I'm getting an Error related to Spamhaus... What does this mean and what do I do?

started by Ben_F on ‎16-09-2012 04:16 AM - last edited on ‎25-08-2014 08:51 AM by Technical Support

There have been some questions and complaints on CrowdSupport that some people are unable to send emails, saying they get a reply that includes either of the 2 below errors:


An error occurred sending mail: The mail server sent an incorrect greeting: nschwcmgw08p BigPond Outbound [OB105. Connection refused. (ip:address) is listed on the Exploits Block List (XBL). Please visit http://www.spamhaus.org/xbl/ for more information..




An (smtp) error occured while sending mail. The server responded: Message rejected.


Firstly, its important to note that Spamhaus is not owned or controlled by Bigpond or Telstra, so Technical Support will not be able resolve this with issue on your behalf. Thanks to the awesome members of CrowdSupport, I have detailed some useful steps to try here:


1. Check that your Mail Settings are correct:


Its important to ensure your Email Settings are up to date.  Click here to find out which email platform your account is on, the links below provide instructions on how to configure your account/s. 


BigPond® Email powered by Windows Live®

BigPond MyInbox 


2. Checking for Blocked URLs


Emails sent to or from BigPond accounts, may be blocked if they contain links using certain URL shorteners and affected emails will be rejected and receive a bounceback message.


This is because various domains are listed in the third party provider SpamHaus, that BigPond uses to assess mail for spam/malicious links.


Customers are advised to remove any links that may be responsible from the body of the email, this includes any links that may appear in the original email if you are replying or forwarding.


Commonly used URLs that are listed in SpamHaus include:


t.co - Twitter URL shortener. (More information can be found at: http://www.spamhaus.org/dbl/removal/record/t.co)

bit.ly - Commonly used URL shortener for general Web links. (More information can be found at: http://www.spamhaus.org/dbl/removal/record/bit.ly)


Other domains can also become listed in SpamHaus, for example tumblr.com has previously been listed.


BigPond cannot control listings in the SpamHaus DBL (Domain Block list), and it is the responsibility of the domain owner to request delisting, and ensure their domains are not being exploited by spammers.

If the customer receives bouncebacks due to a certain domain, we recommend they contact the domain holder with the information.


Further information regarding the SpamHaus domain listing is available here:




3. Check your IP on Spamhaus


Within the error message that you receive will be the IP address that was blocked and a link to SpamHaus to view WHY you are being blocked.




After entering your current or previous IP address, SpamHaus checks a number of filters  which can trigger the blocking. Click on the links for further information on each type that is provided.


This page will provide detailed information such as why your IP has been blocked, how you can get your service unblocked.


What IP address am I currently using?


For those who don't know how to find their current IP address, this link will display it for you: http://www.whatismyip.com/



How can I change my IP address?


It is recommended that you follow the above process to get your IP address unblocked instead of getting a new IP which means that your previous IP address will be randomly assigned to another user and they will encounter similar issues. 


ADSL, Velocity / NBN and Mobile Broadband customers can restart their modem and will be automatically assigned a new IP address.


Cable customers will need to leave the modem turned off and disconnected for 48 continuous hours before a new IP address will be automatically assigned.


Telstra Business customers will need to log a job to request a new IP address.


Consumer customers who have a Static IP will need to cancel and then apply for a new Static IP address.


I've tried the above and I'm still getting the error messages?


If restarting your modem allows you to briefly send an email or two before your emails are blocked again, there is a very good chance that you have a virus or trojan on your computer which is why your IP keeps getting blocked.

Entering your new IP address into the SpamHaus website will provide you with refreshed details, however they will probably be similar to those on your previous IP Address but with a newer timestamp.


PLEASE NOTE: If you experience the above, you may need to run more than a standard virus scan on all of your computers as these malicious programs are designed to be difficult to identify and remove. 


SpamHaus will provide details on which trojan is causing the problems, when they last detected it active on that IP address.


Once you have done a full computer virus scan you may attempt to change your IP address, and confirm that  it has changed with http://www.whatismyip.com/


The SpamHaus website also has FAQs which will answer a host of other scenarios which may be more applicable to your situation.


Something not answered here?


If you continue to have issues, feel free to post a message in the Bigpond Email (Inc Windows Live) section of CrowdSupport, where our Community Members and Telstra Employees can respond.