kacke2's profile

New Poster

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3 Messages

Mon, Nov 30, 2020 12:00 PM

Sender receives message that our email addresses don't exist

Problem 1:

Sender with a suddenlink.net address receives "Mail System Error - Returned Mail" messages when she sends an email to any of our three comcast addresses. Each time it says that the email address "does not exist" yet it is correctly typed and included in the "Mail Administrator" notice she receives. The addresses are all ones we've had for years.  

 

Problem 2:

Emails from two different senders are now going to our junk mail.  Until 2-3 weeks ago they always came to our inboxes with no problem.  

 

I hope you can help!  Both of these situations are very frustrating

Thank you. 

Responses

Latoque

Expert

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28.8K Messages

7 m ago

For Problem 1:  Have you tried sending a test email from some other non-Comcast email account you have like Yahoo or Gmail, etc?  Does it work OK?

 

For Problem 2:  Start marking the messages as "Not spam" when they get into the Spam folder.  It may take a while and many markings for it to work right.  Also, see here-----------------

 

https://forums.xfinity.com/t5/Email-Web-Browsing/Address-Book-Exemption/td-p/3368877/jump-to/first-unread-message

New Poster

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3 Messages

7 m ago

Thank you for responding.  Please let me know how to make this public and I will.  I assumed it was already public.

 

Problem 1 - Yes, I've tested sending with two Gmail addresses and the suddenlink recipient is able to reply without difficulty.  I don't have any addresses in my Comcast webmail address book (only on my computer, phone, and ipad) but as directed in the link you provided I added both the suddenlink address and the other addressee whose emails either don't arrive or go to junk.  There are two causes listed in the Mail System Error the suddenlink customer receives.  First is "The email account you tried to reach does not exist" but of course it does since she received the email.  Further in the email is says "Comcast block for spam".

Note that her replies do not even appear in our junk/spam folder. The only way we know she sent a reply is that she tells us.  

Also, to be clear, she is able to SEND new emails to us without any problem and she receives emails we send to her. She just cannot reply.   

BruceW

Gold Problem Solver

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22.4K Messages

7 m ago


@kacke2 wrote: ... I assumed it was already public. ...

Your post is public. The poorly worded "post publicly" advice in Expert and Employee signature blocks is not directed at you, it appears in all messages they post, and is intended to encourage customers to post a public message instead of sending a Private message.

 

Latoque

Expert

 • 

28.8K Messages

7 m ago


@kacke2 wrote:

Thank you for responding.  Please let me know how to make this public and I will.  I assumed it was already public.

 

Problem 1 - Yes, I've tested sending with two Gmail addresses and the suddenlink recipient is able to reply without difficulty.  I don't have any addresses in my Comcast webmail address book (only on my computer, phone, and ipad) but as directed in the link you provided I added both the suddenlink address and the other addressee whose emails either don't arrive or go to junk.  There are two causes listed in the Mail System Error the suddenlink customer receives.  First is "The email account you tried to reach does not exist" but of course it does since she received the email.  Further in the email is says "Comcast block for spam".

Note that her replies do not even appear in our junk/spam folder. The only way we know she sent a reply is that she tells us.  

Also, to be clear, she is able to SEND new emails to us without any problem and she receives emails we send to her. She just cannot reply.   


To clarify-----I meant did you try sending from the Gmail account to the Comcast account?  Further, from the second part of your response it looks like Suddenlink is saying there is a blocking issue for incoming Suddenlink emails.  Call Comcast security and see if there is a blocking issue for that domain-------------------

 

Comcast Customer Security Assurance-------------------

Normal business hours (6:00 am to 2:00 am EST, 7 days a week)

1 - 888-565-4329

New Poster

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3 Messages

7 m ago

Yes, I did test emails from Gmail to the Comcast account and there are no issues with either new sends or replies.  I also receive emails from many other domains - yahoo, aol, and hotmail without any problems. Only with Suddenlink so far.  

I spoke with two different Xfinity employees yesterday for over an hour and a half.  The first tried to resolve the problem then bumped me up to the next level agent.  Neither one specifically mentioned checking for a blocking issue but I assume they did.  They said the "troubleshooted" the system but I have no idea what was involved in their testing.  They were unable to determine the problem and said it is likely a Suddenlink issue, not Comcast.  This is beyond frustrating.  

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