Email “Permaanent error”

I am getting a permanent error message on emails sent to only one recipient in Australia. Any insight?

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XfinityDena

Official Employee

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2.6K Messages

6 days ago

Thank you for reaching out @richardj99 A "permanent error" on a Comcast email means that the email you tried to send could not be delivered to the recipient because their email address is likely no longer active, causing the message to permanently bounce back to you; this usually indicates a defunct account on the recipient's end, preventing any future emails from reaching them. Have you reached out to the recipient to confirm their email address is still active?

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richardj99

Frequent Visitor

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18 Messages

No, it is not a defunct email adresss. In fact, the recipient verified by sending an email TO me — one that I could not successfully reply to because of the described behavior. Thank you for replying though.

Richard

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6 days ago

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XfinityEricB

Official Employee

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1.7K Messages

Do they know if they have issues getting emails from any other comcast emails in the past?

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6 days ago

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richardj99

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18 Messages

I have sent emails to my friend [Edited: "Personal Information"]over the years, and neither he nor I have had any problems until now. The address pings successfully, so it is likely something goofy on my end.

(edited)

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5 days ago

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XfinityMartyR

Official Employee

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1.6K Messages

richardj99 Have you tried running a Traceroute to your friends email server?

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5 days ago

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richardj99

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18 Messages

XfinityMartyR — I have successfully “pinged” bigpond.com, if that is what you mean.

(edited)

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4 days ago

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BruceW

Gold Problem Solver

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26.1K Messages

4 days ago

... I have successfully “pinged” bigpond.com ...

"bigpond.com" is not the mail server for bigpond.com email addresses. In Windows you can look up the mail server for a domain with this command prompt line:

nslookup -type=MX bigpond.com

The command output tells us that the mail server is "extmail.bigpond.com".

Pinging the mail server doesn't tell us much. If Comcast/Xfinity doesn't help you, contacting Bigpond might be the next thing to try.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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richardj99

Frequent Visitor

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18 Messages

3 days ago

Before contacting the folks at the bigpond IP, I tested an email to my friend at ***@bigpond.com using my seldom used Gmail account and the Gmail arrived successfully (as well as his return reply). That seems rather conclusive to me that the problem is with Comcast. Could a Comcast employees do some checks on this?

Regards, Richard

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XfinityAldrik

Official Employee

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1.7K Messages

Thank you for testing that @richardj99! Just to confirm, are you sending these emails through our website or using a third-party app (Outlook, Apple mail, etc.)?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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3 days ago

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richardj99

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18 Messages

Thank you for asking — I’m using Apple mail.

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3 days ago

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richardj99

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18 Messages

I sent a test email from the website and it was also rejected, but it came back with the following error message — which appears to be saying the entire domain is rejected:

Reporting-MTA: [Edited: Personal information]
Received-From-MTA: [Edited: Personal information]
Arrival-Date: Sun, 08 Dec 2024 01:54:22 +0000

Final-recipient: [Edited: Personal information]
Diagnostic-Code: [Edited: Personal information] Sender domain rejected. IB302

Last-attempt-Date: Sun, 08 Dec 2024 01:54:27 +0000

Regards, Richard

(edited)

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3 days ago

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XfinityAldrik

Official Employee

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1.7K Messages

Just what I was about to ask @richardj99! I really appreciate you for confirming the website also has this issue. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look! To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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3 days ago

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richardj99

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18 Messages

16 hours ago

I received an email from the “Community Mailer”, stating: Reminder To Accept Solution on your post.

To be clear: This case has been “escalated” three times: in each instance, a new person circles through the circumstances of the problem and ends up with no solution. There is NO solution to my original post. I am still getting the exact same error messages. More than half a dozen Comcast employees have looked at the problem and apparently they are not communicating with each other.

Richard

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XfinityJamesC

Official Employee

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1.8K Messages

Thank you for letting us know about the reminder, @richardj99. As long as the ticket is still being looked into by our advanced support team, we can hold off on marking the post as resolved. Please feel free to send us a DM if you lose contact with them, or they stop responding.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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16 hours ago

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richardj99

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Thank you. At the end of my phone conversation with Daniel yesterday, he indicated that this issue was going to be “escalated” and someone would get back to me.

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14 hours ago

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XfinityJohnG

Official Employee

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1.3K Messages

That is the same information I see on that open escalation. That team would be the one to reach back out when that has been resolved.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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14 hours ago

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richardj99

Email “Permaanent error”

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XfinityDena

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Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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