J

Wednesday, April 16th, 2025 8:01 PM

Your SMTP server is blocking email from our IP

Hello,

Our ISP just moved our VBS to a new IP [Edited: "Personal Information"].  Unfortunately it looks like the previous user of this IP used it for SPAM.. The message I get is

<USER NAME DELETED>@comcast.net

It does not indicate which block list is being used so I can't request removal.  Could you please remove the block or at least tell me which one is listing us?

Thank you.

Expert

 • 

29.7K Messages

2 months ago

Call Comcast security. They handle any blocking issues-----------------------

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

Normal business hours (6:00 am to 2:00 am EST, 7 days a week) 1 - 888-565-4329

Official Employee

 • 

1.8K Messages

2 months ago

 

Jerry_S Good afternoon! We appreciate you taking the time to reach out to our Xfinity Forums Team. I would be happy to take a closer look into what's going on, and provide you with the next best steps. Can you please send a Direct Message with your name, and the service address associated with your account? 
 
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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.
A "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

 

3 Messages

Thanks for the suggestion but Comcast Security is totally clueless.  They kept trying to ask what my account is  They don't seem to understand that there are more email senders in the world than Comcast.  Last night I spent over an hour on the phone with Comcast Security, being passed around to five different people.  Finally the last one said she would escalate it but needed my account information.  Fortunately we have Xfinity TV (which I'm beginning to believe is a huge mistake) and she insisted on creating a report against my residential account.  This can create huge legal issues because our business server has absolutely nothing to do with the residential account I just happened to have.  What if I didn't have a residential account?

Someone was supposed to call me back this morning but no one has - and I highly doubt anyone will and will have to see what further steps I should take.

Official Employee

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1.4K Messages

@Jerry_S, sorry to hear about the trouble getting a resolution. It definitely sounds like there is some confusion. I would recommend you utilize the link in my previous response. This will get the issue in front of the folks that can help. That link again is : https://spa.xfinity.com/report From the dropdown, select, "I'm not able to send e-mail to Comcast customers (comcast.net)". And submit the requested information. Thanks! 

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

3 Messages

2 months ago

This problem has nothing to do with any account I have.  The problem is with our server, which is in a data center in New Jersey and is run by another ISP cannot send email to Comcast customers.

Official Employee

 • 

1.4K Messages

Hi there, @Jerry_S! Please go here : https://spa.xfinity.com/report From the dropdown, select, "I'm not able to send e-mail to Comcast customers (comcast.net)". And submit the requested information. This will get the issue reported to the appropriate folks for resolution.

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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