Anyone else experiencing increases in soft bounces?

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Hillary Truslow 2
Hillary Truslow 2 ✭
Eighth Anniversary
in Blackbaud Luminate Online® & Blackbaud TeamRaiser® Discussions

We have been working with support already but also curious if others have been experiencing an increase in soft bounces on their emails. We have seen an increase in soft bounces since March and now spam complaints in recent weeks.

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  • Mimi Plato 3
    Mimi Plato 3 ✭
    Name Dropper First Anniversary First Reply September 2024 Monthly Challenge

    @Hillary Truslow We've seen a dramatic increase in soft bounces from Comcast emails for months. Blackbaud support has not been very helpful addressing the issue. We think it's a throttling issue. As a result we are having to segment out Comcast emails in all of our large emailings and then send to them in small batches. That has helped but it's such a pain. We wish that Blackbaud would be more proactive in addressing this issue.

  • Philip Nawrocki
    Philip Nawrocki ✭
    Ancient Membership Facilitator 3 Name Dropper Photogenic

    @Mimi Plato @Hillary Truslow
    We have been experiencing deliverability issues since last December. We have put into place extremely targeted sending. We did rebuild our Comcast reputation, but now all we see is Soft Bounce, server too busy errors in the report.

    There definitely seems to be an issue on the LO side. We have been working with support as well, but haven't been able to ‘crack the code’ on why this is happening.

    We are using every engagement factor, even manually removing certain soft bounce emails.

    Just wanted you to know you are not alone.

    Phil

  • Christopher McBriarty
    Christopher McBriarty ✭
    Name Dropper First Anniversary First Reply September 2024 Monthly Challenge

    @Hillary Truslow Yes, adding a comment to share as the others say, you aren't alone! I reported to support a few months back and ultimately landed on creating a group to exclude all Comcast emails. As it's not on individual accounts, it's got to be a larger Luminate issue with Comcast. Hopefully, they address ASAP.

  • Hayley Adams
    Hayley Adams ✭
    Ninth Anniversary Facilitator 1 Name Dropper Photogenic

    @Hillary Truslow We also are experiencing increased soft bounces with comcast as well. Have you found anything to help resolve this?

    We also have seen an issue with bellsouth and att email addresses being delivered when we use the ‘ in our sender name. As long as we do not use the ' in Children’s for our sender name we will hit the bellsouth and att email addresses.

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