DMARC check failing with old f9 address

[#1]

I'm supporting a customer with an email address of the form example@example.f9.co.uk that's migrated to Greenby. They're using the Greenby webmail. Messages from them appear to be failing a DMARC check – at least that's what I'm seeing in Gmail – and are not reaching certain recipients. SPF is fine, and DKIM is not used.

I can't find a way to contact Greenby without asking the customer to submit a ticket, so I'm posting here in the hope that someone from Plusnet can liaise directly with Greenby on it.

[#2]

The lack of DKIM does appear to be quite a large black mark for sending to Gmail & iCloud.

For a non Greenby portal customer the only contact option may be :

https://greenby.com/support/help

[#3]

Trouble is, I believe that link is just passive - no interaction possible for a non-customer.

Mind you, I have had a live ticket open for months regarding the lack of DKIM stopping emails to Hotmail, and despite constant updates with failures, Greenby STILL (as of this morning) cannot give any definitive hope it will be fixed soon. Just the usual platitudes....

We are still actively working on the delivery problems affecting emails to Hotmail, Outlook, BT Internet, and iCloud addresses.

However, please be assured that this is being treated as a priority, and we are monitoring progress closely.

I am now investigating alternative suppliers, after nearly 30 years with my Force9 addresses.

[#4]

We appear to have at least two major email sending problems :

1) relay.plus.net a Plusnet hosted SMTP server farm that have the IP reputation of "the biggest bag of odorous excrement ever assembled in the history of capitalism" for permitting so many spam campaigns and still operates as an Open Relay to the *.plus.com community including from a non-Plusnet internet connection. Utterly shameful.

2) Greenby hosted SMTP servers that have yet to support DKIM Signatures so look like a spam sender to Gmail / iCloud.
This is just bone idleness as we ( the former Plusnet email only accounts ) have already paid fees to Greenby & they need to pull their finger out.

[#5]

I would think that whether we have paid yet or not, we have a good case for claiming that the Greenby email system is not fit for purpose - ie sending emails. We should all the asking for externsions to whatever our current contract is. They do claim

Greenby is a part of the Enix Group, a leading provider of web hosting and email services. 

but they cannot even provide DKIM!

[#6]

@mavison Which Greenby SMTP server are you using ?

[#7]

Normally I use relay.force9.net, but Greenby did ask that I tried mail.enmail.co ... but that was just as bad!

I always use port 587 and StartTLS, as I believe encryption is essential these days, and it does not have any effect on whether there is a DKIM rercord in DNS for <account>.f9.co.uk