Charter.net emails hard bouncing

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shelley
shelley ✭
Ancient Membership Facilitator 1
in Blackbaud Luminate Online® & Blackbaud TeamRaiser® Discussions

I sent an email a week ago and noticed a large number of Hard Bounces. I ran a report to find out what happened and found that most if not all of the charter.net email addresses Hard Bounced. Has anyone else had this issue with Charter.net. Any suggestions for how to get around their blocks.

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  • BillPease
    BillPease ✭
    Ancient Membership First Reply

    Convio generally gets consistently good inbox delivery at Charter (93% inbox average over all clients mailing to charter in last 60days), but individual client campaigns are on occasion blocked, presumably due to a spike in spam complaint rates. Looking back through our monitoring, there appears to have been more variable delivery results at Charter during the week of February 20. Unfortunately, Charter users have the ability to designate messages as spam by clicking on a "Report As Spam" button but there's no public feedback loop that sends these complaints back to Convio for removal processing.

    Be sure to let your account manager know whenever you have suspicions that a message has hit a delivery barrier and resulted in spam-policy hard bounces against your list. If these addresses have been marked undeliverable (due to two successive hard bounces from Charter), their delivery status can be reset.

  • shelley
    shelley ✭
    Ancient Membership Facilitator 1
    BillPease :

    Convio generally gets consistently good inbox delivery at Charter (93% inbox average over all clients mailing to charter in last 60days), but individual client campaigns are on occasion blocked, presumably due to a spike in spam complaint rates. Looking back through our monitoring, there appears to have been more variable delivery results at Charter during the week of February 20. Unfortunately, Charter users have the ability to designate messages as spam by clicking on a "Report As Spam" button but there's no public feedback loop that sends these complaints back to Convio for removal processing.

    Be sure to let your account manager know whenever you have suspicions that a message has hit a delivery barrier and resulted in spam-policy hard bounces against your list. If these addresses have been marked undeliverable (due to two successive hard bounces from Charter), their delivery status can be reset.

    I checked my reports and the week that I got the flood of Charter.net hard bounces was the week of Feb. 20th.

    Since I know that these emails are not bad emails and hadn't bounced before can I adjust them myself by opening up the constituent profile and changing email status to good. Does that work? I noticed that when I did it it would bring the Hard Bounce count back down to 0.

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