Hello,
I am writting in regards to an issue that has been ongoing for a while with our cloud server solution and we haven't been able to find any error on our side.
To shed some light on the situation we have an IP range of 185.119.216.0/22, currently we have the range of 185.119.216.0/24 in production on our cloud server providing mail server solution to our customer. Our customers complain almost every day that they cannot deliver emails to certain recipients - customers using symantec blacklist. Every day we have to delist a certain IP from this range from your website http://ipremoval.sms.symantec.com/lookup/ in order for our customers to be able to reach users of your product.
My question is why is it being blocked and if there is anything we can do on our end? Can you do something on your end? I tried contacting your support yet we had no proper response since we don't use your product and we were refused to be transferred to anyone from technical support. The only response we got was to contact our customers to contact their customers to whitelist their domains. As a system administrator I have a rhetorical question - what is this solution? It does not make sense in any sense of system administration, that would actually mean asking our customers to send emails to thousands and maybe hundred thousand or even milion emails addresses (thus resulting in even more spam) and ask them to whitelist them? Even potential clients that could be using your product? Such solution is unacceptable.
I just read another post about similar issue (we don't seem to be the only ones having this issue with your blacklist and exactly the same problem). We acquired this IP range from USA and I believe (based on some previous posts) that this could be an issue with historical bad repution of this IP range? Can you confirm this please? If that is the case and we provide information about acquisition of this IP range at some point, will you be able to reset some kind of threshold for what is spam and what not? We have system monitoring on spams therefore there should be the least amount of spam, maybe none at all.
I would deeply appreciate your collaboration on this because it is severely affecting our business and your "technical support" was not helpful at all. We need a system solution or information on what has to be done in order to avoid this except for whitelisting all of our domains throughout the whole world on every possible domain.
Please let me know if you need any additional information to investigate this issue.
Best Regards,
Marek Puverle
Icewarp Mail Server Administrator