Non-responsive security assurance complaint

I would be happy to publicly post the newsletter for the Pueblo Archaeological and Historical Society that apparently now is being considered spam. I posted the most recent bimonthly newsletter to the same email list that (of course with additions and deletions over the years) I have been managing over the past 20 years. Suddenly dozens and dozens of "Non Delivery" notices. 

The daily limit to Xfinity emails is supposed to be 1,000. This email list is less than 1,000. Xfinity will only send less than 100 emails at a time. Each batch in this email list is less than 100. Attachments to emails cannot be more than 25 MB. The attachment on this email is 2.9 MB

If I send the email either one-by-one or in batches of 5 each or 10 each (I did not try batches larger than 10 to actually determine the limit) there is no problem. So what is the problem??

First of all, I do not want to be labelled a spammer, and second of all I requested an explanation of what caused the spammer flag so that whatever error was inadvertently included in the newsletter could be avoided again.

The non-responsiveness is not only annoying but disrespectful and condescending. (In one case I was actually hung up on by a technician - the 6th one that I had had to explain the situation to in spite of the fact that the calls were recorded and I was told that notes were being taken.) 

I was given ticket numbers for reference and yet only one technician that I spoke to about this situation had apparently taken time to read the notes. I repeated the problem and the experiences over and over and over. 

I was told numerous times that "engineering" was determining the problem to answer my question and to remove the flag. No such luck.

Hello @user_jbbncc and thank you for reaching out on our Xfinity Community forums and giving us some addtional detail as @Again suggested.  We appreiate the information. 😀

Email does have certain limitations to prevent spam, the guidelines for these are outlined here: https://www.xfinity.com/support/articles/limitations-on-sending-email, but based on your feedback in your message, it looks on the surface that you may have considered some of those limitations in your attempts to send your messages, and I can definitely understand the frustration you must have been dealing with (I myself have had to deal with similar struggles in the past!) 

May I suggest you do a simple search on Google as follows, "what is the best way to send bulk email with residential email service."  

That may shed some light on options you can utilize so that you never have to worry about this issue again.  And if you would like for us to take a further look into this for you after reviewing that information, just let us know!

@XfinityCliff​ 

Thank you for your response. I did google "what is the best way to send bulk email with residential email service" and believe me, we at the Pueblo Archaeological and Historical Society are actively researching our options in this regard. The constraints are, though, as follows:

* we are a small non-profit with limited operating funds

* we have been organized since 1938 and have very slowly grown over the years by relying on the goodwill and volunteer labor/in-kind services of our members and the community

* my husband and myself have been involved for many years and have more than received great rewards from participating in this great organization and are happy to share what resources at at our disposal to assure the longevity of this organization and so, as we have been Xfinity customers for many years and have in fact achieved diamond status (for what that's worth in this situation) we were in a position to offer to manage the newsletter email list

* I do not object to Xfinity trying to control spam. I appreciate Xfinity trying to control spam. 

* I follow Xfinity's rules re: the limits of emailing and have altered my methods of sending this small non-profit newsletter over the years as Xfinity has gradually throttled down the extent and timing of the bulk email process

What I object to and am registering complaint about is the fake customer concern registered by what is now 22 agents I have spoken to and the lack of followup when assurance is given that the spam flag would be removed and/or identification of the problem would be conveyed to me.

I definitely get the frustration @user_jbbncc , and the situation you describe sounds like you've had more than your fair share of that.  We definitely want to help further with this.  (I promise my interest in helping you is sincere! ❤️ I've been in your shoes as a 'civilian.') 

Would you please send us a direct message (I'm going to post some helpful instructions on doing that below) - Please include your full name and service address.  We can take a look at your account this way, and dig in a bit further to what's really going on for you and work to ensure your concerns are addressed for you.  💯

How to Send Us a Direct Message:

1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
3. Click the "New message" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1…

I will follow these directions momentarily.