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MissyKay

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SENT Emails Successfully Reaching bcc parties but NOT the intended "TO" recipient

 After adding my email “issue” to the helpful on-going

forums.cox.com/.../urgent-still-having-email-issues-post-your-email-status-here-refer-cox-support-to-this-thread

... I’ve decided to also post my email difficulties separately - in hopes of catching the attention of a Cox tech who is able to decipher the problem and offer a fix.

This issue is related to one I originally posted about a month ago:  https://forums.cox.com/forum_home/internet_forum/f/internet-forum/22880/trouble-getting-emails-sent-via-apple-mail-and-via-my-email-cox-net .  After changing the port from 465 to 587 (with TLS enabled) as suggested - and now ONLY accessing my email account via myemail.cox.net, I thought my email troubles were resolved as I would no longer get the pop-up message:  

! An error occurred inside the server which prevented it from fulfilling the request.

BUT... I’ve since learned that a large majority of my emails (not all) do not reach their destination.  They show up in my “sent” folder - but the intended recipients have repeatedly confirmed they are not received.   Since switching from port 465 to 587, I’ve made it a practice to bcc my husband’s work and Earthlink.net email accounts - as a check to see if my emails are getting out.  He receives the blind copies of my outgoing emails just fine - but the intended recipient doesn’t receive my email.  What makes this so hard to trouble-shoot is the fact that other emails to other parties go through without issue.  The only standout detail that I’ve been able to identify with two of the recipients who are not getting my emails is that both have Comcast accounts (one is in TX - one in PA).  Don’t know why this should be a factor - but throwing this detail out there just in case it helps shed some light on how I can fix this.   

Will also add:  I spoke (by phone) with a Cox IT Support tech again this morning about the issue above - was told I should go to the web site:  spamhouse.org and enter my IP address and request it be "delisted" - as that was potentially the reason why my emails were not being received by my contacts whose email addresses were through Comcast.net.  Not an IT person, myself, but registering my IP address to be "delisted" through spamhouse.org doesn't seem like a step one should have to take simply to ensure a typical, day-to-day email exchange with friends.

Would welcome feedback on this particular email “sending” issue as well as the spamhouse.org suggestion by Cox.  Thanks in advance.

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Becky

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Hi MissyKay, you mentioned that you now only access email via Cox Webmail (myemail.cox.net). What type of device do you use when accessing Webmail? (Examples: laptop/desktop computer, tablet, mobile phone, etc.) For sent email that isn't received by the intended recipient:
1. What domain names (other than Comcast) are affected?
2. Do you include any website URLs in the body of these emails, or in your email signature?
3. Are the intended recipients saved in your Contact list?
4. Click on the Webmail Settings icon and select Settings. From the left-hand menu, click on the down arrow next to Inbox to expand the options. Click on Filter Rules. Do any of your Filter Rules impact outgoing/sent email?
-Becky, Cox Support Forums Moderator

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MissyKay

New Contributor III

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29 Messages

Becky -

I use an iMac - the only computer in the house - to email.  I do not email via iPhone or iPad, etc - just the iMac.  We are the simplest and basic of set-ups - no hubs, routers, wireless, etc.

1) I've only been able to ascertain there's a link with unreceived emails to Comcast users.  However, I have sent other emails to people to which I've never received a reply. Since these folks are not my usual contacts - 'tis hard to know for sure if they never receive my messages (thus, falling in the Comcast camp of recipients) OR they got my email and simply failed to provide a courtesy reply.  

2) there are no website urls in the body of my emails and I do not use a signature with emails.

3) Yes - recipients have been looooong time contacts and are in my contact list. 

4) clicked on the Webmail Settings per your direction and observed two grey shaded lines (tried to insert a screen shot - but wasn't able to) under the Heading Mail Filter Rules.  The first grey-shaded area reads:

= Blocklist

The second grey-shaded area below that reads:

=  Edit  Disable .... Trash

Hope that's clear enough to answer your query as to whether any of my Filter Rules impact outgoing/sent email. 

Thanks for following-up on my post.  I'll check back in later to see where this feedback leads.

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Becky

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Hi MissyKay, disregard "Blocklist" underneath the "Mail Filter Rules" heading. In the second gray-shaded area, click on "Edit." The rule name, condition(s), and action(s) will be displayed. Does the rule pertain to outgoing mail? -Becky, Cox Support Forums Moderator

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MissyKay

New Contributor III

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Hi Becky - Under "Edit Rule" the block for "Rule Name" is blank.  There are, however, two separate entries under Conditions / Header / Contains.  Both entries under "Contains" have no relationship to the contacts who are not receiving my emails.   Thank you.

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MissyKay

New Contributor III

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Hello - hello there Cox moderator support folks - I provided my reply - please respond in kind.

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Becky

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Hi MissyKay, I believe I have replicated the issue where an email sent from an @cox.net address via Webmail to an @comcast.net address does not arrive at its destination. I was able to test this yesterday by sending test emails from my @cox.net email account to two different @comcast.net email addresses. The friend/owner of the 2 @comcast.net addresses reported that neither of my emails arrived in her Inbox, trash, or spam folders. I'm going to submit an escalation ticket to our email administrators for further investigation. So that I can include your information in the ticket, please follow the steps below to gather and email me (Cox.Help@cox.com) the details listed below.

Log into your Cox Webmail Inbox and click on the Sent folder (sometimes called Sent Objects).
Click on the most recent email sent to an @comcast.net email address (that you know did not arrive at its destination). The email will open.
On the right-hand side of the email, click on the More Actions icon (three horizontally stacked lines), and then select View Source. A pop-up window will open.
Click once in the gray-shaded section of the pop-up window.
On your keyboard, press CTRL and the letter A at the same time. Everything in the gray-shaded section will turn blue.
On your keyboard, press CTRL and the letter C at the same time. This copies the text.
Click the Close button to close the pop-up window.
Underneath the top blue bar of your Webmail window, click on the word COMPOSE.
Click once in the body of the email, and then press CTRL and the letter V at the same time. This will paste the text into the body of your email.

Do this for each of the @comcast.net email addresses have not received your sent mail. This will provide me with a large amount of data for our email administrators to review, and will hopefully expedite a resolution. It may take 4 or 5 days, but as soon as I have further information, I’ll let you know. -Becky, Cox Support Forums Moderator

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