Comcast email issues...

[wajake41]

Had to call Miva support to ask for the ticket to be assigned. Told I may need to wait up to 48 hours for resolution. Our customers are not getting their confirmation emails if they are on Comcast email.
Larry

[Bruce - PhosphorMedia]

Re: Where is Miva Merchant support? Opened ticket 12 hours ago & still not assigned.

Did you try what I suggested? (Its not specifically a host issue btw...rather ISP based)

[wajake41]

Re: Where is Miva Merchant support? Opened ticket 12 hours ago & still not assigned.

Hi Bruce: I don't understand how I could change the out port on my ISP's server. What am I missing? We are hosted by Hostasaurus and have had this same problem once before. Don't know how they fixed it that time.

Larry

[Bruce - PhosphorMedia]

Re: Where is Miva Merchant support? Opened ticket 12 hours ago & still not assigned.

oh, sorry...finally finished my coffee....

Ok, still not a hosting issue. Since, OTHER customers are getting their emails. If its true that only comcast don't (And if you have a test product I could try it trough my comcast account, then its still the ISP (i.e., comcast). Secondly, are these folks who just have Comcast as their ISP, or are actually using a comcast email address. Find that out and CONTACT comcast...might be hard because they are trained to deflect blame, but they might be blocking emails from either your site's domain, or outgoing mail servers at miva.

[papi34]

Re: Where is Miva Merchant support? Opened ticket 12 hours ago & still not assigned.

We are hosted by Hostasaurus and have had this same problem once before. Don't know how they fixed it that time.

Larry

We had this problem with roadrunner, not comcast. Hostasaurus (David) requested removal from their blocked list and that did the trick. Roadrunner has a website to check your status. Perhaps comcast has something similar.

Maybe take a look here: http://getsatisfaction.com/comcast/t..._net_customers

[wajake41]

Re: Where is Miva Merchant support? Opened ticket 12 hours ago & still not assigned.

Hi Papi34: Suspect this is as you suggest. i.e. We are blocked by Comcast. Using a gmail account, the order confirmation email is received. Using a Comcast email account, the orders are not in our Comcast inbox.

Larry

[wcw]

Re: Where is Miva Merchant support? Opened ticket 12 hours ago & still not assigned.

I've had my comcast account block the emails from my store on multiple occasions. When I let David know he gets it fixed in short order. Since it is a frequent problem, I now send my order and contact us emails to two different accounts (comcast and earthlink). The emails to earthlink are never blocked so that is my backup. That said, I have not had comcast block any for quite awhile. So it may be one particular IP range comcast is having issues with. You've probably already done this, but check your spam folder at comcast. They often get dropped in there if they are not blocked entirely.

[wajake41]

Re: Where is Miva Merchant support? Opened ticket 12 hours ago & still not assigned.

I suspect that we are now on the Comcast block list because we are using the PR4 template emails which are consistently tagged as spam when we receive them.

Solution is apparently to wait until Miva resolves this spam issue, (we have had an open ticket on it for a few months with no resolution of the problem).

Thanks to everyone on this for your help, Larry

[Datagg]

Re: Where is Miva Merchant support? Opened ticket 12 hours ago & still not assigned.

Larry, my friend had a issue with comcast. Solution was to go to there site, login to your account and shut off there "SPAM" filter. i had to do this also with my ISP also. Most have a filter option onsite, which IMO sucks. Best to always decide whats spam on your end and not let some third party do it for ya.

[Siamese-Dream.Com]

Re: Where is Miva Merchant support? Opened ticket 12 hours ago & still not assigned.

Just so I understand, what David has basically had to do is contact Comcast and on a domain by domain basis ask them NOT to block emails from each domain, right?

there is no way for them to get comcast to un-block all email that originates from the hostasaurs SMTP servers then???

[wajake41]

Re: Where is Miva Merchant support? Opened ticket 12 hours ago & still not assigned.

Problem solved:
Received this from Miva support just a bit ago:
"Hello Larry,

I think we may have solved the problem, Comcast had flag the hosting server as a spammer. I just received a reply from Comcast that the servers IP address has been removed from their block list. Please let us know if you continue to have difficulties."

And we are now receiving our blocked emails. The reply from support states that: "the servers IP address has been removed from their block list"
Does this mean that not only our emails but all Miva merchant email going via Comcast were blocked?

To me, it appears that this block was caused by our using the "template based" emails. When we receive our cc of these emails, more than 50% of them are tagged as spam by Comcast. I believe that our customers, who use Comcast, will experience the same spam tagging. We have discontinued using the template based order confirmation email because we don't want our customers to receive confirmations tagged as spam.

Regards, Larry

[Bruce - PhosphorMedia]

Re: Where is Miva Merchant support? Opened ticket 12 hours ago & still not assigned.

Not directly caused by using the templates. A quick look at emailing guides will outline how you can make HTML emails less "spammy" I.e., limit use of images, include plain text content at the top of the message--for example,

Dear Customer_Name_Here,

Here is a confirmation of your order from Store_Name_Here. If you have any questions please contact us at Store_Email_Here (and not as a link) .

Use correct font encoding, etc.

[wajake41]

Re: Where is Miva Merchant support? Opened ticket 12 hours ago & still not assigned.

Hi Bruce: Regarding my spam problem.
Actually according to Miva support, this is a Miva Template Based email problem.

This is the response I received from Miva Support on my open ticket on this issue earlier this month:

"Subject: [#OUT-532-62091]: Template based email tagged as spam

Hi Larry, we have an open bug related to that issue. Here's a link to it in our bugzilla tracking system:

http://bugzilla.mivamerchant.com/show_bug.cgi?id=6428

Unfortunately a core component of the Miva scripting language does not yet have functionality that we need to proceed with a fix for the template email issue. The issue will only affect those who use spam assassin, but unfortunately cannot be resolved until the language itself is modified and that is not a quick process due to the complexity of this particular function."

It appears that Comcast uses Span Assassin. So for now, we have suspended using the Template based customer & Merchant emails.

Regards, Larry

[wcw]

Re: Where is Miva Merchant support? Opened ticket 12 hours ago & still not assigned.

What is the problem with the templates emails? I have comcast and probably see less than 1 in 300 order emails blocked from the store to my comcast inbox. I can't imagine my mail manager module doing anything different from what the built in template email module is doing.

[wajake41]

Re: Where is Miva Merchant support? Opened ticket 12 hours ago & still not assigned.

Hi Bill: Take a look at this Miva link:
http://bugzilla.mivamerchant.com/show_bug.cgi?id=6428

As I understand it, multi language capability was added to the template emails and that together with Spam Assassin is causing this problem.

Larry