Verizon - blocking our customers
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Hi,
I work for an Australian ISP.
We provide services to business customers - which means every one of them has a dedicated, static IP address.
The entire IP address block that we own, appears to be blacklisted by Verizon. Not just one or two addresses, the entire /22 range.
Any of our business customers attempting to send email to users connected with Verizon are greeted with the following bounce:
571 Email from xxx.xxx.xxx.xxx is currently blocked by Verizon Online's anti-spam system. The email sender or Email Service Provider may visit http://www.verizon.net/whitelist and request removal of the block. 120716
Needless to say, this hurts both us, and the businses customers of Verizon. The fix seems easy - fill in the form at that address. Unfortunately, doing so doesn't appropriate. Firstly, although the form is entitled "ISP Form", information there isn't really appropriate to an ISP. When being asked to list IP addresses "one at a time, separated by comma", there are 1024 addresses to fill into a short field. List all our domains? How can the ISP list the domain of every customer we service? Likewise for "Do you use SPF" - well some of our customers do and some don't.
Regardless, I have attempted to fill the form in listing one IP of a particular customer, to see if we could at least resolve it for them. Several days later, the following reply came back:
After investigation, Verizon Online Security has determined that e-mail from your IP address will not be allowed access to the Verizon Online e-mail domain due to one or more of the following reasons:
Your IP has been blocked because of spam issues or because your ISP indicates that it is dynamically assigned
No Reverse Hostname associated with your IP address.
Since the form doesn't specify, we can respond to each of these issues individually:
- Spam issues: We have an absolutely zero tolerance approach to this, and have never had a single IP address of ours show up on any of the public blacklists because of this.
- ISP indicates it is dynamically assigned: We are the ISP, and we were never asked. Verizon don't seem interested in communicating to us about this.
- No reverse hostname: Provably untrue.
So where do we go from here? Several of our staff have made multiple attempts at contacting Verizon technical support, and international calls spanning over an hour have been pretty common recently. The end result is always someone sending us off to that same form. Attempting to visit the above issues always gets explained away with the advice that filling in the online whitelist form will resolve the issue.
We have asked to be escalated to higher level technicians or managers, and always been refused.
As the ISP, several of those complaints don't seem appropriate. If there was doubt as to whether the IP was dynamic, I would be the one to answer it. None of the public blacklists which officially list dynamic records list any of ours.
The form has no fields for any sort of "comment", and simply filling in the form again results in serveral days of delay followed by the same canned response, as it has over multiple occasions.
Emails to support addresses, whitelist@ and abuse@ all go unanswered.
We run a professional system, the reputation lists for Senderbase, Return Path and Barracuda list us with "Good" reputation on every IP in our range. Our customers can't understand the blacklisting and obviously neither can we.
Any help on this would be appreciated. We've bounced back and forth on this for roughly two weeks at this point and burnt countless hours attempting to get someone from Verizon to allow their customers to communicate with us.
- « Previous
-
- 1
- 2
- Next »
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Hi nalotel,
Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

- « Previous
-
- 1
- 2
- Next »