Rejected messages
It appears the new spam filtering service Cox is using (cloudfilter.net) is blocking a lot of valid mail. I would like to know where our individual portals and addressbooks are that we can configure ...
Forum Discussion
Hi Phuhque, your ticket was escalated to our email administrators. As soon as we get further information, we will let you know. -Becky, Cox Support Forums Moderator
I have an existing ticket with Tier 2. The ticket has been open for more than 48 hours and still no response from them, so hopefully this public posting will raise the awareness of the issue.
Without much adieu, I still have yet to hear from Cox on my issue, and ended up having to take matters into my own hands. I reached out to their AntiSpam provider, Cloudmark, directly. After explaining what the issue was, and providing them information from bounces I received, I got at least an exception put in place. Seems they are implementing SPF Hard fails poorly (in my opinion) and that is what caused my messages to be bounced. I still have not received any emails from most of my financial institutions I do business with so am still out on those results.
What Cox NEEDS to do is be timely in their support. That and provide end users with an antispam portal wherein we can adjust the thresholds and maintain our own whitelists.
They also need to actually reply back to open tickets. Right now, I can say the interaction I have had with Cox on this issue ranks down there close to the level of being flat out being ignored. I had to essentially do their job for them.
If it weren't for the fact I actually do understand how email works, I would still be sitting there with rejected senders.
- Hi Phuhque, I apologize for the delay! I reached out to our email administrators and requested an update on your ticket. The ticket doesn't mention you are missing emails from your financial institutions. Email my team at cox.help@cox.com to provide us with the email addresses of the financial institutions from which you are no longer receiving mail. Be sure to also include your full name, address, and a link to this thread in your email. -Becky, Cox Support Forums Moderator
I too am having the exact same problems as Phuhque and many others I'm sure. I also have 2 tickets at the tier 2 level and have heard nothing and am still not receiving certain important emails and they are being kicked back to sender. I don't believe it matters what email addresses they are with ANYONE! The problem simply needs to be repaired. We pay COX way too much money to encounter an email receive problem for over 2 weeks. Thanks Becky. We all hope the issued is resolved soon. Customers email reliability is very important and I, for one, should not have to use an alternate email address when the one I have has been my main email address for over 15 years! Cox technicians PLEASE HELP!
