Inbox bouncing since Aug, 3. Viasat/Synacor unresponsive to faulty mail system

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My wildblue.net email account's Inbox stopped receiving mail on August 3rd. Oddly, it is still forwarding mail to a GMAIL account that I've configured it to do so that all is  not lost in the event of an emergency. 

515-01-097 is a corporate support ticket number given to me by a hotline representative two or three weeks ago. The address is associated with this forum account. I have not heard back from Viasat about this ticket. I can only call the hotline again, and repeat the same steps, so I thought to make a public appeal instead. 

Below is an example of a response given to me by someone writing the account. I cannot share this over the phone. I can also not take the problem to the chat of email support system, because they tell me they are not authorized to address such problems.

Email refusing to work is a simple problem, akin to the modem failing to work. The email account has worked for a decade, and there is no excuse for it to stop working on Aug, 3. Viasat is simply unable to fulfill its promised and or contract.

The problem must be a simple one. Either the mail system is misconfigured, or a certificate is not registered/configured (as the message below suggests) or there is an error in the software that manages mail... that seems likely, since it's absurd that the mail is forwarded, yet rejected from the Inbox, that is its natural destination.

The IP below belongs to Synacor, which is a subsidiary of Viasat that manages its webmail service, possibly among other things. This problem is cut and dry. Synacor is not functioning in its capacity to deliver mail. I believe that I should receive a refund for lack of service in this case, but would simply like this mailbox to work again.
This message was created automatically by the mail system (ecelerity).
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:
>>> ***@gmail.com (reading confirmation): 550-5.7.1 [69.168.106.56] The IP address sending this message does not have a
550-5.7.1 PTR record setup. As a policy, Gmail does not accept messages from
550-5.7.1 IPs with missing PTR records. Please visit
550-5.7.1 https://support.google.com/mail/answer/81126#authentication for more550 5.7.1 information. m187-v6si3225036ioa.74 - gsmtp
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Mick Pearson

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  • dismayed by U.S. corporate decadence

Posted 1 month ago

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Mick Pearson

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P.S. I believe this belongs in the WildBlue category but I see no way to post to a category, or otherwise categorize a posting. Sorry.
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Old Labs (VS1-329-L12FZ)

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For new conversations, there are limited categories that can be selected from the related categories check box list (you have to scroll down to see Wildblue:



But it's ok, nobody really pays attention to them anyways.

Syncaor isn't a Viasat subsidiary - simply a third party they contract through for email services (quite a few ISPs do as a matter of fact). Viasat's frustration with Synacor should be evident since they are no longer offering "free email accounts" to new subscribers and recommending people use GMail - the handwriting is on the wall. Since it's a free email account, match your refund expectations to what it's worth ;)

More distressing to folks might be that it appears from your post is that Gmail rejects email forwarded from some Synacor hosted email servers (If I interpret your post correctly) - hopefully, Viasat can exert some pressure to get that corrected since without forwarding there's no good way to transition to GMail for those still relying on those Synacor.

FWIW and if there's a Viasat employee wanting to take the bull by the horns, the real problem appears to be that a reverse lookup on the IP address maps to mx.dishmail.net, not mx:wildblue.net nor mx:exede.net (this assumes you don't subscribe to Viasat through DishNet):
 
   


P.S. Some have indicated they can get to their email using a desktop email client rather than web based email. Appears there are a couple separate issues - forwarding vs ability to read.
   
(Edited)
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Mick Pearson

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Syncaor isn't a Viasat subsidiary 
This is what I thought, however Viasat's customer representative was very insistent that Synacor is actually a division of Viasat. (Probably that's closer to the language they used than subsidiary. It's very possible they are mistaken, however they always corrected me on this topic.)

A proposal has been to disable the forwarding, but I don't even want to play with it, because it's getting the mail to me, and I haven't been very eager to address the problem... I waited a couple weeks hoping it would fix itself. If it's related to the forwarding feature, then it just seems unlikely to me that I'm the last person alive that has a WildBlue.net account with auto-forward to a Gmail account set up. I think it's more likely that the individual server my mail lives on is bonkers. Especially since Gmail has to be the world's largest email provider bar-none. 

How can Synacor be any kind of contractor if they can let a problem like this go undetected for 2 months? I like my wildblue.net email address. It used to be provided by Google, via WildBlue. Until Google pulled the rug out from under them. But an email address is an email address, and I just don't see how a company can make that commitment not knowing that they are in the email business until its dying day. I don't expect to move or get better Internet service in my area any decade soon :)

It bothers me that nobody cares. I had a lot of trouble getting WildBlue set up, and got success after bringing it to the forums. It took 6mos, until they finally sent me a person from the state over, but that was because our local installer was a disaster. In this case, Viasat itself is not behaving responsibly, and it's a very simple problem, on their side.

P.S. It never occurred to me to scroll that box down!
(Edited)
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Old Labs (VS1-329-L12FZ)

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The fact that customer support insists Synacor is a subsidiary says it all - they aren't, otherwise why would Viasat no longer offer email services to new subscribers and be recommending using GMail ;) See:

https://help.viasat.com/articles/General/What-you-need-to-know-about-your-Exede-net-email

Viasat outsources (not necessarily offshore) many of their functions to third party providers. Even this community is hosted on GetSatisfaction server's although likely  administered by Viasat employees. I wouldn't even be surprised to find that customer support, billing and some other admin type functions are outsourced also. Last I heard was the call center is in Mexico and staffed by Teleperformance

Hopefully somebody from Viasat (i.e. somebody with a vested interested in Viasat)  who gives a rip sees your conversation...
(Edited)
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Steve Frederick-VS1/Beam314, Champion

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@Mick Pearson, I am not sure how you set up the mail forwarding to Gmail, mine is set up to forward all my email to my Gmail account, without keeping a copy in my Wildblue webpage. You may have yours set up this way, that would explain why you aren't seeing ny mail in your Wildblue inbox.

If you chose the option to leave a copy in your Wildblue inbox, then I would agree that you have a problem with your Wildblue webpage.
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Mick Pearson

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Please upvote. I am hoping that airing the matter in public can help my case. I take customer support at their word. That my ticket (515-01-097) exists.

@Steve Frederick, for the record, yes, I preferred my wildblue.net account. I hope people who send you mail do not receive an "unsent" message like my account is experiencing. Some service-based sites interpret this as a delinquent address and stop sending mail, even while the mail is getting through.

It's a bad situation. Synacor should be monitoring its system for anomalous errors so that its customers are not denied communications/tasked with following-up on problems.
(Edited)
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Steve Frederick-VS1/Beam314, Champion

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@Mike Pearson, I  have changed my email address to my Gmail account for  most of my contacts. There are only  few that I missed, and as I get an email from them through my Wildblue account, I let them know of the change, so I am not too concerned about those few that might get rejected. Your best bet is to get off the Wildblue/Synacor mail debacle and start using Gmail or Yahoo mail. It is your choice to use whatever mail service you want too.
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Oliver

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Viasat support summed up when dealing with email or phone service. 

"It bothers me that nobody cares"
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Mick Pearson

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It's frustrating, but everyone's first impulse to howl at these forums also makes it difficult for moderators to address the actionable problems like mine. That said, I'm glad to find regulars in a forum of this nature who are not staff, nor disgruntled clients.
(Edited)
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Mick Pearson

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UPDATE

I just received a phone call about the ticket from the original post. 

The verdict is that on the day the mail died, the email system was moved to a different server. And without notifying me, I needed to manually logout, and log back into the wildblue.net website (for some reason) in order to access the new server.

I guess, my workstation has been logging into the replaced server, which must not have been taken offline. It's very strange, but it seems like it cannot be related to the problem of the mail being bounced back to personal acquaintances, and denied to service-based companies I've registered the address with.

So, I don't know if I'm completely out of the woods, however, my backlogged mail from Aug 3 onward is in my webmail account, after logging in/out. Needless to say, Viasat could have at least attempted to notify its user base. And FWIW, wildblue.net would every 2wks or so require a fresh login, but come to think of it, it has not done so in all of these weeks, which my computer automatically opens Viasat's browser to the Inbox on start up.

Anyway, that's my story.
(Edited)
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Brad, Viasat Employee

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Glad someone called you. Unfortunately our email is hosted by a 3rd party company and really when it comes to troubleshooting the best route would be to call us at 855-463-9333 as issues occur and at that point our team can troubleshoot or contact Synacor to find a resolution.