Email Security.cloud

I have moved away from Messagelabs and re-pointed my MX records. Since then I have had several clients receive bounce-backs when trying to send e-mail to me. I am sure that these affected clients are with Messagelabs and there is some sort of internal error. I have been on the phone and given several different email addresses, I need to know how to cancel and completely remove my domain from MEssagelabs infrastructure.

Any help/advise would be great. Thanks.

Hi aidanbc,

Generally this indicates that you have changed your MX Records, but have not removed your domains from our infrastructure.  If a recipient on an outbound mail from one customer is sent to a domain is registered on our system, we do not deliver via MX Record, because generally that would just give the mail back to us.

Note that even if you contacted our order services team to cancel, we do not automatically remove your domains until the end of your current service term, unless requested to do so.  The cancellation request can be sent to CLD_Cancellations_MLABS@symantec.com, be sure to advise you want the domain(s) removed immediately.  Note that this only applies if you are a direct customer.  If your services were purchased through a partner, you would need to cancel with them.  I would also note that these requests can take a few days to process.

The quickest and easiest ways to resolve the issue are to log into the client portal at https://clients.messagelabs.com and then either:

1) Under Services, Domains, delete the domain(s).

2) Under Services, Inbound Routes, "add and check new" your current MX Record and then promote it to primary

Either of this will result in mail going to the correct server within about an hour and then the time that the cancellation process takes won't delay getting your mail flowing properly.