Earlier last week, we became aware of a deliverability issue with Earthlink networks for email delivery. We previously filed to unblock the restricted IPs, but more IPs are blocked. We have narrowed down to a few IP ranges and want to let you know what types of email will get through and what email won’t while we’re working to resolve this.
- Double-opt-in email – 33% of our confirmed opt-in IPs are restricted.
- Transactional email — 100% of our transactional messages are permitted.
- Single-opt-in email – 92% of our single opt-in IPs are restricted.
This serves as a fresh reminder that we are all equally responsible for maintaining a good email reputation. Make sure that you set and reinforce the expectations with your contacts and to segment your email marketing in a way that is timely and relevant to recipients so they aren’t compelled to hit the Report Spam button.
We have a ticket open with Earthlink since early last week and will be working closely with them to restore email delivery across all IP pools.
UPDATE 4/29/10: We have confirmed a majority of Infusionsoft IPs are delivering messages to Earthlink without interruption. However, a few isolated IPs are still currently restricted. We have a few support cases on file with Earthlink and are awaiting their follow-up. We’re sorry we have no further progress on this. Thanks for your patience.
UPDATE 5/14/10: We have relentlessly contacted Earthlink for block removal. A handful of IPs have been unblocked but a majority of them still remain blocked. From all the other ISPs we have relationships with, Earthlink has proven to be non-responsive and has not aided in resolution of this. We will resubmit our requests on email blocks, but we don’t have confidence this will be resolved quickly. I’ve updated the status of the IP blocks above.
{ 4 comments… read them below or add one }
We just tested this and earthlink.net emails that are double opted in are still bouncing back, this also includes peoplepc.com and mindspring.com/.net email addresses – both of which are owned by Earthlink. Invoices are also not going through to these addresses. So it looks like there has been no real change – at least not on our accounts.
Karim,
Sorry to hear about the slow progress on this. That's never fun or pretty to deal with. We've been on top of this for a while now.
We have confirmed a majority of our IP pool is going through fine with Earthlink, but there appears to be a few outstanding IPs that are being restricted by Earthlink.
We've lodged more than a few support cases with Earthlink seeking response; however, that has been met with minimal response from their organization. It's disappointing to say the least and we apologize for this situation.
Rest assured, we are aware of this issue and are tracking it closely. Unfortunately, Earthlink has not provided us an intelligible response to our otherwise normal unblock requests.
Thanks again for your patience and understanding in this. We know it's frustrating. We're a little peeved ourselves, too. But please understand in situations like this, it is beyond our control and all we can do make the request for outside ISPs to make changes for us.
Karim, I also want to share that if you need to escalate anything you are welcome to contact me directly for assistance. I'm happy to help you have an even better experience with Infusionsoft anytime.
Thanks,
Joseph Manna
joseph.manna@infusionsoft.com
480-289-6814
I am having the same issues with Earthlink and they are unresponsive, we host our domain with Earthlink, do you think we should change or host and would you suggest which company might not have the same problems that Earthlink is giving us? Right now 10% of the domains in Europe we work with are being blocked. thanks
Has there been any update on this issue with Earthlink? I see that our Earthlink/mindspring, etc. emails are being bounced back still.