Griping about Earthlink Email-and Being BlockedSomervell County Salon-Glen Rose, Rainbow, Nemo, Glass....Texas


 

Griping about Earthlink Email-and Being Blocked
 


7 October 2011 at 7:12:47 PM
salon

I went to send an email to a friend of mine today who has Earthlink mail. Of ALL the emails in the world, earthlink from time to time blocks me, for no discernible reason. In the past, I have sent a message, per their instructions to a block email with "blocked" and my ip in the subject line, along with the headers so that, presumably, some REAL person sees the message and acts on it. Usually within a day, my email is back to being fine.

I email this person with the earthlink account regularly so it isn't as if this happened some time ago and I just now noticed. Today, however, I went to send an email and got back an automatic response. It read.

Hello (my email)

Your host has been blocked because it is listed with one or more RBLs.

Please click on the links below and find out which RBL you are listed with and get information on how to get removed.

Cloudmark Sender Intelligence

http://csi.cloudmark.com/reset-request/

If you feel that the RBL listing(s) is(are) in error or that there is an exception in their listing that includes your IP, please reply to this email and include the necessary information.

Once you have been removed from the RBL, please send a new email to blockedbyearthlink@abuse.earthlink.net with

Blocked

in the subject line and your IP will be removed within 24 hours.

Regards,

--

Earthlink Abuse Department

blockedbyearthlink@abuse.earthlink.net

http://www.earthlink.net/about/policies/use.faces

 

First off, no idea what an RBL is (I know now because I had to go search for it on the internet), but went to the form. It was an obtuse form with a captcha that I could not seem to fill out properly after 3 tries. (The form, not the captcha). I decided that the form was intended for an ISP audience. When a form you are sent to STARTS with nomenclature that is not obvious, ther's a problem.S

Second, Earthlink is the ONLY email that is blocking me. But instead of THEM being the contact person to fix the problem, they think I should have to go find out for myself, through this 3rd party company, who is blocking me and THEN TELL THEM. Must... be ... kidding. Why does this become MY problem to fix?

I tried a couple more times to contact Earthlink and got the same bounces. So I looked up Earthlink on the internet and called their corporate office. Got passed to a man with an Indian accent-now he might not have been an outsourced person in another country, who knows? But he told me that a person always looks at the errors and he had never heard of the page I was being sent to. He told me to send him the emails but the problem, of course, was that earthlink was being blocked so I couldn't send him those emails either. I went to a google email just so I could send, he received and sent them on. (I have no beef with him, he was okay aside from the fact that he knew nothing about the cloudmark form)

Meantime, on twitter, someone from cloudmark, which is the company with the form, jumped in. He wanted me to email him. He told me

That page is intended for both ISPs and end users. There's nothing on that page that you should not be able to answer.

and

drop me an email at this user name .com; I can assist with your issue and explain why you're being sent to that page.

Arrgggh. How smug and offensive. I KNOW why I'm being sent to that page, because Earthlink apparently doesn't want to answer these questions directly any more and is using a 3rd party company to offload the spam. (And hasn't bothered to clue in the people doing technical support). I wasn't asking for technical support from Cloudmark, IN my book, you can't have a form for both high level people AND end users and if you have to explain how to use the form, you've missed the boat. I told him that I wanted Earthlink to talk to me, not him, because my problem is with Earthlink. Did this stop him? Oh, no, he came back with

That page asks for your email, name, company, IP, & the error you got. Which of those questions requires engineer-level knowledge?

I told him he doesn't get it, which is probably why HE also is not in customer service, because one doesn't vaguely insult one's customers.

I'm going to tell my friend that Earthlink blocked me again, that I recommend that she change providers and we use some other method to communicate. Because Earthlink's customer service stinks.

P.S. Saturday- you see below that someone from Earthlink made a comment and I have emailed him, through google email. While in google email, I looked to see if I had a reply back from the Indian gentleman who I spoke with yesterday. Nope. And my email to earthlink user is still blocked at this moment.

 

 


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Comments!  
1 - Stephen Currie   8 Oct 2011 @ 10:01:20 AM 

Hi,

I work at EarthLink with our Email group.   I just wanted to reach out and let you know we are looking into the issue.  Sorry about your experience.    If you could drop me an email to srcurrie@corp.earthlink.com that would be great.   Put "Attention Steve" in the subject.  

-Stephen



2 - salon   8 Oct 2011 @ 4:56:10 PM 

I have sent you back a reply via google email. As you might guess, I am unable to reply to you at your earthlink address from my regular email because earthlink has me blocked.


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