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emails are not being received by recipients even though email is in sent folder

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Regular Visitor

emails are not being received by recipients even though email is in sent folder

I'm having issues with multiple recipients not receiving emails sent from my *.comcast.net account.  The emails appear in my sent folder.  I'm using Outlook as my client, but the same is happening when I send from the Xfinity Web app.  If I aske for a delivery receipt I do not get confirmation it was delivered.  I suspect Comcast is blocking the outgoing email.  Recipient has checked his spam/trash and security filtering and it is not there. 

 

Any suggestions.  I've sent both to his domain account email and his *.live.com email and same result, he doesn't get it.

 

Any suggestions?

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Official Employee

Re: emails are not being received by recipients even though email is in sent folder

Have you tried disabling your VPN when sending some emails? does it change at all? I checked the logs and saw that in majority of instances the same IP belonging to NordVPN has seen sending phishing/spam emails. This doesnt specifically mean its you, but rather anyone using NordVPN that got the same IP assigned to them is doing it (likely a bad actor - common amongst spammers/scammers/hackers to use VPNs). What it looks like is that the IP you were assigned by the VPN is the same as someone using it for bad intentions and your emails are getting blocked. 


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Regular Visitor

Re: emails are not being received by recipients even though email is in sent folder

I did try disabling NORD vpn temporarily, and it didn't help but I will experiment again with that.  From your comment, will all email with a suspect IP be blocked?  How would I know?

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Official Employee

Re: emails are not being received by recipients even though email is in sent folder


@COemailUser wrote:

will all email with a suspect IP be blocked?  How would I know?


Absolutely. There is nothing to "suspect" about the IPs - they have been confirmed to have been involved in abuse(spamming/phishing/hacking/malware, ransomware, and virus distribution) related instances. Unfortunately, VPN networks are most susceptible to the activity due to the anonymity behind the service. 


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Regular Visitor

Re: emails are not being received by recipients even though email is in sent folder

I think it would very useful to post a note somewhere on the Xfinity support site about "VPNs and Outgoing Mail" as may people seem to have this issue.

 

I did disable the VPN and the mail seems to be going out ok, although not all 'mail received' replies have come in.

 

Thanks for the help!

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New Poster

Re: emails are not being received by recipients even though email is in sent folder

hi @ComcastCSAEmail   I'm having the same issue and have called multiple times and have a ticket in but haven't heard from anyone.  Many clients and friends say they tried emailing my comcast account but it gets bounced back and they end up texting me or the school principal sent it to my daughter to get in touch with me.  I thought it was always with a logo on it, but then your tech team sent one with the Xfinity logo and it came fine so it must be something else.  I get plenty of spam and advertisements and reminders of my outstanding Old Navy coupons so I don't know why I have trouble getting personal emails from friends or work colleagues that are the really important ones.  What feature or security can be changed to fix this issue? 

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Regular Visitor

Re: emails are not being received by recipients even though email is in sent folder

It does seem that if I turn my VPN off I have better success.  Kind of a pain to have to do that to send emails. 

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Official Employee

Re: emails are not being received by recipients even though email is in sent folder


@COemailUser wrote:

It does seem that if I turn my VPN off I have better success.  Kind of a pain to have to do that to send emails. 


I've checked our server logs and any time our server blocked an email in the last 14 days, the IP used to send the email was 64.44.81.92 or 64.44.81.36. Both belong to NordVPN according to ARIN:
https://search.arin.net/rdap/?query=64.44.81.92
https://search.arin.net/rdap/?query=64.44.81.36


Otherwise all other emails sent leave our servers just fine.


@bucky1022 wrote:

hi @ComcastCSAEmail   I'm having the same issue and have called multiple times and have a ticket in but haven't heard from anyone.  Many clients and friends say they tried emailing my comcast account but it gets bounced back and they end up texting me or the school principal sent it to my daughter to get in touch with me.  I thought it was always with a logo on it, but then your tech team sent one with the Xfinity logo and it came fine so it must be something else.  I get plenty of spam and advertisements and reminders of my outstanding Old Navy coupons so I don't know why I have trouble getting personal emails from friends or work colleagues that are the really important ones.  What feature or security can be changed to fix this issue? 


Going to need a lot more information on this. So the issue is you not getting emails from a specific sender? you mention them getting a bounceback message - what is that message. 

 


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New Poster

Re: emails are not being received by recipients even though email is in sent folder

They get an error message and bounceback as if not a user but it doesn't say no user known.  It just seems stuck and won't send.  It has happened over 12 times in the past 6 months.  I asked the most recent one today if he kept a copy of it but he said no.  A few other times I've gotten an email that is obviously forwarded--it bounced and then they tried again and it came thru.  Is there something you could do to help me lower my security settings?  I have two comcast accounts and when I got through a few months ago someone said my settings were off and it wouldn't happen and it doesn't happen as much on that aaccount.  at least not that i know of. 

@ComcastCSAEmail