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Gmail blocking Emails sent from Nildram, Gotadsl etc

JeffreySmith
Conversation Starter
Message 95 of 95

Apparently, Gmail made a change very recently that causes emails to be blocked if the sending domain doesn't have an SPF record.

 

The error detail is:

Hi. This is the qmail-send program at apm-internet.net.
I'm afraid I wasn't able to deliver your message to the following addresses.
This is a permanent error; I've given up. Sorry it didn't work out.

142.250.27.27 failed after I sent the message.
Remote host said: 550-5.7.26 This message does not have authentication information or fails to
550-5.7.26 pass authentication checks. To best protect our users from spam, the
550-5.7.26 message has been blocked. Please visit
550-5.7.26  https://support.google.com/mail/answer/81126#authentication for more
550 5.7.26 information. z21-20020a17090665d500b006d1ddb409bbsi6577603ejn.234 - gsmtp
STARTTLS proto=TLSv1.2; cipher=ECDHE-ECDSA-AES128-GCM-SHA256; subject=/CN=mx.google.com; issuer=/C=US/O=Google Trust Services LLC/CN=GTS CA 1C3;

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94 REPLIES 94

cookp1
Conversation Starter
Message 21 of 95

I had a call today from Jane Hanby who has taken over my complaint from Stewart, who, as you say, has left the business. It would make sense for both of these cases to be handled by the same person but Jane did say that she was aware of other cases similar to mine.

 

As regards the comments from Gordon, we already know that adding an SPF record at the parent level will NOT work. The records need to be added for individual subdomains. That said though, as we’ve suggested before, they really don’t need to do it for all 90k+ subdomains, just the ones that are being used to send emails. And even easier, just do the individual subdomains that customers have raised issues for in the short term, then tackle the others as a secondary fix. Let’s hope Gordon/Jane can make some quick progress with the individual approach!

 

 

PhilC
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JeffreySmith
Conversation Starter
Message 22 of 95

Further Update....Stewart has left TalkTalk Business! The new man is Gordon Campbell.

 

There are over 90,000 sub domains for f2s.com. I am currently trying to find out how to add a record at the parent zone but this has not been possible so far. If this does not work we would have to figure out a quick way to add an SPF record to all the sub zones. I have taken forward the suggestion that we add the SPFD record just to your account, along with the others who have raised the same concern and we will take if forward from there.

Gordon Campbell
Customer Experience Team | TalkTalk

 

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cookp1
Conversation Starter
Message 23 of 95

Ultimately they need to add DNS TXT records for the subdomains that are sending emails. There are a variety of admin tools that facilitate that sort of change, most of them GUI tools, but there are some command line utilities. The only reason they might need coding is if they’re scripting multiple changes via one of the command line utilities. Unless they’ve got dozens or hundreds of users complaining about our issue they really ought to be concentrating on getting the few of us sorted out in the short term. For a few changes it must be very straightforward to use GUI tools to create the DNS TXT records. Based on my own experience in the past I’d say a couple of minutes tops for each subdomain.

 

If they want to put a solution in place for every subdomain then they can script something for use in the longer term. But *@#][!![]'#[@#]!* why can’t they just get on and sort us out?!

 

Grrrr….

PhilC
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JeffreySmith
Conversation Starter
Message 24 of 95

Yes - It surprised me and suggested they are doing a redesign of some coding?

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cookp1
Conversation Starter
Message 25 of 95

Can’t understand why they need a unix/Linux specialist to make an edit to a DNS record. 

PhilC
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JeffreySmith
Conversation Starter
Message 26 of 95

Tedious I know but latest update this time from Kit on nonprogress...

 

I would like to give you an update regarding with this case. I can now confirm our team from Linux and Unix Specialist is working on this case and once we received an update I will send you an email right away.

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JeffreySmith
Conversation Starter
Message 27 of 95

And we also have a completely new Case number in Calum N (SME) email!  The 4th Case number on the problem ths far!

 
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JeffreySmith
Conversation Starter
Message 28 of 95

"I'm just getting in touch as we're still investigating this with our higher department and awaiting their response on resolving this issue, as we have had to escalate this."

Well the excuses and platitudes continue from a new TTB person ... Callum N , SME (???) Customer Services, TTB to join the long line ...Kit, Stewart, Hazron in never actually saying or doing anything productive that gives you any confidence that they are even adressing the problem seriously!

 
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JeffreySmith
Conversation Starter
Message 29 of 95
Of course nothing useful back from Mondays engineer meeting - although not surprising since it subsequently turns out that Stewart had not understood that the Emails were being bounced with a return 'Message authentication fail...etc' and just thought they were not being delivered!!!
 
I get the impression that TTB as an organisation, and particularly Stewart Anderson and Kit etc are deliberately trying to annoy us by not doing anything that they promise to do  -  phone calls not made as and when promised, no information as to what is happening to resolve our case etc.
 
Our first personal complaint was in an email to Kit Rodrigo of 12 May and, despite further requests, have still not had a personal acknowledgement.  These requests include numerous emails FAO Tristia Harrison, who needs to take proper ownership of this matter.
 
To remind you of what TTB customer complaints code says in 5.3:
 
‘The CEO’s office try to respond to every complaint received within 5 working days of receipt.  You will be assigned a dedicated person who will own your complaint and keep you fully updated.’  This hasn’t happened in any shape or form and we have insisted that they now follow their own code, which they have completely ignored.
 
Finally, we have asked them to do what they should have done weeks ago and treat this matter seriously and professionally.
 
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JeffreySmith
Conversation Starter
Message 30 of 95

Todays Bulletins:


Kit Rodrigo -

"I talk with our IT specialist earlier and I can confirm they are working it. Since there are over 97,000 sub domains for f2s.com they are unable to add an SPF record for every one of them. However they are looking for better resolution to fix this as soon as possible."

 

Stewart Anderson -

"David (presumably one of the expert engineers?) advised that the main issue is getting access to edit the SPF records and the PTR needing to be edited which we are already aware of"

 

 

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JeffreySmith
Conversation Starter
Message 31 of 95
For a professional organisation, TTB seem an absolute disgrace! Despite repeated prompts to Stewart, Kit, Hazron, Tristia etc and the others they have not even had the courtesy to report after the Monday meeting on their plan of action. Clearly, they dont understand that when they give an undertaking to contact a customer on a particular day, they keep that promise and make the call. We were told by Stewat that an important meeting was to take place on Monday morning and he should have been in contact immediately after that meeting. We are still to receive an acknowledgement to our complaint under Talk Talk's official disputes procedure.
 which provides for a specific period for TT to contact us on how they propose to deal with the complaint. I guess are next step will be contacting CISAS. And otherwise a personal visit to the Salford office to try to speak to someone who will take this matter seriously!
 

 

 
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cookp1
Conversation Starter
Message 32 of 95

A REQ is likely to be a ‘request’ , in service management terms it’s a request from a user for something to be provided. In this case it’s probably something they need to have in place to justify the change they want to make, i.e. the SPF TXT record they need to create.

PhilC
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JeffreySmith
Conversation Starter
Message 33 of 95

They have raised a new ticket (or jobsheet) indexed by REQ (which I assume means Required) and two supposedly highly ranked senior engineers of Network Systems Mail Group will be meeting Stewart at 11am on Monday. The purpose seems to be something around looking at the problem although recent Emails only refer to looking at a plan of action or agreeing a timeframe in getting this matter resolved. This is the first time in 4 months, that anyone appears to be prepared to do something, although the only TTB guy who supported the legacy TTB email domain has left, so I have no great confidence in them achieving anything. Certainly seems that Trivia Harrison has tried to raise some urgency on this matter...

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Message 34 of 95

To All for info.  Hazron is also looking at my (re)opened case , this time TTB say it won't be closed unless a satisfactory resolution has been reached . Incidentally I have been unable to create a login with TTB support as my account number ( 500xxxxxxxx etc ) is not recognised. 

JeffreySmith
Conversation Starter
Message 35 of 95

Yes - I just checked the account  - the number is still that same number...so I have no idea to what he refers!

 

JeffreySmith_0-1656071948355.png

 

cookp1
Conversation Starter
Message 36 of 95

@JeffreySmith

just checking whether you are aware that you can view your cases via the supportcentre at https://supportcentre.talktalkbusiness.co.uk/home if you have a login? That will enable you to check whether a case has been closed. In this instance I suspect Hazron has made a typo and should have been quoting two different references. The system won’t have generated two cases with the same number because the number is almost certainly the primary key for the case record in their system management database. 

PhilC

JeffreySmith
Conversation Starter
Message 37 of 95

Stop Press:

Tristia Harrison (CEO) has just written an Email on a chain several deep to the Manager of the Network team Michael Waugh asking for a Resolution Date for this problem.  Meantime,  I am told that the one person who had access to the legacy domain has left the company so nobody knows hw to logon to the legacy system to do the SPF change or whatever!!

Don't hold your breath!

JeffreySmith
Conversation Starter
Message 38 of 95

Todays Email from a new player Hazron of Domain Admin team:

 

I hope you're doing well. We apologise for any inconvenience this has caused and we are making every effort to resolve this issue for you. Also, I can see that you still have an on going case 08960949 I will close this case as duplicate and please refer to this case number 08960949 for any updates regarding with your issue.

 

Words fail me as to how any system can generate two cases with the same number?????

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cookp1
Conversation Starter
Message 39 of 95

I must admit I’ve made the assumption that TTB adhere to ITIL service management standards, which I think are pretty much industry standards. 

…but nothing would surprise me… 😕

PhilC
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cookp1
Conversation Starter
Message 40 of 95

Quite agree. From my recollection of ITIL service management processes they may well have raised an internal problem record to address the issue for everyone and that should probably reference all the individual incident records (cases from our perspective), but that does not mean they should be closing all those incidents. The incident records are a means for the customer to track progress through to resolution so must be held open until the customer is satisfied that the remedial action has actually solved the problem.

PhilC