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  1. #1

    Disappointed with Burst.net. Server delivered with IP on blacklist.

    Hi,

    I have bought a server with Burst.net located at Miami.

    Migrated all my customers, and some of them started shouting abour mail delivery errors, such as:

    SMTP error from remote mail server after initial connection:
    host cluster9.us.messagelabs.com [216.82.241.83]:
    501 Connection rejected by policy [7.7] 3709, please visit
    www.messagelabs.com/support for more details about this error message.
    [email protected]
    SMTP error from remote mail server after initial connection:
    host cluster9.us.messagelabs.com [216.82.241.83]:
    501 Connection rejected by policy [7.7] 3709, please visit
    www.messagelabs.com/support for more details about this error message.


    So I tried to ask for blacklist removal on MessageLabs website, but I couldn't find the removal form as other blacklists.

    Then I opened a ticket (#MUD-791-10934) asking Burst.net to solve this.

    I've bought a server and it's their responsability to deliver it with "clean" Ips.


    My question:

    Is it right to give new servers with blacklisted IP and answer on ticket that it's not their problem to solve?

    For some blacklists (like spamcannibal) I did the removal procedure.

    This MessageLabs blacklist depends on Burst.net contacting them and asking for removal.

    Right now, I have customers complaining and a fresh new server with IP previously blacklisted.

    And guess what? I am paying for this!

  2. #2
    Join Date
    Mar 2003
    Location
    WebHostingTalk
    Posts
    16,960
    It might be that the old owner of the ip used to be spammer.

    It is not right but I am sure it is not intentional.

    So, you just need to contact burst on this and ask them to remove it.
    Specially 4 You
    .
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  3. #3
    I won't judge BurstNet on that.. They do offer IPs to many clients..

    Blacklisted IPs are something that is common in hosting industry since you host to thousands of companies/ individuals without making enough profile analysis.

    I suggest you just request them to change affected IP block or IPs for you...

  4. #4
    Their reply:

    Hello,

    Some hosts are becoming extremely strict regarding the receipt of email.

    In order to help to ensure maximum deliverability, ALL mail administrators should implement:

    - SPF Records (http://www.kitterman.com/getspf2.py)
    - Domain Keys (http://domainkeys.sourceforge.net/policycheck.html) [or]
    - DKIM (http://dkim.org)

    Checkers include:

    http://tools.bevhost.com/spf/
    http://domainkeys.sourceforge.net/policycheck.html
    http://www.sendmail.org/dkim/checker

    You will also need proper reverse DNS entries. The PTRs must match the sending hosts.


    So, on their opinion, it's my problem. All domains with spf and dkim, the same as on old server (also on burst.net)

    They dit not offered a new IP block. Nothing.

    Just offered an automated reply!

  5. #5
    Join Date
    Mar 2006
    Location
    New Jersey
    Posts
    756
    Did you try to check if IP is blacklisted on any other spam database?
    24Shells in Business Since 2003 - AS55081
    Dedicated Servers, Linux VPS Hosting, Windows VPS Hosting
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  6. #6
    Join Date
    Nov 2013
    Posts
    103
    Quote Originally Posted by redsox View Post
    I've bought a server and it's their responsability to deliver it with "clean" Ips.
    Perhaps, but it's also your responsibility as a consumer to check the goods you just purchased/leased.

    I always check IP addresses against blacklists, and do full hardware test before wasting my time with installing the OS, apps, data, ... Saves time, energy, nerves, ...

  7. #7
    I did check, and removed all open blacklists.

    This one is from Symantec (MessageLabs), and require them (Burst) to make this request for removal.

    I should not know this until the first customer complaint.

  8. #8
    Join Date
    Mar 2006
    Location
    New Jersey
    Posts
    756
    Quote Originally Posted by redsox View Post
    I did check, and removed all open blacklists.
    I think that was a mistake. If you had showed those blacklists to them as soon as server was delivered to you, IP replacement would have been straight forward.
    24Shells in Business Since 2003 - AS55081
    Dedicated Servers, Linux VPS Hosting, Windows VPS Hosting
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  9. #9
    I am still convinced that it's their responsability to check this before deliver.

    If not, its a total lack of control and quality.

  10. #10
    Are you having any delivery issues to Yahoo mail?

  11. #11
    Join Date
    Jul 2001
    Location
    Melbourne, AU
    Posts
    1,392
    Quote Originally Posted by redsox View Post
    This one is from Symantec (MessageLabs), and require them (Burst) to make this request for removal.
    I'm sure if the provider needs to submit the request for the removal of an IP from a certain blacklist then Burst will do it. Patience.
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  12. #12
    Join Date
    Apr 2000
    Location
    Nevada, US
    Posts
    5,433
    Just respond back to ticket, and we will request a removal, no problem there...

    We really cannot check every IP address against every blocklist out there before service delivery.
    There are just too many orders provisioned, and much of it automated, where it's just not practical. We just have to deal with it as it becomes an issue, and if cannot get the backlisting resolved, then most likely we would swap the IPs out, or give you some others, instead.
    But if the simplest fix is to just do a removal request, that is what should be done first.

    Just respond back to support ticket, and our staff will get it sorted for you...
    .
    .

  13. #13
    Join Date
    Dec 2011
    Location
    Tulsa, OK
    Posts
    353
    Now you know when purchasing servers to check the IP and email delivery before moving clients. This should be an easy fix: list removal!
    OCOSA Communications | Since 2003
    http://www.ocosa.com
    Hosting, Connectivity, Professional Services

  14. #14
    Join Date
    Jul 2009
    Location
    Kshatriya
    Posts
    2,725
    I was receive a blacklisted IP from different provider and its take only 20 minute to add a removal request(30+ IPs) and next days I received a email from ip blacklister site "IP removed successfully from our database"


    If your IP is blacklisted on only few IP black-listening site add a request to remove your ip.
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  15. #15
    Join Date
    Jan 2011
    Posts
    290
    Burstnet would be able to get your ips removed from the ip blacklist.
    Failure is success if we learn from it.

  16. #16
    Join Date
    Oct 2009
    Location
    Minnesota, USA
    Posts
    882
    This unfortunately happens with most providers at least once. It definitely is unfortunate and typically it can resolved very quickly but I agree it can leave a negative impression. Hopefully it gets resolved quick, looks like they already are here in the thread so good luck!

    If only we didn't have to deal with spammers...

  17. #17
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    Quote Originally Posted by redsox View Post
    I've bought a server and it's their responsability to deliver it with "clean" Ips.
    No, it's not. I have faulted Burst for a lot of things over the years, but this one's not on them at all. They can't control whether or not your IP is blacklisted. Yes, they should make sure that this is delivered clean, but it's not their responsibility to do so.

    I will say that it's incredibly poor form to not check the IP and get it cleaned up before releasing, however
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  18. #18
    Quote Originally Posted by twhiting9275 View Post
    No, it's not. I have faulted Burst for a lot of things over the years, but this one's not on them at all. They can't control whether or not your IP is blacklisted. Yes, they should make sure that this is delivered clean, but it's not their responsibility to do so.

    I will say that it's incredibly poor form to not check the IP and get it cleaned up before releasing, however
    If they should deliver it clean, so its their responsability whatever. Your text was ambiguous.

    I've checked the IP on several blacklists, got cleaned on all, but got stuck on this private Symantec blacklist. Could'nt know this before my customers started using the mail system.

    Some of them send emails to domains that use this (read this) private list.

    All I asked Burst is to help contacting them. They answered me to go find bananas!

    I have servers on Burst for years now. I like their service, but on this matter, they pissed me off.

  19. #19
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    Yeah, I am not terribly surprised at that response, but, well, technically it is your server . While it's their IP, they tend to remain uninvolved.

    Private blacklists are a mess, I've had to deal with quite a few. Unfortunately, not much you can do but request delisting from the owner, proving that you've cleaned up the reputation.
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