Spam Filter now rejecting perfectly valid emails for no reason?
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Spam Filter now rejecting perfectly valid emails for no reason?
19-07-2017 1:00 PM - edited 19-07-2017 1:06 PM
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I only have the spam filter on the least aggressive setting but this week I'm getting people telling me you are now all of a sudden bouncing valid emails?
I've tried configuring the whitelist but that's not worked. Quite amazingly the help apparently says that if you have catch all emails on (which I do and is the default) then whitelists don't work which seems pretty mad. WHY! If I say something is in the whitelist then I want it in the whitelist, I don't want you second guessing if that's a good thing or not depending on the other settings? That just seems ridiculous. I trust these email addresses but you won't allow them through, it makes no sense.
I need catch all emails, your spam filter isn't now working properly, and I can't whitelist the people I know I trust? But that would be a sticking plaster anyway, it seems you've done something to break your spam filter., even if I whitelist these email addresses you may be bouncing others I don't know about
PS - you are flat rejecting it, it doesn't get to me marked "Spam", it returns to user with error 552 and I get nothing. These emails have previously worked fine for years.
Re: Spam Filter now rejecting perfectly valid emails for no reason?
19-07-2017 3:06 PM
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If they've received a 552 error, that means that the email contents or sender are being detected as having a poor reputation, so we block this to ensure our customers don't receive spam. If it's a valid email they can contact us by sending an email to abuse@plus.net with the following detail:
- Subject “Third party email blocked by Plusnet spam filter”
- Clarification that they cannot send email to Plusnet email addresses because the email gets reported as SPAM
- Purpose of the email send and provide a sample of the mail sent.
- Inclusion of errors contained within the NDR (Non Deliverable Report) emails.
- Provide the sender address, subject line, recipient address and date/time in GMT/BST
- Send only one request and set expectations on turnaround
Re: Spam Filter now rejecting perfectly valid emails for no reason?
19-07-2017 3:14 PM
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I don't want people I deal with to be having to go through all that and wouldn't expect them to, they are people from a large reputable company. I must have exchanged 1000 emails with them over years and this has only just suddenly started happening. Stangely some get through. I'll send something myself to abuse@.
Re: Spam Filter now rejecting perfectly valid emails for no reason?
19-07-2017 8:24 PM
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Such reputations are not assessed by individual email services such as Plusnet but by email black list monitors. Take a look here - https://mxtoolbox.com/supertoolmobile.aspx - put your sender's domain name in and see what they report.
As for your suggestion that you will put a report into plusnet, you do not have the information required to investigate the matter - that is in the hands of the sender.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
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