Visitor
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5 Messages
Cloudmark blocking emails
I've been an Xfinity customer for almost 25 years. I have a small business and haven't had any problems sending or receiving emails until Xfinity contracted with Cloudmark CSI. Google them, they're [Edited: "Language"]. Every couple of months Cloudmark decides to block me from sending emails, unfortunately right when I happen to be in the middle of discussions with clients. Then I have to go thru a long remediation IP process, beg them to unblock me. They give no proof that my domain is sending spam and say it's Xfinity. Xfinity says it's Cloudmark. If I disconnect from my Xfinity network (Wi-Fi}, my emails go thru without any problems. I've contacted my host and they show there's no flags or blacklists on their end. Time to find a new internet service provider and or a lawyer. Anyone else having these issues with Xfinity and Cloudmark?
XfinityJamesC
Official Employee
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2.4K Messages
27 days ago
Greetings, @user_6909hn! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your email, but you have definitely come to the right place for assistance.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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user_6909hn
Visitor
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5 Messages
26 days ago
It has been a very frustrating week and horrible customer service on Xfinity's behalf. I've called customer service repeatedly, explained the situation so many times, been disconnected several times.
I even went to the local Xfinity store to talk to someone in person and they were absolutely no help and couldn't care less, actually were quite rude.
I asked my Host where my business site is located to check and they did a deep diagnostic and determined there was no spam coming from my site, email or servers. They went back several months and sent me a report that proved it.
This is the fifth time in a year that Cloudmark has blocked my outgoing business emails and now I finally have an answer from them.
This was their response:
" Re: [Ticket#202504071000764] Case 06376495 CSI Remediation Request: 76.121.145.4 (CSI_P4)
Dear John McColloch,
Thank you for contacting Cloudmark.
This IP is a dynamically-assigned IP Address from Comcast. They are the ones who give you this IP Address.
Since it is dynamically-assigned it means any day you may get this IP or any of thousands of other IP Addresses given to your computer when you connect to the internet.
This IP has been used by a spammer in the past. Only Comcast can tell you if the spammer has been moved on to another IP Address.
You may log onto Comcast tomorrow and get a different IP Address.
Note that we cannot guarantee that any of the IPs given to you are not being used by spammers, hence you may from time to time be handed an IP which has been blocked by Cloudmark for spamming reasons.
I will reset the reputation of this IP for now, but note it may gain a poor reputation in the future as another person may be assigned the exact same IP in the future.
You can contact Comcast to see if they can offer you a static IP which would be only yours.
--
Cloudmark CSI Support'
So the problem is, Xfinity periodically dynamically-assigns a "tainted" IP address to us and the company that Xfinity contracts to stop spam, Cloudmark blocks my emails.
I want Xfinity to either give us a static, clean IP address or I'm pulling the plug and going with a different service provider. Turns out fiber optic internet is now available in our area.
I never want to see another Cloudmark email.
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