E-mail to SMS being blocked due to suspected SPAM

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Userlevel 3
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Okay thanks for letting me know it is working.

SMTP email requires spam filtering, which is globally and dynamically subjected to filter changes based on global spam trends from top spam reputation lists and content phrase databases. IP's and SMTP host reputation also plays a factor in pass/fail for email in addition to content.

Grammar, alphanumeric phrases, volume, and CAPS LOCK contribute to spam scoring properties.  Email is intended for casual quantity and over-extending volumetric limits may result in blocking. These are industry standard methods to thwart spam attacks that have increased in the last decade.

We did finally get this resolved. A few key points:

  • @ @tmo_amanda was correct - we needed to get whitelisted. However, finding the right people for this was nearly impossible as it seems no one in tech support has any clue what that means, and the doc number was apparently not helpful.
  • I tried calling tech support as well as opening a ticket via twitter. Both of them directed me back to support here on this forum, which was not useful.
  • We were asked several times if we had a business account and had to explain repeatedly that these are messages going out to people's personal devices, so a business account wouldn't help us even if we had one.
  • Our CIO finally managed to contact T-Mobile people through LinkedIn and other channels who finally connected us to someone high enough in the support chain who unblocked us. We never got any information on why we were suddenly blocked, so it seems possible it could happen again.
  • I'm glad it's working for us again, but my suggestion is that if you're going to have such aggressive blocking, you should really have a more clear path for people to get whitelisted.

Hi @srickar​ - it took a few weeks, but we finally got in touch with someone high enough in the tech chain who whitelisted us. Unfortunately, no one was able to really explain why it happened or give any real assurances that it wouldn't randomly happen again. Thanks, though.

@srickar​ - I'm also having issues with sending messages to T-Mobile phones via the e-mail to SMS gateway.  My messages are getting a 550 - permanent failure.  I noticed that you had recommended that others with the same problem follow you and communicate directly, so I went ahead and did that.  If you could approve my Follow request, I'll send you the details directly. Thanks!

Other info...

It appears that my SPF is set up correctly.

I can send to other mobile services (AT&T, Verizon, etc.)

Userlevel 3
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Hi @ffit37129​ are the message still blocking? I dont always check this forum, but follow me and I can follow back so that you can send me details. For faster support, f its a public domain, just type it here and put a space between the domain(dot).com and I will look for blocked content and get it corrected. Thanks!

Thanks, but it's not a business account - these are messages being sent to personal devices.

Userlevel 2

If yours is a business account - you should have a rep to directly deal with.

Userlevel 4

Thanks for getting back to me. It sounds like we need to whitelist the domain. The only way to do this is via tech support or T-Force (Facebook/Twitter) and you'll need to refer them to doc# 433442 on steps with how to file the ticket.

Just to clarify, I can send the exact same message to my personal gmail account, and the gmail e-mail headers clearly state that SPF passes and that the sender is designated as permitted.

Thanks for that info, but that did not work. We have verified our SPF policy on the outgoing mail server is valid and even tried routing through a totally different server, but we are still being blocked and have no idea why. I have not heard back from tech support.

Userlevel 4

Thanks for the handy info, @ffit37129​! I just sent a private message your way to provide more info. You can check your inbox here.

Yes, I do have an existing ticket. The number is 19367035. Thanks for your help!

Userlevel 4

Hey, @ffit37129​!

I've seen an uptick in situations such as yours. It's possible that your company's domain just needs to be whitelisted. While I don't have the answers to why the sudden change, there is a ticket that can be filed. I know you've already worked with our tech support a few times with no luck.  Do you happen to know if a ticket was previously filed?