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A note regarding upgrades and Network Evolution:
Customers will be notified by their preferred communication method (email or text) when upgrades are available in their area for a specific service address
No longer receiving some emails
On one of my Spectrum email accounts I have been consistently receiving an email newsletter from a reputable publisher at approximately 6:00 AM CDT for many months.
I have confirmed via the publisher's website that I am still subscribed to their newsletter.
Unfortunately Spectrum stopped delivering that newsletter to my inbox in early June.
The sender is hello@theatxtoday.com
Even though this issue is not a problem of abuse, I reported the problem to abuse@spectrum.net and have not received a reply. Meanwhile, I continue to be able to receive emails from other senders to this Spectrum account.
Please note that this newsletter is just one example - there have been other email subscriptions that also stopped showing up in early June. I confirmed that I am not at the email storage limit. I have not added any spam filters.
The newsletter is free, so I'm not optimistic I can get much help from the publisher, since I'm not a paying customer.
I am paying Spectrum but am not sure how to proceed with troubleshooting this issue.
Has anyone else seen a similar problem?
Thanks.
Best Answer
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What Edward said!
P.S.: heard that!
- same story
https://forums.xfinity.com/conversations/email/stopped-receiving-my-daily-emails-from-the-ny-times-and-the-washington-post/62310aa56c4cd02237d4674e ☹️ - issue determined and acknowledged by senders to be their bag
https://forums.xfinity.com/conversations/email/stopped-receiving-my-daily-emails-from-the-ny-times-and-the-washington-post/62310aa56c4cd02237d4674e?commentId=62e430b6a0df25227f881174 🙂 - solution confirmed
https://forums.xfinity.com/conversations/email/stopped-receiving-my-daily-emails-from-the-ny-times-and-the-washington-post/62310aa56c4cd02237d4674e?commentId=62e430b6a0df25227f881174&replyId=62e45b3aa0df25227f88122f 😊
0 - same story
Answers
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Hello @MrZuzz;
Welcome to the Community Forums. I can understand the concern about receiving the email message. Most messages that are being blocked will show in the Spam folder in our webmail. You can log into our email on www.spectrum.net and check the spam folder. If the message is there then you can report the message as not spam. It will go to our developers to investigate and verify it is not spam. If this is verified to be not spam then it will be removed from the list.
There is also a possibility that the message is not there. This can be caused by issues on the sending side. The most common cause is that their mail server may not have a proper PTR DNS record. The company who is sending may need to reach out to their email provider to ensure everything is setup correctly on their side.
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Hi Edward_T, thanks for the quick response!
I have been using Spectrum's webmail interface and I don't see the message in the Spam or Junk folder.Regarding the potential PTR DNS issue, one of the email newsletters that stopped showing up is from the New York Times. I suppose its possible the NYT has a configuration issue, but… it seems unlikely it would persist for multiple weeks since they have such a large subscriber base.
Is there any log information that Spectrum would be able to look at that would help debug this problem?Thanks
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We do not have logs available that we can look at to see if a message was rejected. The mail host of the sender will often receive bounce back or errors in their logs when a message is rejected. If they have this information then it can be helpful on identifying the cause.
Another thing that you can check to make sure you do not have any filters or forwarding setup in the webmail settings.
1 -
Many thanks to HT_Greenfield for the helpful response. That appears to be what happened to me as well. One thing to note: after the problem started, on the first login that I did to the web UI for my email account, the Spectrum web app displayed a popup message about how the account was disabled(!) because it had been inactive. That seems like a bug in Spectrum's software because the account has been recently both sending and receiving email messages.
In any case, if the account was temporarily disabled then emails to it would have bounced, which would have resulted in the email address being put onto a suppression list. I contacted one of the senders and have already received one of the newsletters that had been stopped! :D1
