IP issues [resolved]

[diezymedios]

Hi, I understand why delete my review.
In this moment all my clients can not send email for around 60 hours.

and the solutions no appear?
I tolk whit chat Technical Support already of 10 times, and I send emails for tickets and no solucion and no solucion.

REVIEW: poor an bad support.

Thanks

[diezymedios]

The ticket ... LIB-12494501

[GatorLBrower]

diezymedios,

I replied to your ticket.

[diezymedios]

I am totally dissatisfied with poor service, I demand an immediate response, it is completely ironic . LIB-12494501

I have to do to get a quick response and fix my problem?

You are being irresponsible, do not know that have done great damage to my company.

[diezymedios]

In this moment all my clients can not send email for around 80 hours
you are playing with my money and prestige.
I demand an immediate solution.

[diezymedios]

In this moment the problem was solutions ( 81 hours after ), but I need the the clarifications:

1) Why a problem what can be solved in 2 minutes you arrive to take 4 days?
2) Did not work there experts?
3) Two times your admin tell me: the IP was changed, why this was a Lie ?

*************************************************
staff reply 07:52:16 AM - Sep 25th, 2009
I have changed the IP of your server.

Regards,
Richard F.
Network Security Administrator

// That is a LIE...
*************************************************
staff reply 12:34:11 AM - Sep 26th, 2009
Hello,
It does not appear that your exim configuration was properly modified to use the new IP address. I have gone ahead and made this change for you and tested the configuration
Benjamin Davis
Hostgator Network Security Administrator

// That is a LIE...
*************************************************

4) How can I be sure this will not happen again?

Thanks. and wait the aswers.

[GatorLBrower]

I see that you responded to ticket LIB-12494501 saying that everything was ok. Are you still having an issue related to this ticket?

"1) Why a problem what can be solved in 2 minutes you arrive to take 4 days?"


This problem unfortunately can not be solved in 2 minutes. We can not force other providers to accept your mail any more than we can force a blacklist operator to remove your IP address. I did check earlier and your IP was no longer listed in spamcop's blacklist, however this does not mean your mail will automatically start getting accepted as there are providers who use a local copy of the blacklist which only gets updated once a day or every couple of days. While we can change the IP address your server is sending mail from, this neither accounts for providers who will block on a range (Example: /29 or /24) just to ensure they have covered the other IP's which may belong to the IP they received mail from nor does it stop the new IP address from getting blocked if it is still sending either spam from an exploited script/account or bounceback messages to non-existent accounts on other providers systems.


"2) Did not work there experts?"

Please rephrase your question as I do not understand the actual question you are asking. What is your definition of "Expert" ? We do know what we are doing and I can vouch for the people who replied to your ticket as knowing what they are doing. Please see below for proof the IP was changed.

"3) Two times your admin tell me: the IP was changed, why this was a Lie ?"


This was not a lie and the correct file that cPanel's version of exim uses was indeed updated to change the IP address. I tested this with the mail command in ssh and it indeed did send from the changed IP. I will update your ticket with the headers as proof in order not to paste this information publicly.


root@<REDACTED> [~]# printf "This is a test\n"|mail -s "TESTING" lbrower@hostgator.com
root@diezymedios [~]#


"4) How can I be sure this will not happen again?"

You will need to ensure that you are not emitting spam or bounce back messages from your accounts. You will need to ensure that you are properly screening potential clients in order to prevent hosting spammers as well as deal with any and all abuse complaints immediately upon receipt of the notification. You need to ensure that you and your customers are keeping scripts updated. If you run scripts which are 3 or 4 years old then you can not be surprised when they are exploited.

You may wish to further reference the following URL's:

http://www.emailabuse.org/
http://www.maawg.org/home
http://groups.google.com/group/news....e.email/topics
http://www.mxtoolbox.com/blacklists.aspx
http://en.wikipedia.org/wiki/Anti-spam_techniques
http://en.wikipedia.org/wiki/Backscatter_(e-mail))