on 28-10-2020 11:57 AM
We sent legimate opt-in bulk transactional email to our customers, but are currently unable to reach customers on TalkTalk. When attempting to do so, we receive an SMTP error along these lines:
554 cm9nec mx.talktalk.net VbnYkFIv5HMIX IP Blacklisted (TT103)
This IP address is not blacklisted by any major provider or DNSPL service, so we're not quite sure what to do next. Can anyone suggest anything please? Thanks in advance.
on 28-10-2020 12:20 PM
Hi Doodle1, it's entirely possible that many customer will have marked your mail as spam rather than unsubscribing from it. If they have we'll be blocking your mail. If you let me your sending address I'll ask the team if they can see why your mail is being blocked.
You can add the mail address to the private notes section of your community profile.
28-10-2020 12:20 PM - edited 28-10-2020 12:37 PM
TT103 indicates that your IP address is blacklisted on the TalkTalk Network because a lot of TalkTalk customers have marked your incoming mail as spam.
For customers that you believe to have opted in then you'll need to contact those customers via an alternate way and ask them to mark your mail in their TalkTalk Mail spam folder as not spam. This will notify the network filters that users do wish to receive your mailings for any that have inadvertently marked your mail as spam.
TalkTalk don't do whitelisting so no point in asking for your IP address to be whitelisted because that would seriously annoy any TalkTalk customer that has marked your mail as spam and seen a stop to the unwanted mail messages.
What you should do is make the opt-out very easy and clearly displayed at the top of any mailings. An opt-out should be a one-click easy stop to unwanted mail. TalkTalk customers do have the one click Mark as Spam option to use so you need to make your Opt-out option even easier to use and easy to see.
28-10-2020 12:05 PM - edited 28-10-2020 12:06 PM