' on May 30th (by bounce probe) but then began bouncing again yesterday (June 4th) when their daily digest bounced. I forwarded it to them via my Gmail account this morning and it went through without a problem. But bounce probes are being returned "server not available."
I looked at Charter's email site, apparently the only way to request help is to call their help line. I would much prefer contacting them by email. My experience with various services has been, unless it is a very simple problem, talking with a rep over the phone is usually not too helpful. I think when you email them they have a better chance to mull over what you're asking. Maybe forward it to someone better able to answer. I think the member in question is an older person and not too Internet/email savvy. They just want to read the digest. I've suggested they contact Charter but I'm not too sure they have. I discovered we have four other members with Charter email. Two are in no email mode. One is in individual message mode and had a spate of bouncing in June 2018 but seems okay since. The fifth is also in individual message mode had a 500 error (also in June 2018) -"550 5.1.1 wLk61x01L0GfduA01Lk61E Invalid recipient." Sounds like they either changed their email account or may no longer be with us. tommy0421 |
Tommy Meehan
Bruce
Duane
Shal Farley