I haven't posted to here in forever, but this seemed like the best place to paste in one of the worst, most annoying tech support chats I've ever had. It wasn't that the tech was stupid--I've no idea if he was or wasn't. It was that he was ignorant and refused to listen. And it made me crazy (and sarcastic, and pissed off...)
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9:22:41 PM
Harshitha V
Hello
9:22:53 PM
Harshitha V
Thank you for contacting support. I apologize for the wait time. Your patience is greatly appreciated.
9:22:59 PM
Me
hi.
9:23:25 PM
Me
the last 4 is e.42
9:26:20 PM
Me
hello?
9:26:41 PM
Harshitha V
One moment please
9:26:42 PM
Me
I understand that I had to wait awhile, but I hope that I'm not waiting a long time in between responses as well.
9:27:12 PM
Harshitha V
Thank you for validating
9:27:41 PM
Harshitha V
Is webmail working fine for you ?
9:28:18 PM
Me
did you read my question?
9:28:24 PM
Me
all mail is getting BOUNCED
9:28:26 PM
Harshitha V
Yes I did
9:28:36 PM
Me
so it's not a question of whether webmail is working
9:28:42 PM
Harshitha V
Can I get the bounceback please ?
9:28:59 PM
Me
yes, one sec.
9:29:16 PM
Me
(provides mail headers)
9:29:44 PM
Harshitha V
I also want to know if webmail also gives the same error
9:30:23 PM
Me
the error is coming from other people sending email to ME.
9:30:28 PM
Me
it's not in webmail
9:30:49 PM
Me
nothing has come into my email of any sort in something like 5 hours.
9:31:02 PM
Harshitha V
Can I get an email address to test please ?
9:31:16 PM
Me
user@domain.com
9:31:21 PM
Me
that's the one in the bounce.
9:32:12 PM
Harshitha V
The mx record for domain.com domain is not pointing to us
9:32:23 PM
Me
no, it's not.
9:32:24 PM
Harshitha V
Its currently pointing to :
domain.com MX preference = 20, mail exchanger = dwt5-1.mx20.pef.luxsci.com
domain.com MX preference = 10, mail exchanger = dwt5-1.mx10.pef.luxsci.com
9:32:31 PM
Me
I know.
9:32:34 PM
Me
hat's where it's supposed to be
9:32:44 PM
Me
that's what I said in my original message here
9:33:05 PM
Me
I had it pointing to my previous spam filtering provider--McAfee
9:33:05 PM
Harshitha V
You need to contact your email service provider regarding this issue
9:33:10 PM
Me
now it's pointing to the NEW one.
9:33:17 PM
Me
no, it's you guys.
9:33:34 PM
Harshitha V
Since the mx records are not pointing to us, we do not have any control over the emails
9:33:40 PM
Me
please, I'm begging you to actually investigate this
9:33:50 PM
Harshitha V
Our mx record will be mail.domain.com
9:33:52 PM
Me
you are bouncing it
9:33:54 PM
Me
YOU
9:34:01 PM
Me
BLUEHOST
9:34:06 PM
Me
is bouncing these emails
9:34:18 PM
Me
NOT the spam filtering provider
9:34:29 PM
Me
proofpoint is trying to deliver to YOU. To BLUEHOST
9:34:37 PM
Me
and BLUEHOST is bouncing them
9:35:32 PM
Me
so I need you to actually look into this issue. I've been dealing with the spam provider on and off for hours an ultimately it appears that BLUEHOST is the one bouncing the emails
9:35:42 PM
Me
so please do not pass me back to them---it's NOT them.
9:38:31 PM
Harshitha V
I am sorry , the emails are getting bounced because the mx record id not pointing to us
9:38:42 PM
Harshitha V
We do not have any control over the domain
9:39:12 PM
Harshitha V
If you want us to check the issue , then you can point the mx records to us so that we get access to check the logs
9:39:12 PM
Me
I can't believe I have to actually argue with you here
9:39:19 PM
Me
let me be clear...
9:39:36 PM
Me
the MX records were pointed to ANOTHER SPAM PROVIDER for 2 YEARS.
9:39:39 PM
Me
and have been working fine.
9:39:46 PM
Me
they were NOT pointed to you.
9:40:02 PM
Me
now they are simply pointed to a DIFFERENT spam filter provider
9:40:18 PM
Me
and suddenly they are not working, and the issue is at bluehost.
9:40:58 PM
Me
look, when I go to the zone editor, the MX routing is set to REMOTE
9:41:33 PM
Me
what's happening is simple. mail comes to the spam provider. They clean it and send to you.
9:41:40 PM
Me
and you accept the mail for the mailbox.
9:41:46 PM
Me
their MX records point to you.
9:42:23 PM
Me
but your system is NOT accepting these emails.
9:42:37 PM
Me
it's leaving the spam provider and coming to you...and being bounced back
9:42:42 PM
Me
FROM BLUEHOST
9:42:48 PM
Me
bluehost is BOUNCING the mail back
9:43:02 PM
Me
you need to figure out why you're not accepting the mail being delivered.
9:45:08 PM
Me
here's a log from an email I sent earlier.
9:45:09 PM
Me
(provides logs)
9:45:30 PM
Me
you'll see that proofpoint is making it very clear: Summary: This message was rejected by its destination for reasons outside the control of Proofpoint Essentials, and got returned to the sender
9:45:38 PM
Me
that's BLUEHOST bouncing it.
9:46:24 PM
Me
you need to accept incoming mail from proofpoint's IPs (which I can get you) for this user's domains
9:46:35 PM
Harshitha V
Can you please hold? I am going to research this for you right now and it should take about [3-4 minutes]. I will be back as quickly as I can.
9:46:50 PM
Me
ok.
9:50:55 PM
Harshitha V
Thank you for holding
9:51:04 PM
Me
ok
9:51:13 PM
Harshitha V
I have checked with my specialist and they said that any bounce back needs to be handled by your mail server
9:51:33 PM
Me
you ARE MY MAIL SERVER
9:51:47 PM
Me
I don't udnerstand how you can read what I'm saying and not understand.
9:51:57 PM
Me
BLUEHOST hosts my mail
9:52:00 PM
Me
not elsewhere.
9:52:12 PM
Harshitha V
No we are not hosting the mails for you
9:52:23 PM
Harshitha V
Mx records are pointing to :
domain.com MX preference = 20, mail exchanger = dwt5-1.mx20.pef.luxsci.com
domain.com MX preference = 10, mail exchanger = dwt5-1.mx10.pef.luxsci.com
9:52:31 PM
Harshitha V
And its not our mx records
9:52:42 PM
Me
listen...I'm begging with you to listen to me.
9:52:55 PM
Me
all that is is the SPAM FILTER SERVICE.
9:52:56 PM
Me
9:53:04 PM
Me
they then send the mail BACK TO BLUEHOST
9:53:13 PM
Me
and you put it in the users mailbox
9:53:26 PM
Me
we've had the SAME SETUP for years
9:53:44 PM
Me
all that's changed is the outside service we use
9:53:50 PM
Me
but BLUEHOST hosts the mail.
9:53:59 PM
Me
if I log into my webmail, I'll see it all there.
9:53:59 PM
Me
9:54:04 PM
Me
because you HOST IT.
9:54:13 PM
Me
I don't know how else to explain it to you.
9:56:12 PM
Me
if you're going to discuss with a specialist, please tell them the entire thing that I'm telling you.
9:56:26 PM
Me
not just "MX doesn't point to us and it's bouncing...so what do I do?"
9:56:39 PM
Me
please feel free to bring someone else in here.
9:58:48 PM
Harshitha V
If we do not provide email services, there is nothing we can do from our end sadly
9:59:07 PM
Me
oh my god.
9:59:20 PM
Me
you are utterly not listening to me at all.
9:59:31 PM
Me
and I can't tell you how annoying it is.
9:59:46 PM
Me
now, listen...all of my mail is at bluehost.
9:59:58 PM
Me
user@domain.com is at bluehost
10:00:05 PM
Me
you have an imap server
10:00:09 PM
Me
I use your IMAP server
10:00:20 PM
Me
my mail is on your IMAP server
10:00:27 PM
Me
is any of this unclear?
10:00:39 PM
Me
when I log into webmail on bluehost, I see all of my mail
10:00:49 PM
Harshitha V
Yes, you have hosting account with domain.com domain and with that you can create email account. But, to use and to work with it the MX should be with us
10:01:16 PM
Me
no, it shouldn't.
10:02:13 PM
Me
because I use an outside service to filter email
10:02:20 PM
Me
so it goes to them FIRST, then to you.
10:02:25 PM
Me
that's how those services work.
10:02:29 PM
Harshitha V
Yes, A mail exchanger (MX) record is a type of DNS record that identifies which server will handle the incoming mail for your domain.
10:02:32 PM
Me
mail comes to the outside filtering service
10:02:55 PM
Me
(i'm going to pretend you didn't just try to explain to me what an MX record is).
10:03:13 PM
Me
as I was saying, mail comes to the outside filtering service and then they send that cleaned mail to you.
10:03:18 PM
Me
you put it in my mailbox
10:03:27 PM
Me
I've been diong it this way for FIVE YEARS
10:03:42 PM
Me
it went to my spam filtering service and then to you
10:04:13 PM
Me
every day, all day, all night. ALL mail went to mxlogic and then to you.
10:04:46 PM
Me
and now the mail is going to a DIFFERENT filtering service and then to you.
10:05:24 PM
Me
it's worked this way just fine for a very long time...and now it doesn't. and what you're trying to tell me is that mail isn't at bluehost.
10:05:31 PM
Me
because the MX records don't point to you.
10:05:38 PM
Me
well, I'm telling you WHY they don't.
10:05:43 PM
Me
and you're not listening.
10:06:44 PM
Me
so I'm trying again. Please ask someone else if need be
10:07:13 PM
Me
but understand that your service works fine with mail that goes to external spam filtering services first and then back
10:07:27 PM
Me
assuming you're not blocking that service, which I belive you are.
10:10:59 PM
Me
OK, listen. I fixed it.
10:11:13 PM
Me
it would have taken you 1 minute to actually figure it out and fix it.
10:11:22 PM
Me
but instead you just refused to listen to me.
10:11:51 PM
Me
So I'm going to rate you basically a 0 and make sure this log gets to someone who can review your performance. This was SUCH A waste of my time.
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