Forum Discussion

sjword's avatar
sjword
New Contributor II
5 years ago

Help! COX IP is blacklisted for SPAM and is affecting my email account.

Had some email issues recently, and got our web host (VeeroTech) to dig into the problem. They confirmed that everything was perfectly fine on our end of things, and found that our IP (assigned by COX) is blacklisted by SORBS DUHL and Spamhaus ZEN. They said it was related to COX's DNS servers or filtering. I do not use our email account for any sort of mailing lists or mass-mailers or anything like that at all. Specifically, our hosting support said:

"I cannot say, it's the IP provided by your ISP, not us or our IP. you would need to contact your ISP about that. So we're clear on this part, the IP that is blacklisted is not related to your hosting, it's the one assigned to you from your ISP and is being blacklisted. Your test email came through right to our inbox, it did not go to the junk folder. Both the SPF and DKIM pass with no errors, so it's my best guess that this is likely an issue related to your ISP."

Can someone please assist? I will provide our IP if necessary, but this all points to an issue with COX and is not something we can address. It must be addressed by COX.

blacklisted IP: https://mxtoolbox.com/SuperTool.aspx?action=blacklist%3a68.109.62.83&run=toolpage

      • sjword's avatar
        sjword
        New Contributor II
        5 years ago

        Hey Jonathan! That link doesn't seem to work for me. Also, I don't get any "error" messages. I am simply trying to have the IP assigned to us by COX changed at recommendation of our host, because they said it's on COX's end. We aren't getting an "error" code, but our emails are frequently being marked as "SPAM" and/or not being delivered to some recipients. We do not send out any sort of mailers or anything at all, just a few directly-written/sent emails a day to people we actually know and communicate with. Not used in any way that could ever be construed as spam or junk. This is why we're so aggravated.

  • sjword's avatar
    sjword
    New Contributor II
    5 years ago

    I haven't really had any sort of resolution here. Could I please get some assistance from someone at COX? I really need this issue resolved, as it's affecting my business but not being able to properly reply to emails.

    • Allan's avatar
      Allan
      Moderator
      5 years ago
      @Sjword, First, I recommend running a virus scanner on your devices to make sure that is not what is causing the issue. Once completed, I recommend reaching out to the blacklist sites directly that have you listed and request a removal from the site. (The sites are listed on the page you linked). Typically, they will list the reason as to why you were listed and how to remove your ip from the list. I recommend this procedure since changing your ip will not resolve the reason as to why you were blacklisted and may result in you being blacklisted again. -Allan, Cox Support Forums Moderator.
      • sjword's avatar
        sjword
        New Contributor II
        5 years ago

        Allan, that does not appear to be correct. We use Macs and don't do anything that would ever result in a virus; in fact, all of our computers have had MacOS reinstalled "fresh" several times over since this entire issue began. This issue has been confirmed to be IP-related by people much smarter than myself, and a quick Google search shows that several people have had similar issues with being assigned a blacklisted IP by COX (and many other providers). This is not a virus or malware issue, this is an issue with COX's IP and servers.

        I guess I'll just have to call COX and get them to resolve it, since I don't believe anything can be done via this forum after all.