niaboard

Hi all,

I have gone through the archives, but haven't stumbled on this problem before.

I cannot add or delete e-mail forwarding accounts. This problem started on March 17 or thereabouts. It may be coincidental, but it seemed to start at the same time that the shared IP address switched from 66.195.###.### to 72.29.##.##

All forwarding addresses to AOL accounts were deleted. I know that there have been problems here before. I have convinced many people to set up a POP3. I have three holdouts.

The problem has been fixed twice. The first time, I was told that I could forward to AOL accounts. When the problem is 'fixed' I can add a few forwarding addresses, then they disappear. Everything I add vanishes. I end up back at square one and can't add or delete forwarding accounts.

If I at least understood what is going on at Surpass, it would help a lot. If there are problems with the IP switchover, then I know they'll get that fixed. As it stands, it seems to me that customer support can't fix the problem. They've tried and failed twice. I am being forced to move to another vendor. At least the problem gets fixed that way.

Can anyone shed any light on this problem? Is it unique to me? Moving is a tedious, but it's rapidly becoming the lesser of evils.

Hugh

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ozzy

last i heard is that too many of the servers were being seen as spam servers by AOL so all forwarding to AOL accounts has been disallowed.

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ozzy
djodesigns.com
Server = kramer
"mi surpass es su surpass"

niaboard

Ozzy,

Thanks for the note. I thought too that the problem was triggered by forwarding to AOL accounts, but I don't see how that could be the case. In each ticket, I told them that the AOL forwarding addresses had disappeared. I was told twice that the problem was solved. If the problem was with forwarding to AOL, it should have been mentioned--unless, the support staff didn't read the ticket.

Here's a recent resolution to the problem.

"The issue has now been fixed.
The bounced mails was due to the incorrect rDNS setup and we have update it and now the mails are delivering fine.
And regarding the forwarders, you can delete and recreate it from the Cpanel and if the any of the problem persists please do get back to us with the forwarder, we will check it."

Do you know if the help desk in Australia or New Zealand? I ask because I start getting responses late in the evening (US Pacific time zone).

Thanks again Ozzy.

Hugh

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H

Ozzy is correct, Surpass has disallowed users to forward to AOL. This is because people were tagging the forwarded mails as spam and getting the Surpass servers blocked from AOL.

Unfortunately the only solution is to have them either use POP3, IMAP or a webmail client either provided in CPanel or one you install yourself.

The help desk is located in Orlando, Flordia for all I know; however, they have staff working 24/7 at the desk to deal with tickets.

niaboard

Thanks for the information. If indeed they do cripple an account every time a forwarding address to AOL is added, I'll just fire Surpass and move to iPowerweb. I would be annoyed to find out that my time was wasted by customer service. They frankly should have explained why the problem occurred, particularly since I told them what I was doing. I'll wait to hear back from them. But if it is a case that I got bad service, I'm moving elsewhere. Customers don't need patience when companies have competitors.

Hugh

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H

How is blocking forwarding to AOL "crippling" an account?

The reason it was put into place was because often Surpass servers were being blocked because of people marking some of their forwarded e-mail as spam.

It was posted here quite some time ago that forwarding to AOL was no longer allowed. Surpass attempted to end the blocking of Surpass servers by asking people not to report the forwarded mail as spam. Unfortunately it didn't work out, so that's why the occurances happening with your clients are happening.

H

Here's the announcement post. Oddly it was more recent than I originally thought.

http://www.surmunity.com/showpost.ph...06&postcount=2

niaboard

Interesting.

It says that people were e-mailed. I wasn't. I told support that I was setting up forwarding accounts to AOL; they didn't say anything. I now have a backlog of e-mails that I have handled. One simple statement in the messages I got from customer support could have fixed this issue. As it is, the problem languished for a week. I've had enough.

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