Robert2021
Level 3: Gumshoe

Emails Blocked From @bigpond.com email addresses 'UCEPROTECTL3'

I run a web hosting business. Our server IP addresses have been blocked from sending to @bigpond.com email addresses so clients emails sent to @bigpond.com email addresses are bouncing. This appears to be because Telstra is using 'UCEPROTECTL3' to determine IP addresses that should be blocked, it appears this company (UCEPROTECTL3) business model is to block random IP addresses and then make people pay to have their IP addresses unblocked. I have called Bigpond support 4 times. I've not been able to talk to anyone who understands the problem, much less anyone that can help. I was referred to the Platinum team twice, both times speaking to nice people in Australia, the first one said it was the weekend so nothing could be done, the second one suggested calling Telstra Hosting on 1800 729 563 (a number that does not work) It was suggested I send an email to postmaster@bigpond.com with all the details, I did that and have not had any response, not even a 'We have received your email' automated response so I have no idea if that email got through. Apparently, the Postmaster department has no phone numbers, why would a department that has that power not be able to be contacted? What do I do now to resolve this Telstra issue?

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22 REPLIES 22
misslisa
Support Team
Support Team

Re: Emails Blocked From @bigpond.com email addresses 'UCEPROTECTL3'

Hi Robert,

 

Definitely disappointing to hear about your experience and also not good you were unable to receive help over the weekend. Have you gone back to the Platinum team this week? They should be able to help direct you with tech support on this one.

 

- Lisa

Jupiter
Level 25: The Singularity
Level 25: The Singularity

Re: Emails Blocked From @bigpond.com email addresses 'UCEPROTECTL3'

When you sent the email to postmaster@bigpond.com did you include copies of the bounce messages as well as your contact details?

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
Robert2021
Level 3: Gumshoe

Re: Emails Blocked From @bigpond.com email addresses 'UCEPROTECTL3'

Hi misslisa,

 

I spoke to two members of the Platinum team, one on the weekend said there was nothing he could do, the second, on Monday said to call Telstra Hosting on 1800 729 563, I tried that number it has changed (says the Telstra App Market place number has changed to 1800 878 483, I called that number and on the weekend and it went nowhere. I've just tried it again now, they are Technical Support for Microsoft365 and could not help me at all and had no idea who to speak to. He gave me the general number for Bigpond support 1800 733 475, that number says 'Thanks for calling Telstra, the Promotion has ended, Goodbye'. That wasn't the most helpful recorded message but at least it wasted less of my time than all the other conversations I've had so far.

 

Who can I talk to to get this fixed?

 

Robert2021
Level 3: Gumshoe

Re: Emails Blocked From @bigpond.com email addresses 'UCEPROTECTL3'

 

Hi Jupiter,

 

Quote: 'When you sent the email to postmaster@bigpond.com did you include copies of the bounced messages as well as your contact details?'

 

Yes, I provided two examples of bounce emails and my contact details, please see below. (I've x'd out all the private info as this is a public forum)

=============================================

Subject: URGENT: Please Unblock IP addresses

Hi,

This is the third time I have sent this urgent request in as many days, could someone please fix this issue as soon as possible.

It appears Telstra/Bigpond has three of our servers IP Addresses blocked which means our clients can not send emails to @bigpond email addresses, please see 2 samples below.

Could you please unblock these IP addresses: 172.105.xxxxx.xxxxx 172.105.xxxxx.xxxxx 45.79.xxxxx.xxxxx

Please let me know if you require any further information, you can call me on (03) xxxxx xxxxx or (03) xxxxx xxxxx

=============================================

This message was created automatically by mail delivery software.

A message that you sent could not be delivered to one or more of its recipients. This is a permanent error. The following address(es) failed:

xxxxx@bigpond.com host extmail.bigpond.com [203.36.172.106] SMTP error from remote mail server after initial connection: 550 5.7.1 Connection refused - IB115. 172.105.xxx.xxx is blacklisted. If you believe this to be in error, please contact postmaster@bigpond.com Reporting-MTA: dns; au07.xxx.net

Action: failed Final-Recipient: rfc822;xxxxx@bigpond.com Status: 5.0.0 Remote-MTA: dns; extmail.bigpond.com Diagnostic-Code: smtp; 550 5.7.1 Connection refused - IB115. 172.105.xxx.xxx is blacklisted. If you believe this to be in error, please contact postmaster@bigpond.com From test@xxxxxx.com.au To xxxxx@bigpond.com Date Today 09:29 Hi,

Please ignore this email, I'm testing if Bigpond is still bouncing emails.

=============================================

This message was created automatically by mail delivery software.

A message that you sent could not be delivered to one or more of its recipients. This is a permanent error. The following address(es) failed:

xxxxx@bigpond.com host extmail.bigpond.com [203.36.137.234] SMTP error from remote mail server after initial connection: 550 5.7.1 Connection refused - IB115. 172.xxx.xxx is blacklisted. If you believe this to be in error, please contact postmaster@bigpond.com Reporting-MTA: dns; master.xxxxxx.net

Action: failed Final-Recipient: rfc822;xxxxx@bigpond.com Status: 5.0.0 Remote-MTA: dns; extmail.bigpond.com Diagnostic-Code: smtp; 550 5.7.1 Connection refused - IB115. 172.105.xxx.xxx is blacklisted. If you believe this to be in error, please contact postmaster@bigpond.com From admin@secure.xxx.net To xxxxx@bigpond.com Date Today 23:31 Hi , this is another test, please ignore again

Jupiter
Level 25: The Singularity
Level 25: The Singularity

Re: Emails Blocked From @bigpond.com email addresses 'UCEPROTECTL3'

Just checking as a lot of people don't bother doing that and then wonder why it goes nowhere.

 

If you don't get it resolved within 5 business days, you may need to get Linode to assist in getting the IP address ranges unblocked. Given the scale of their operations, they should have direct contacts to both the Blacklisting service and Telstra.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
Robert2021
Level 3: Gumshoe

Re: Emails Blocked From @bigpond.com email addresses 'UCEPROTECTL3'

Hi Jupiter,

 

I have a long thread discussing this with Linode to ask for their help in having Telstra remove the blocked IP's, Linode doesn't believe they can help.

 

I can't believe there isn't someone in Telstra that can't help.

Robert2021
Level 3: Gumshoe

Re: Emails Blocked From @bigpond.com email addresses 'UCEPROTECTL3'

Hi Lisa,

 

Are you able to offer any help or guidance on this issue which has now stopped important emails for over a week?

Cas-Ra
Support Team
Support Team

Re: Emails Blocked From @bigpond.com email addresses 'UCEPROTECTL3'

 Hi @Robert2021 That does sound like a tricky one, perhaps this might give some further suggestions to help get your IP or email address blacklisting lifted there. 

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Robert2021
Level 3: Gumshoe

,Re: Emails Blocked From @bigpond.com email addresses 'UCEPROTECTL3'

HI Cas-Ra,

 

While I appreciate the reply, the situation and the suggested fixes in the link don't apply to this issue.

 

This is not an individual email address or IP address that is blocked, it relates to 3 separate IP addresses on three servers. 1 of which is our own billing server (so unlikely to send spam) and another of which is a DNS server, that has no ability to send emails (let alone spam). So the issue is not connected with the activities of our servers.

 

Because the problem is not linked to activity on our server change our server's behaviour won't undo the damage.

 

The only block list the servers appear on is 'UCEPROTECTL3', it appears that Telstra Bigpond are using this service to vet poor reputation IP's from accessing the Telstra system.

 

How it works - https://mxtoolbox.com/problem/blacklist/uceprotectl3

Why it's a scam - https://www.webhostingtalk.com/showthread.php?t=1850744

 

It seems they might block IP's for around 10 days and then release them, I can see that ours have been released now, in all this time Telstra could not or would not help. 

 

Telstra need to stop using 'UCEPROTECTL3' as an RBL, if they don't this story will continue to be repeated over and over again and Telstra Bigpond clients will continue to have issues receiving emails from legitimate services being blocked/extorted by  'UCEPROTECTL3'

Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: ,Re: Emails Blocked From @bigpond.com email addresses 'UCEPROTECTL3'

This should be looked at today

I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator
Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: ,Re: Emails Blocked From @bigpond.com email addresses 'UCEPROTECTL3'

Hi Robert2021,

Your email was replied to on the 26th @ ~11:30am

 

Also to note: Telstra does not use UCEPROTECTL3 for their RBL

I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator
Robert2021
Level 3: Gumshoe

Re: ,Re: Emails Blocked From @bigpond.com email addresses 'UCEPROTECTL3'

Hi Yastiandrie,

 

I've heard before that Telstra does not use UCEPROTECTL3 for their RBL, though the only RBL that had the three IP addresses blocked was UCEPROTECTL3, and as soon as the IP addresses were no longer listed on UCEPROTECTL3 emails started flowing again, so UCEPROTECTL3 must figure somewhere in the RBL services Telstra use.

Robert2021
Level 3: Gumshoe

Re: ,Re: Emails Blocked From @bigpond.com email addresses 'UCEPROTECTL3'

Hi Yastiandrie,

 

Clarification (see bold text below):

 

I've heard before that Telstra does not use UCEPROTECTL3 for their RBL, though the only RBL that had the three IP addresses blocked was UCEPROTECTL3, and as soon as the IP addresses were no longer listed on UCEPROTECTL3 emails to Bigpond email addresses started flowing again, so UCEPROTECTL3 must figure somewhere in the RBL services Telstra use.

Robert2021
Level 3: Gumshoe

Re: Emails Blocked From @bigpond.com email addresses 'UCEPROTECTL3'

Hi Lisa,

 

The most frustrating thing about this incident was that while our IP addresses were blocked we had no idea what to do to get the situation resolved.

 

I was told to send a request to postmaster@bigpond.com with all the details. I sent three emails there and have never received a response. I don't know if those 3 emails were received or understood or acted on. (Note, in this thread Yastiandrie said "Your email was replied to on the 26th @ ~11:30am", no response was ever received).

 

It was suggested I should start a thread here, which I did obviously, and, as you can see, although we had 4 people reply, including 2 Telstra employees, there was never any information provided on the correct department we needed to contact to have this solved, I get the feeling that is because no-one knew who to contact. The best (only) advice seemed to be "do these things and maybe one of them will work"

 

For future reference for myself, and those that find this thread in the same desperate situation in years to come, can you please advise the contact details of the correct department to solve issues like this.

 

(please don't reply that we should send an email to postmaster@bigpond.com or post a thread here as both of those options are not only frustrating and vague they are also likely useless)

Angela_H
Support Team
Support Team

Re: Emails Blocked From @bigpond.com email addresses 'UCEPROTECTL3'

Hi Robert2021,

All our advice about blacklisted email addresses can be found on the following page, I'm not sure how much of it you're already across although it's a very comprehensive guide. 

https://tel.st/vgabk6

Angela 

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Robert2021
Level 3: Gumshoe

Re: Emails Blocked From @bigpond.com email addresses 'UCEPROTECTL3'

Hi Angela,

 

Unfortunately, that is the exact page that Cas-Ra suggested I review 4 days ago a few messages up in this thread, you must have missed that when you read the thread before responding. As I said to Cas-Ra here then...

 

=========================================

 

HI Cas-Ra,

 

While I appreciate the reply, the situation and the suggested fixes in the link don't apply to this issue.

 

This is not an individual email address or IP address that is blocked, it relates to 3 separate IP addresses on three servers. 1 of which is our own billing server (so unlikely to send spam) and another of which is a DNS server, that has no ability to send emails (let alone spam). So the issue is not connected with the activities of our servers.

 

Because the problem is not linked to activity on our server change our server's behaviour won't undo the damage.

 

The only block list the servers appear on is 'UCEPROTECTL3', it appears that Telstra Bigpond are using this service to vet poor reputation IP's from accessing the Telstra system.

 

How it works - https://mxtoolbox.com/problem/blacklist/uceprotectl3

Why it's a scam - https://www.webhostingtalk.com/showthread.php?t=1850744

 

It seems they might block IP's for around 10 days and then release them, I can see that ours have been released now, in all this time Telstra could not or would not help. 

 

Telstra need to stop using 'UCEPROTECTL3' as an RBL, if they don't this story will continue to be repeated over and over again and Telstra Bigpond clients will continue to have issues receiving emails from legitimate services being blocked/extorted by  'UCEPROTECTL3'

 

 

Robert2021
Level 3: Gumshoe

Re: Emails Blocked From @bigpond.com email addresses 'UCEPROTECTL3'

Hi Cas-Ra,

 

For future reference for myself, and those that find this thread in the same desperate situation in years to come, can you please advise the contact details of the correct department to solve issues like this.

Robert2021
Level 3: Gumshoe

Re: Emails Blocked From @bigpond.com email addresses 'UCEPROTECTL3'

Hi Cas-Ra,

 

Telstra/Bigpond have again blocked our IP addresses because UCEPROTECTL3 has again marked them as spamming (which is not possible as at least one of those servers has no capacity to send emails)

 

Can you please advise the contact details of the correct department to solve issues like this?

Cas-Ra
Support Team
Support Team

Re: Emails Blocked From @bigpond.com email addresses 'UCEPROTECTL3'

Hi Again @Robert2021 The verified answer for this one can be found here: https://tel.st/zc88y3;

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Robert2021
Level 3: Gumshoe

Re: Emails Blocked From @bigpond.com email addresses 'UCEPROTECTL3'

Hi Cas-Ra,

 

That link does not appear to be correct, it takes you to a page that says:

 

"An invalid set of parameters has been specified in the url."

ShannonD
Support Team
Support Team

Re: Emails Blocked From @bigpond.com email addresses 'UCEPROTECTL3'

Hi Robert, if you click the link, it could give you error - but try copy & pasting the link, or click here 

____________________

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Don't forget to tag answers as Accepted Solutions and give a Kudo to the member(s) who helped you out

All moderation actions are supported by the CrowdSupport Community Guidelines

Robert2021
Level 3: Gumshoe

Re: Emails Blocked From @bigpond.com email addresses 'UCEPROTECTL3'

Hi Shannon,

 

That link goes to a long thread of desperate people/companies having the same issue, legitimate emails being sent to Bigpond email addresses being bounced as Spam.

 

The verified answer at the top of the page gives the Telstra recommended procedure, in a nutshell, gather all the details of the email(s) that bounced and send them to postmaster@bigpond.com.

 

This is what we did and not only did we not receive a response, there was no action taken by Telstra to fix the issue, we had to wait out the block being removed by UCEPROTECTL3.

 

While that link does not give a useful solution it does illustrate that this is not a one-off situation, the thread you linked to is over 4 years old and is likely the tip of a very big iceberg.

 

The process of submitting these requests needs to be transparent and responsive. When these issues occur they are very time-sensitive, business emails are often more important than phone calls and the inability to send them to any email address of Australias largest ISP can severely impact a business. Sending an email to postmaster@bigpond.com with the hope that it is going to be actioned (or at the least seen by someone) at some point in time, without any way to know what is going on is not good enough.

 

Emails to postmaster@bigpond.com must be acknowledged, with a case number so that cases can be tracked and reliably acted on. Because of the urgency of these issues there should be a phone number to call to be able to discuss this sort of issue to get a quick resolution.

 

As Australia's largest ISP Telstra have the resources (and the obligation) to provide this level of service.

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