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Can't Send Emails from PC or Phone App?

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Frequent Visitor

Can't Send Emails from PC or Phone App?

I can recieve emails but I can NOT send.  This is my main email address, I need it fixed.  I haven't got the time to change my preferred email for hundreds of things.

 

I talked 3 times to support, hours on top of hours, holding. Got transferred so many times!  I Got cut off all three phone calls! Last time I pleaded with the guy to not cut me off, told it had happened twice before, he lied, happened again.  I'm so mad I can't hardly function.

 

Error message on PC (using lastest Thunderbird program):

"An error occurred while sending mail: The mail server sent an incorrect greeting: resomta-po-09v.sys.comcast.net resomta-po-09v.sys.comcast.net CSI IP 69.174.160.30 is not permitted to send messages. Please contact support if you feel this is in error.."

 

Error message on android phone using Xfinity App:

" Sorry something went wrong. Please try again. Meassge moved to draft. " 

 

This happened a year ago.  They said it was a blockage at the server level list that I was on by accident. 

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Gold Problem Solver

Re: Can't Send Emails from PC or Phone App?

Are you using a VPN?

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Official Employee

Re: Can't Send Emails from PC or Phone App?

Looks like the IP you are trying to send from belongs to MetroNet
https://search.arin.net/rdap/?query=69.174.160.30

the CSI IP error code in reference is to a global reputation system:
https://csi.cloudmark.com/en/reset/#:~:text=Cloudmark%20Sender%20Intelligence%E2%84%A2%20(CSI,%2C%20...

You will need a representative of MetroNet to open a case with CloudMark as they deem their IP to globally not be safe for sending emails. 


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Frequent Visitor

Re: Can't Send Emails from PC or Phone App?

I'm sorry but you are not correct. Metronet said they have nothing to do with CloudMark. Comcast goes through them and you guys would have to fix it.

 

I've called 4 times, after hours of waiting, been diconnected 4 times while being transferred to someone that was suppose to help. I'm at the end of my rope.  Comcast has got to be the most incompetent company I've ever dealt with.  Someone, somewhere has got to be able to help.  I'm begging.

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Expert

Re: Can't Send Emails from PC or Phone App?


@OverBurn wrote:

I'm sorry but you are not correct. Metronet said they have nothing to do with CloudMark. Comcast goes through them and you guys would have to fix it.

 

I've called 4 times, after hours of waiting, been diconnected 4 times while being transferred to someone that was suppose to help. I'm at the end of my rope.  Comcast has got to be the most incompetent company I've ever dealt with.  Someone, somewhere has got to be able to help.  I'm begging.


  1. Are you a current Metronet customer or a current Comcast customer?
  2. Are you having any problems sending email from webmail or just from Thunderbird?
  3. What are your Thunderbird server settings for incoming and outgoing mail?

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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Frequent Visitor

Re: Can't Send Emails from PC or Phone App?

I am a current MetroNet customer.  Cancelled my comcast a year ago.  Was told I could keep using my comcast email indefinitely.   Was planning on possibly coming back to Comcast later, at least leaving the option open.

 

Can not send email from Thunderbird or the Xfinity Phone App.  Do not use online comcast web mail.

 

Thunderbird settings

POP Mail Server - mail.comcast.net -  port 995 - SSL/TLS - Normal Password

Out Going - smtp.comcast.net - port 465 -  SSL/TLS - Normal Password

 

All the same exact settings that have worked for years. 

 

Xfinity app doesn't send either.   

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Official Employee

Re: Can't Send Emails from PC or Phone App?


@ComcastCSAEmail wrote:

Looks like the IP you are trying to send from belongs to MetroNet
https://search.arin.net/rdap/?query=69.174.160.30

the CSI IP error code in reference is to a global reputation system:
https://csi.cloudmark.com/en/reset/#:~:text=Cloudmark%20Sender%20Intelligence%E2%84%A2%20(CSI,%2C%20...

You will need a representative of MetroNet to open a case with CloudMark as they deem their IP to globally not be safe for sending emails. 


To be specific, MetroNet needs to fill out the form to appropriately advise CloudMark what the IP space is used for and whether or not they have resolved any possible abuse incidents originating from the IP address.

 

The short of it:
CloudMark: "This IP is not suitable for sending emails on the internet and have listed the IP on our global blacklist."

Comcast: "We trust CloudMark on this one."
MetroNet: "CloudMark, please remove our IP from your blacklist because it is a residentially assigned IP address and I assure you there is no abuse activity coming from it."

Unfortunately, we would be unable to make the request to unblock because we are not MetroNet and we would be unable to confirm if there was any abusive activity coming from the IP or not. 

 

 

Spoiler
Not recommended, but viable 👀

Fill out the form yourself on behalf of MetroNet.
Title: -
Company: -
Email Address: (yours)
Phone Number: (yours)
IP Blocked: (IP you are having issues with)
Domain Name that the IP in the reset request represents: MetroNet
Exact SMTP 5XX error string received: An error occurred while sending mail: The mail server sent an incorrect greeting: resomta-po-09v.sys.comcast.net resomta-po-09v.sys.comcast.net CSI IP 69.174.160.30 is not permitted to send messages. Please contact support if you feel this is in error

Comment: Device(s) behind this IP have run Anti-Virus/Malware scans and updated all firmware. Please process unblock of the IP.

 

 


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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!