Issue Delisting IP

[Stefan Perovic]

Hello,  I am the administrator of the mail server that keeps having issues sending emails to some domains due to having a low reputation by Simatec, as it was confirmed to me by the receiving side's administrators.

I tried delisting IP multiple times here: https://ipremoval.sms.symantec.com/ipr/lookup , however that url does nothing.

The IP is: 116.202.19.211 
The server is running iRedMail, Has properly set reverse DNS, SPF, DKIM, DMARC, SSL Certificates and has a perfect score by email testers.

Could I please get help delisting this IP? Thanks

[Abs Bahloul]

Hey Stefan,

I have the same issue on my ip ranges, the IP removal URL just refreshes and appears to be broken, I have gotten it escalated with some recipients IT teams to push these emails through, but the problem still exists. (Emails are being accepted by the recipients, just being filtered from the inbox)

The worst thing about this is I called Symantec and was given this email [e-mail] which I have submitted a report over 5 days ago without a response.

I was advised over the phone there is no phone contact for the team who deal with these issues..

I initially sent an email to [e-mail] without any response too.

I was advised by a few recipients that there IT team got in touch with Symantec and got it resolved on their end within a few hours.

The issue is still present and I'm not sure what else to do here.

 

[Stefan Perovic]

Hello Bahloul,

Thanks for the response.
Is there maybe an update, did you receive any email responses so far?

I feel like Symantec doesn't care to support people that are not using their services, but if their customers cannot receive emails from legit mail servers they will just move away from Symantec for good.

 

Hopefully, there will be a response from Symantec employees here, I think the IP of my mail server may have had a bad reputation from whoever owned it before me. Only another solution I see is migrating the entire mail server to a different IP.

[Abs Bahloul]

Still nothing unfortunately. 

[Stefan Perovic]

Still nothing?  [e-mail] didn't respond? 

I honestly feel like I am trying to contact a company that doesn't exist anymore.

[mbmillecam]

This is a community-based forum and Symantec employees don't often trawl through here. Read the TN below on how to get your IP removed from the blacklist:

https://support.symantec.com/us/en/article.tech868...

Thanks!

[Stefan Perovic]

Hello mbmillecam,

The link you provided explains the process that I started with.

Submit IP on https://ipremoval.sms.symantec.com/ ,
Then request for someone to take a look at it. 
The issue is I think that page is abandoned as I have submitted it at least 10-15 times in a previous month and when I check I still get the following:

 

The IP Address 116.202.19.211 was found to have a negative reputation. Reasons for this assessment include:

• The host has been observed sending spam in a format that is similar to snow shoe spamming techniques.
• The host is unauthorized to send email directly to email servers.

[Abs Bahloul]

Hey Stefan,

The IP removal started working last night,  I literally spent 4 hours submitting each IP once more ( I did this previously a week ago )

All IPs have been delisted and have confirmed with end-users emails are being received.

Make sure you tick all options when sending the request. It took about 12 hours, when I checked the same IP to see it changed status.

Still, have not received a reply to my initial emails. Glad it has been resolved, but super stressful considering the lack of support to non-customers.

Hopefully, your issue will be resolved too.

 

[Stefan Perovic]

Thanks, Abs for letting me know,

I just submitted again ticking all the boxes as you said, hopefully, I will have a response in the upcoming day.

[Bruno Mendes]

Hi,

I have the same problem here.

I have a server with very low message volume that is daily listed at https://ipremoval.sms.symantec.com/ipr/lookup

Again I made the request. ticking all the boxes

 

I will wait.

[Abs Bahloul]

Update - IP's going back to being listed.

It's only a 24-72 hour band-aid fix to submit the range and honestly just takes too much time, I wish we had a better contact.

I was curious and investigated all mail sent to message labs for 48 hours, which took me a while and it was all legitimate mail.

Tried raising a support ticket but i was politely told we can't help you nor provide a contact as I don't have a product with Symantec..

Not sure what to do here :(



 

[Bruno Mendes]

Hi,

here it is also listed again.

 

I'm talking to the message recipient who uses symantec to whitelist my IPs.

[Abs Bahloul]

Did the same thing Bruce, but did not get me far.

Goodluck.

[Sym_Y]

Hello all,

 

Please note the https://ipremoval.sms.symantec.com/  site is not managed by the Email Security Cloud team, as it can also include listings by Symantec Messaging Gateway product.  Please follow the intructions therein for any de-listings.

If you believe your email has been stopped by email security.cloud error, see the following:

 

If you have seen your mail stopped with a 553 message filtered error this means we have deemed that mail to potentially be spam and have stopped it as such.

If you believe we have stopped this incorrectly and you are a Symantec Email Security.Cloud client please follow this process in order to address this issue.

https://support.symantec.com/en_US/article.TECH233678.html

 

If you believe we have stopped this incorrectly but you are not a Symantec client we can still assist you. Please follow the process in this link

https://support.symantec.com/en_US/article.TECH82881.html