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Emails from my organisation bouncing - 553 Spam Rejected

mrbroph
Newbie
Posts: 3
Registered: ‎28-06-2021

Emails from my organisation bouncing - 553 Spam Rejected

Hello, 

 

I work for a local council and we have started to get emails bouncing back as spam from plus.com email addresses (I believe these are a plusnet domain). 

We are dependent upon being able to email our customer in relation to the numerous services we provide, some are critical to the customer such as benefit related claims etc..

Please could an admin get in touch in order to help resolve this, I can DM with the domain and IP details. 

 

Many thanks

12 REPLIES 12
adam945
Plusnet Help Team
Plusnet Help Team
Posts: 892
Thanks: 204
Fixes: 51
Registered: ‎01-12-2020

Re: Emails from my organisation bouncing - 553 Spam Rejected

Hi @mrbroph

 

Bit of a tricky one this, as this solely depends on how the customer themselves have set up their mailbox, and the setting they themselves use to filter out spam / junk emails. I'd advise them to have a look through our webmail guide which offers information on how to set up address books etc, which should then automatically filter your emails as genuine.

 

Webmail Support: https://www.plus.net/help/email-guides/how-to-use-webmail/

 Adam
 Plusnet Help Team - Leeds
MisterW
Superuser
Superuser
Posts: 9,948
Thanks: 2,590
Fixes: 203
Registered: ‎30-07-2007

Re: Emails from my organisation bouncing - 553 Spam Rejected

@adam945  I may be wrong but @mrbroph seems to be saying that it is affecting mail ro more than one plus.com address.

I'd advise them to have a look through our webmail guide which offers information on how to set up address books etc, which should then automatically filter your emails as genuine.

that will have no effect if the emails are being tagged by Cloudmark due to to an IP reputation or a 

Spam signature. If it is emails to multiple addresses then this is more likely the issue

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

mrbroph
Newbie
Posts: 3
Registered: ‎28-06-2021

Re: Emails from my organisation bouncing - 553 Spam Rejected

Hi,
Thanks for picking this up so quickly. This is indeed affecting multiple addresses, probably in excess of 10 in the last week or so.

We are fully aligned with SPF, DKIM and DMARC and aren't seeing issues with any other receiving domains so I think the issue is isolated and limited to Plus.com addresses specifically.

Many thanks
Lee
rfairhurst
Newbie
Posts: 4
Thanks: 1
Registered: ‎30-06-2021

Re: Emails from my organisation bouncing - 553 Spam Rejected

Same issue here: emails from Office 365 to my mum's Plusnet email account are being bounced back with an error like this:

 

Delivery has failed to these recipients or groups:
XXXXXX@XXXXXXXX.plus.com (XXXXXX@XXXXXXXX.plus.com)
Your message couldn't be delivered because the recipient's email server (outside Office 365) suspected that your message was spam. To fix this, try to modify your message, or change how you're sending the message, using the guidance in this article: E-mailing Best Practices for Senders. Then resend your message. If you continue to experience the problem, contact the recipient by some other means (by phone, for example) and ask them to ask their email admin to add your email address or your domain name (the text after the "@" symbol in your email address) to their allowed senders list.
For Email Admins
When Office 365 tried to send the message to the next email server outside of Office 365 the external email server returned the error below. This indicates the recipient's email server (or their email filtering service) suspected the sender's message is spam. If the sender isn't able to fix the problem by modifying their message then contact the recipient's email admin and ask them to add your domain name, or the sender's email address, to their list of allowed senders.
While the sender may be able to alter the message contents to fix this, it's likely that only the recipient's email admin can fix this problem. Unfortunately, Office 365 support is unlikely to be able to help fix these kinds of externally reported errors.

Diagnostic information for administrators:
Generating server: DB7PR06MB4268.eurprd06.prod.outlook.com
XXXXXX@XXXXXXXX.plus.com
Remote Server returned '550 5.7.350 Remote server returned message detected as spam -> 552 Spam Message Rejected '
Original message headers:
ARC-Seal: i=1; a=rsa-sha256; s=arcselector9901; d=microsoft.com; cv=none;
b=j0gTCdGqz9iH5pVAbm6+YgIXljRNcRqm2d0EVdSSx23Bl1q+DNy2wnpF1zaurik5yoUkX16cg8hVdGEH2YYFrozrjaezcEUZSGUw+QeSsr08Iw7xZRZ2/Cc6PfnS7Q+HeJNaDRhZhwu3BiDrnoIFvwPgIIdZM99X6dicqkrdcLOR502A/w5489zjCi+eQI4yGmEDu2fNVTJVewVC7DlNSPx9wjD0AB284/PlE3IjYm0jaPZ8mgdcrbbYtQWhz41HpHnRYP+cq509O/SAb4yfQP0GDGqsY9xcJoZOMHOCKsGHerHvWi7iK9BYyhYSM7AfZZmaaNmAKZVVxKjCedhpag==
ARC-Message-Signature: i=1; a=rsa-sha256; c=relaxed/relaxed; d=microsoft.com;
s=arcselector9901;
h=From:Date:Subject:Message-ID:Content-Type:MIME-Version:X-MS-Exchange-SenderADCheck;
bh=Qtlnqaekpo66dPGyqNoNuUGxaS7xhtzoZSuGrl/9dXk=;
b=M0QNESiwLO0W35VVMEFmB74h58fdoCkmPTXnkRGvw0rvQt3IcTjU1QlxVYKJfxohLn4tkC5QKL/fxB6Q+ybyzuiR/EPmw7xhcI7NKjqOcMQSL3T9h7YZd5Lg1LKRP9JtwbFR2ch+rZ34rWJ+Q0mTpP/2PEIwslHHNJLakLwtIKLmzv0EoanUn5ECLlNkr06LeqmXYXtD5SScRP7FMxrSk8x38dsk63IlAkkE384WqvpTj33nB3E656Z6gstbnsEOBT+K3pEaoi3oO28zJjS8ISsKVkcQryYzxJym0bgo0HRTc903y8QvNhsDapxSWj3E57+z6hqOopnIEjpGqesgjA==
ARC-Authentication-Results: i=1; mx.microsoft.com 1; spf=none; dmarc=none;
dkim=none; arc=none
DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed; d=hotmail.com;
s=selector1;
h=From:Date:Subject:Message-ID:Content-Type:MIME-Version:X-MS-Exchange-SenderADCheck;
bh=Qtlnqaekpo66dPGyqNoNuUGxaS7xhtzoZSuGrl/9dXk=;
b=js/fNc7tGNjfrCvxr2cuGrnEKp+5ldqXrKcirZC9cb5CDdwKgFc5ZnrFSori/fKIQu885uVdy8y/rt2/M5ZOXQor65VmyV/25uguQ+6RDrbbIP5VecKFy9Ti9ck+AiFt9RV8x69FOQhGOokzyfPnme/wHwHYRJQzJ9nLMcyJQMrG4H01XgZfFLM2OsRBpsJyA1x4sT7cIKXY3KFvFnfIqn49D0NnWmVmrrERzmuNbinyOzqhqvf0mbEMVZz/7PJMEEmbyFxqTdHraFAqZYzL53M6fx90HwFjrdnAGTh+bBUd+mO1EjoevxAKUVEgT6WGs059pyzBClDI+Fg/EKrbLg==
Received: from DB6PR06MB3928.eurprd06.prod.outlook.com (2603:10a6:6:54::10) by
DB7PR06MB4268.eurprd06.prod.outlook.com (2603:10a6:5:32::19) with Microsoft
SMTP Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384) id
15.20.4264.23; Wed, 30 Jun 2021 08:08:20 +0000
Received: from DB6PR06MB3928.eurprd06.prod.outlook.com
([fe80::f0eb:b751:4700:d5f8]) by DB6PR06MB3928.eurprd06.prod.outlook.com
([fe80::f0eb:b751:4700:d5f8%3]) with mapi id 15.20.4264.026; Wed, 30 Jun 2021
08:08:20 +0000

 

Moderator's note by Mike (Mav): Post released from Spam Filter.
mrbroph
Newbie
Posts: 3
Registered: ‎28-06-2021

Re: Emails from my organisation bouncing - 553 Spam Rejected

Hi, 

 

Is anyone able to help with this please? It is definitely not an isolated incident of a single user adding us to their spam as multiple addresses are bouncing back as spam. 

This clearly seems to be a case of a filtering service somewhere having our domain on a deny list, surely there must be a process to follow to get this resolved? At present Plusnet are effectively denying their customers access to council/ local government services. 

 

Many thanks

Lee

rfairhurst
Newbie
Posts: 4
Thanks: 1
Registered: ‎30-06-2021

Re: Emails from my organisation bouncing - 553 Spam Rejected

My previous message in this topic disappeared for some random reason, but I've encountered the same issue - my mother uses an @subdomain.plus.com account, and all emails to her from Hotmail or other Microsoft-hosted senders are being rejected with a 550 error or similar.

TheMightyAJ
Plusnet Help Team
Plusnet Help Team
Posts: 1,676
Thanks: 203
Fixes: 85
Registered: ‎26-03-2018

Re: Emails from my organisation bouncing - 553 Spam Rejected

Hi @mrbroph,

I'm sorry to hear that this is ongoing. Without including any private or confidential information, please could you post a couple examples of the headers from these emails?

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
rfairhurst
Newbie
Posts: 4
Thanks: 1
Registered: ‎30-06-2021

Re: Emails from my organisation bouncing - 553 Spam Rejected

Here's the bounce message from Microsoft, with email addresses and signatures removed:

 

Delivery has failed to these recipients or groups:
abcdefg@abcdefg.plus.com (abcdefg@abcdefg.plus.com)
Your message couldn't be delivered because the recipient's email server (outside Office 365) suspected that your message was spam. To fix this, try to modify your message, or change how you're sending the message, using the guidance in this article: E-mailing Best Practices for Senders. Then resend your message. If you continue to experience the problem, contact the recipient by some other means (by phone, for example) and ask them to ask their email admin to add your email address or your domain name (the text after the "@" symbol in your email address) to their allowed senders list.
For Email Admins
When Office 365 tried to send the message to the next email server outside of Office 365 the external email server returned the error below. This indicates the recipient's email server (or their email filtering service) suspected the sender's message is spam. If the sender isn't able to fix the problem by modifying their message then contact the recipient's email admin and ask them to add your domain name, or the sender's email address, to their list of allowed senders.
While the sender may be able to alter the message contents to fix this, it's likely that only the recipient's email admin can fix this problem. Unfortunately, Office 365 support is unlikely to be able to help fix these kinds of externally reported errors.

Diagnostic information for administrators:
Generating server: DB7PR06MB4268.eurprd06.prod.outlook.com
abcdefg@abcdefg.plus.com
Remote Server returned '550 5.7.350 Remote server returned message detected as spam -> 552 Spam Message Rejected '
Original message headers:
ARC-Seal: i=1; a=rsa-sha256; s=arcselector9901; d=microsoft.com; cv=none; [snipped]
ARC-Message-Signature: i=1; a=rsa-sha256; c=relaxed/relaxed; d=microsoft.com;
s=arcselector9901; [snipped]
ARC-Authentication-Results: i=1; mx.microsoft.com 1; spf=none; dmarc=none;
dkim=none; arc=none
DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed; d=hotmail.com;
s=selector1; [snipped]
Received: from DB6PR06MB3928.eurprd06.prod.outlook.com (2603:10a6:6:54::10) by
DB7PR06MB4268.eurprd06.prod.outlook.com (2603:10a6:5:32::19) with Microsoft
SMTP Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384) id
15.20.4264.23; Wed, 30 Jun 2021 08:08:20 +0000
Received: from DB6PR06MB3928.eurprd06.prod.outlook.com
([fe80::f0eb:b751:4700:d5f8]) by DB6PR06MB3928.eurprd06.prod.outlook.com
([fe80::f0eb:b751:4700:d5f8%3]) with mapi id 15.20.4264.026; Wed, 30 Jun 2021
08:08:20 +0000

 

Moderator's note by Mike (Mav): Post released from Spam Filter.
rfairhurst
Newbie
Posts: 4
Thanks: 1
Registered: ‎30-06-2021

Re: Emails from my organisation bouncing - 553 Spam Rejected

Sigh. This forum appears to delete the posting every time I try and post the bounce message, but here it is with trimmed headers and email addresses removed...

TheMightyAJ
Plusnet Help Team
Plusnet Help Team
Posts: 1,676
Thanks: 203
Fixes: 85
Registered: ‎26-03-2018

Re: Emails from my organisation bouncing - 553 Spam Rejected

Thanks for passing this information along @rfairhurst. When you're both sending these emails out, are you including any attachments or URL links?

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
Townman
Superuser
Superuser
Posts: 17,657
Thanks: 7,356
Fixes: 71
Registered: ‎22-08-2007

Re: Emails from my organisation bouncing - 553 Spam Rejected


@mrbroph wrote:

Is anyone able to help with this please?

At present Plusnet are effectively denying their customers access to council/ local government services. 


Superuser escalation

This topic has been escalated by one of the Superusers; please allow time for Plusnet to respond before commenting further.

Escalation does not imply progressing this matter will be given priority, nor that a different outcome will result.

Reason for escalation:  Request response


 

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

JonoH
Community Gaffer
Community Gaffer
Posts: 3,706
Thanks: 6,256
Fixes: 124
Registered: ‎29-09-2011

Re: Emails from my organisation bouncing - 553 Spam Rejected

Hi there, sorry you're having these issues. I'm happy to pass these along to my colleagues who manage and maintain the email platform.

 

Would you be able to private message me a contact Email address from them to reach you on please? 

 Jono H
 Plusnet Community Manager