Email Delivery to AT&T, BellSouth, AOL, Comcast

Jen Leonti

The Email Services Team has confirmed an issue with email delivery with the following domains: AT&T, BellSouth, Comcast and AOL. The email delivery issues were initially reported on 9/11/2013. As of 9/18/2013, delivery to the aol.com and comcast.net domains has improved. However, we continue to see issues with delivery to att.net and bellsouth.net domains.



Please know that we are working diligently to resolve this issue. Our Service Delivery Operations group is working in conjunction with the Email Services team to deliver client updates using our notification system, and plan on sending a follow-up message once the issue is resolved.



We appreciate your patience and understanding while we work toward resolution. For all inquiries, please reference BEN # 2689 and Knowledgebase:BB743596.



Regards,


Jen Leonti

Jen Leonti

Update as of 9/25/2013 7:28:42 AM PDT


The following message was sent to organizational primary contacts as a part of the Blackbaud Event Notification system:



As promised, we wanted to share an update with you on the event that we alerted you about in our previous email, affecting the following product(s): • Email Services



During this event, you may continue to experience mail blocking for ATT.net and bellsouth.net domains. Please note that blocking for AOL.com and comcast.net were removed last week, per our prior communication. We are working daily with our partners and vendors to attempt to remove the blocking for ATT.net and bellsouth.net. Please know that we are working diligently to resolve this issue. We will continue to provide you with regular updates on the status of restoring your service, and will send a follow-up notice once this issue has been completely resolved. We appreciate your patience and understanding while we work toward resolution.



Action Required: Please forward this message to all key users at your organization. Our Support team is aware of this issue and appreciates your patience while we work toward resolution.. For all inquiries, please reference BEN # 2689.

Andrea tmp

Has their been an update to this issue? I just sent an email out yesterday (10/31/13) and all swbell.net recipients were blocked.

Jen Leonti

Hi Andrea,



The email bounce issue documented in BEN #2689, and in Knowledgebase solution BB743596, was confirmed to be resolved on 10/7/2013. The final update on the BEN communication and the KB were:


11:14 AM EDT - The email deliverability issue has improved for all four domains, Comcast, AOL, AT&T, and BellSouth. AT&T and Bellsouth.net removed the block on 10/5/2013 at 1:00 AM EDT. We have confirmed that delivery rates are back to normal for all four domains.



There is a new issue open with StrongView to work on improving deliverability to AT&T & BellSouth. The new BEN alert number is #2894, and client communication was sent on 10/29/2013. We will send notification out to all clients affected once the issue has been resolved, and sending rates have returned to normal.



To minimize the risk of being marked as a Spam sender by the receiving ISP, please follow the the instructions in the Email Best Practices Guide.



Thank you,


Jen

Andrea tmp

I actually had a secondary question/issue related to this, which is that I don't believe I'm receiving these Blackbaud Event Notifications. How/with whom should I address that?

Jen Leonti

Hi Andrea,



Blackbaud Event Notifications are sent to users designated as a primary contact for their organization. Please see Knowledgebase #BB326139 for instructions on how to change a user's role on www.blackbaud.com.



Thank you,


Jen

Jesse Hall

Still noticing this with AOL users:



Blocked Address. The recipient reported a previous message from your organization as spam.



The majority of bounces are from AOL accounts

Karen Badham

Hey Jesse,



This was for an issue several months ago, so if you're noticing bounces we'd like want to make a case on case central (https://www.blackbaud.com/casecentral...) and investigate it.