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My emails are not reaching hotmail, outlook and microsoft accounts RRS feed

  • Question

  • Hi,

    I have been sending my newsletter for many years to my list of subscribers. Last week I sent about 55,000 emails to hotmail and outlook accounts. Emailing took plasce between Wednesday, Thursday and Friday and everything went fine as always.

    Today I made a test and realized that my emails do not reach hotmail and outlook inbox or spam folder and are not being bounced either. They are just missing. I contacted Microsoft Deliverability Support to check if my IP was blocked from sending mails to your servers and it was This is the response I received:

    ---------------------------------

    We have completed reviewing the IP(s) you submitted. The following table contains the results of our investigation.

    Not qualified for mitigation
    64.91.229.172
    Our investigation has determined that the above IP(s) do not qualify for mitigation.
    ---------------------------------

    Well, I need an agent or somebody to investigate it further. I have joined the Junk Email Reporting program (JMRP) and Smart Network Data Services program (SNDS).


    Smart Network Data Services program (SNDS) shows a complaint rate <0.1%, I use valid DKIM, SPF and DMARC records and I have been following best email sending practices from years to my legitimate subscribers including an easy way to unsubscribe described in each email (including List-Unsubscribe header) and only sending emails to subscribers that already have given me permission to do it. I have been doing it for more than 10 years without problem at all

    The proof is that I have  a complaint rate of < 0.1% by your Smart Network Data Services program (SNDS) which does not qualify me as an spammer at all. On top of that this IP is not blacklisted in ANY of the most popular blacklist listsas you can check it in the following services:

    https://dnschecker.org/ip-blacklist-checker.php

    https://mxtoolbox.com/blacklists.aspx

    I am asking to an agent to review my case and check all these facts that do NOT qualify me as an spammer and, please, unblock me from sending mail to microsoft accounts like hotmail, outlook, etc.

    ------------------------------------------------------------------

    I already follow all the white emailing good practices and today I received the following response from MIcrosoft support:

    -------------------------------------------

    We have investigated your deliverability issue regarding IP <64.91.229.172>.  At the current time, these IPs are not eligible for mitigation.

     

    We are concerned with a pattern of irregular mail traffic originating from your IPs. While this could be benign, sudden changes in email sending volume can be the result of a server or network compromise or the result of compromised user accounts.

    -------------------------------------------

    The response email also contained some recommendations to ensure that my server or my account are not compromised. So, in short: last week I sent 55,000 legit emails to my subscribers at hotmail, outlook, etc, at a pace of less than 1,000 per hour during 3 days. Because this is a bigger email number that I usually send (normally I send between 3,000 to 6,000 per day) thay think my server has been hacked by a spammer or something similar and this is why they have blocked my IP, even though all the evidence points to the contrary.

    This is my response to them to see if a supervisor or somebody looks into my issue deeply to unblock my IP:

    --------------------------------------------------------------------------------

    Thanks for your reply, but your reason to block my IP 64.91.229.172 which is "a pattern of irregular mail traffic originating from your IPs" and you think this "can be the result of a server or network compromise or the result of compromised user accounts"  is not true at all. Let me explain in detail what happened so you can understand it better:


    1.- YES, there was spike in email sending from my IP last week during a 3 day period. That spike was intentional and it was me sending the emails so no networks or accounts were compromised at all. I can even send you a detailed email sending log which proofs that I sent the emails intentionally.

    2.- Emails were sent to my list of long time subscribers. All of them have been subscribed to my lists over many years and that is why I have around 55,000+ hotmail, outlook and microsoft accounts. All of them gave me permission to send them my newsletter and in every email there are easy instructions to unsubscribe (including List-Unsubscribe header) which, of course, my email system follows automatically and unsubscribes anybody that asks for it.

    3.- That IP 64.91.229.172 and my server is located at Liquidweb.com which is a reputable hosting company that takes a lot of care of every aspect of security. I have not had any security problem with my server for over 10 years.

    4.- All my emails have DKIM, SPF and DMARC valid policies implemented and my system takes care of hard bounces automatically deleting them from my list. I sent last week the 55,000+ emails over a period of 3 days at a pace of less than 1,000 emails per hour. Yes, it was an spike in the emails I sent to my lists because normally I send 3,000 to 5,000 everyday to segmented lists but last week I sent a very important newsletter to all my list so I had to send to all my list of 100,000+ subscribers of which 55,000+ are from hotmail, outlook, etc.

    5.- Even your Smart Network Data Services program (SNDS) shows a complaint rate <0.1%, which is a extremely good complaint rate and shows that I am not sending SPAM at all. And it also states "All of the specified IPs have normal status.". On top of that this IP is not blacklisted in ANY of the most popular blacklists even though I have been keeping it and sending email with it to my subscribers for over 10 years.You can check it in the following services:



    So, there was no breach or security issue with my servers, my email sending was totally intentional to a legit subscriber lists and I follow each and everyone of white-mailing sending policies. I can proof that the emailing was intentional by sending you the email log of my system. If you need it I can attach it to you in the next mail. Just ask for it.

    As you see, there is not reasonable reason to keep my IP blocked at all. I need a supervisor to check this issue further and check all the points explained in my email to unblock my Ip to sending email to microsoft servers.

    --------------------------------------------------------------------------------


    I was directed to this forum from answers.microsoft.com and I need somebody to help me or give me any clue on what to do, as it seems Microsoft Support does not properly read my responses and keep sending me similar replies.

    Sunday, August 11, 2019 8:50 PM

All replies

  • Here we mainly focus on issues and feedback about Outlook desktop client. I’m not familiar with DKIM, SPF, IP etc… From the description, this issue seems to be more related with server side.

    Do you use Exchange server? Do you receive NDR when you send emails to these users?

    Normally, emails marked as junk will be moved to Junk Email folder. If it was blocked, senders should also receive a notification about the non-delivery.

    You can also directly contact Microsoft: https://support.microsoft.com/en-us/contactus

    Regards,

    Perry


    Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.

    • Edited by Perry-Pan Monday, August 12, 2019 7:45 AM
    • Proposed as answer by Perry-Pan Monday, August 19, 2019 8:42 AM
    Monday, August 12, 2019 7:45 AM
  • If you have other concern about Office desktop client, please feel free to ask here.

    Regards,

    Perry


    Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.

    Monday, August 19, 2019 8:42 AM