Email Security.cloud

Hello,

I'm one of those unlucky ones who has received this error and cannot understand the reason behind it.

                   The mail system

<Name.Surname@city.ac.uk>: host cluster8.eu.messagelabs.com[
85.158.139.35] refused
    to talk to me: 501 Connection rejected by policy [7.7] 17909, please visit
    www.messagelabs.com/support for more details about this error message.

Final-Recipient: xxx;Name.Surname@city.ac.uk
Original-Recipient: xxx;Name.Surname@city.ac.uk
Action: failed
Status: 4.0.0
Remote-MTA: dns; cluster8.eu.messagelabs.com
Diagnostic-Code: smtp; 501 Connection rejected by policy [7.7] 17909, please
    visit www.messagelabs.com/support for more details about this error
    message.

My personal mail server is clean according to http://mxtoolbox.com and I would like to ask you to remove it from your internal lists too, if that's possible. The IP is 212.109.219.205 (mail.kachkaev.ru; kachkaev.ru).

Given that the threads like mine start once in just a few days, it'd be great if you gave people a slightly more organised tool to than this forum. It could be a form explaining what exactly is happening and asking to submit  an IP address of a mailserver affected. The tool could be made available not just for those who have registered on symantec.com as account creation takes quite long.

Cheers,
Alex

Hello Alexander,

Our threat analysts can review why your IP may be on an internal block list and work with you on getting it removed. To achieve this, you can send them an email at the below email address.

Investigation@review.symantec.com

When contacting them, I recommend you provide them with a complete NDR, an example of mail being said that is being rejected along with the sending IP as you provided above. Once received, they can investigate and take the appropriate action and provide you with feedback. Allow up to 7 business days for them to complete their investigation.

Regards,
    
Ben Beaulieu
Sr Technical Support Engineer

Unfortunately, after two weeks since sending an email to the address you mentioned, my case remains uninvestigated and my emails keep bouncing back by clusterX.eu.messagelabs.com. Please search for my name and last name in your inbox around March 3. The message was sent from gmail.

What would you suggest?

Hi Alexander,

It appears your IP address has found its way onto one of our Blocklists,

I have requested that it be removed, and once i have received this confirmation I will be in touch further to confirm

Kind Regards

Richard Brittain
Tier2 Senior Technical Support Engineer,
Symantec Corporation

Hi Alexander

This should now be resolved

Any further problems please let me know else feel free to mark this post as a solution

Kind Regards

Richard Brittain
Tier2 Senior Technical Support Engineer,
Symantec Corporation