E-Mail and Xfinity Connect Help

[Sue223]

Support emails are not working.  Just that newsletter made it to my email.

[Sue223]

Support emails haven't worked.  That is my original probelm with comcast mail Alex.

[Sue223]

Maybe it's time to find another internet, cable and email provider.

[ComcastAlex]

The systems that were blocked for sending spam should not be blocked at this point.  Please try to generate another email from their system and see if it gets through.  If nothing else, it will give us some data to try to pinpoint the issue further.

[Sue223]

theneopetsteam] The Neopets Team
Sent:	20/3/2012 12:04pm
Folder:	Inbox
Subject:	E-mail message has bounced!
Message:	A message you sent to mema22349@comcast.net was not delivered. The message from the other server is 'This email address has bounced in the past'. Check http://www.neopets.com/faq.phtml to find out what you can do to fix the problem.

[Sue223]

It has a different bounce back message now.

[ComcastAlex]

I would suggest you email their support again.  That message isn't from our email systems.  It sounds like since they failed to deliver messages to your account before, they've put your account on some sort of list and they won't try to send email to you until you contact them.  But I couldn't find a FAQ specifically related to your bounce message on their site.  I couldn't find a place to search their FAQ site either.

[Sue223]

I already sent 2 tickets in.  They responded to one of them that they were escalating the ticket to security.  It's in one of the posts on here.  The tickets say work in progress.  There's no sense in me sending a 3rd ticket.

[Sue223]

I now see that this is a lost cause.

[ComcastAlex]

I've done what I can on my end.  Until they act on your ticket, we can't ensure you're receiving mail from them.  They currently have you on some sort of list where they seem to not want to send you email messages.  If you open a third ticket, the situation has changed.  Someone may be able to fix the situation there without escalating the ticket.

[Sue223]

The bottom line here is that comcast is blocking mail from neopets.

Thanks for trying to help me.  I am going to talk to my daughter when I see her again about what is the best internet, cable and email provider I can change to.  I have always had comcast.  I think it's been about 14 years now and it's time for a change.  I pay a lot of money each month for comcast services and lately technical support has failed me.

Again, thanks for trying and have a nice day.

[ComcastAlex]

They're refusing to send the email to our systems.  We can't block something that never gets to us.  I'm not sure what else to tell you.  Our systems are waiting for them to send us mail, and they don't want to.  They don't want to contact me to help our customers receive their mail.  I've sent them numerous messages without a reply.

I do hope you'll reconsider and attempt to contact NeoPets again to ask them to re-send messages to your Comcast account.

[Sue223]

What's really funny is that Comcast allows all these political emails that are nothing but spam, yet neopet emails are blocked because they're spam...lol

[Sue223]

I've asked them multiple times to send emails, and they keep telling me you're blocking them because you consider them a spam site.

[ComcastAlex]

I've reached out to NeoPets again from three separate email accounts (not all Comcast), and we'll see what happens.

For what it's worth, we actively work with email senders to make sure that the email our customers want can get through.  That said, we do have our policies.  They may unintentionally trigger one of those policies.  I'd be happy to help them understand why they ended up blocked to begin with.  

Hopefully they respond soon.  Thanks for bearing with us, I know this is an unfortunate experience.

[Sue223]

Thanks Alex.  I just hope they respond to one of them.

[ComcastAlex]

Not much to update you on with this.  I emailed them from a fourth email (newly created on gmail) account to a number of different possible recipients at NeoPets and NickOnline (parent company).  I haven't gotten a response from anyone yet.

There are a few different things impacting their situation, but one of them is that they send a tremendous amount of mail to people that are no longer subscribers.  When this happens, they end up getting blocked for some period of time.  I did unblock their systems, but they were blocked again pretty quickly.

[ComcastAlex]

I wanted to let folks know that NeoPets has finally returned my messages and said they are interested in resolving the issue.  They've fixed parts of the issue, but some remain.  I'll update you as I have more details.

[Sue223]

That's absolutely fantastic Alex!!!!!  You have accomplished what no other has at Comcast.  I'm thrilled. :-)

[ComcastAlex · Accepted solution]

Okay, after a bit of back and forth from the NeoPets folks I finally got to talk to the right people and they've acknowledged that they have an issue, and they were already aware of it.  They were already in the process of moving to a new setup that should hopefully keep this sort of thing from happening in the future.  They think their transition will be done within a week or so, and Comcast has removed current blocks against their systems.

Sorry this took so long to resolve, hopefully this doesn't happen again.  Thanks for hanging with us!

[Sue223]

Thank you so much Alex.  I am finally getting emails from support and it happened at the right time for me.  I am so glad that you didn't give up on this issue.  You are the ONLY one at comcast email support that took all this time, so the issue would be remedied.  I am hoping your superiors see this post and reallize what a great employee that have.  Take care...Sue