Spam issue

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  • Question
  • Updated 9 months ago
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  • (Edited)
When will the Exede/Wildblue email SPAM and the shared Server with DirecTv blocked issue be repaired? I need my email back up. SPAM needs to end immediately. Block this crap.All my emails are being rejected by everyone because of this and I do not want to have to go out and get another email and have to go through changing this with all my accounts, college, employer etc. I need this fix asap.Arrival-Date: Tue, 25 Jul 2017 08:05:52 -0400Reporting-MTA: dns; smtp02.viasat.aga.synacor.comLast-Attempt-Date: Tue, 25 Jul 2017 08:05:52 -0400Final-Recipient: rfc822; Paula.Barber@esc.eduAction: failedRemote-MTA: dns; esc-edu.mail.protection.outlook.comDiagnostic-Code: smtp; 550 5.7.1 Service unavailable, Client host [69.168.102.197] blocked using Spamhaus. To request removal from this list see http://www.spamhaus.org/lookup.lasso (AS16012611) [BL2FFO11OLC001.protection.gbl]Status: 5.7.1
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Kenneth Anderson

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Posted 11 months ago

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Bev, Champion

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Exede knows about it and it is being worked on. It may take as long as two weeks to get the host off the blacklist though so, an alternate form of communicating with those you can't email right now may be a good idea. GMail is fine to those people and, it's free so, you may want to use that temporarily.
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Kenneth Anderson

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This response might work for some, but we are paying for service.  So it is not acceptable for me to have to pay a premium just to get online and then have features unavailable to me and I just have to suck it up!  I just want all of this resolved and I want that nasty SPAM, tons of it stopped!  I do not want excuses or suggestions, but action on this.  Fine that they know, and they are working on it and all that.  Two weeks is unacceptable.  This is not the first time this issue has come up, all anyone has to do is do an internet search and can see this happened before.  Be serious and up front and treat your customers better.  Man, this is not the way to manage a company.
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Dirk Dowstra

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I do use a gmail account, I have read the ELUA, but my main account for this provider [Exede-Wildblue] is full of spam, while the secondary accounts set up by me for this provider are not full of spam.

Somewhere the address got out and I am receiving spam for all sorts of subjects, almost all of them do not even come close to something I may need or want, like pregnancy testing? mammograms?, ... really?

As an example, I use the secondary email accounts to register products, use Amazon Prime, and subscribe to newsletters for software and services that I use, ... yet the secondary Exede-Wildblue email accounts do not get spam. Only the main account has been inundated with spam during the last few months. I have the Spam Setting on "high", while tagging and moving all of the spam to the spam folder.

It should be creating a "blaclist" somewhere, yet it does not appear to be doing this as much of the spam is from the same servers.

To be honest, the Zimbra email software does not seem to be working correctly and/or it was recently hacked and the addresses sold or passed around to the spam marketers.

My personal gmail account does not have this problem, but in answer to why I don't use that instead is a weak and ineffectual reply (especially coming from Exede Employees) and as Kenneth has pointed out, I don't want to use it for everything and the reasons aren't anyone's business. That alone is sufficient to register a complaint.

Take note, something is wrong, something malfunctioned somewhere, because this wasn't a problem last year and now it is a big problem.

Kenneth's sent email is being blocked as spam, which means it got onto a blacklist for known spam origination. Again, something is wrong.
(Edited)
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Old Labs

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Actually Kenneth's sent email wasn't being blocked as spam, it was much worse - the entire email server from which Exede/Wildblue email was originating was blocked by Spamhaus - on the surface it appeared that Exede/Wildblue email was originating from DirecTV (giving the impression of an open relay) - that issue has since been corrected (but only a full examination of the full outgoing headers will determine that - appears at a minimum they simply chnaged IP addresses of the server's affected.

Again read the Exede End User Agreement for Email Services (which provides no warranty for fitness of purpose, security, privacy, remedies for errors, etc.) -  and then tell me it's a better choice than GMail - choose your poison (at least Google corrects their errors quickly since it's a source of direct ad revenue). Continue to use either at your own peril - both are worth exactly what you pay for them.
(Edited)
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Dirk Dowstra

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Wow, even worse? Wow.

I understand the EULA, but why even offer a service if it is substandard and not backed by the provider? Why provide it as an incentive to a service if it does not work as intended? If even the employees are recommending an alternative service, it sounds as if there was a bad decision made somewhere along the line.

All in all, it is still a valid complaint. Until a few months ago, the service was adequate, now it is broken, and because of the EULA I can't report the issue? That doesn't seem right.

My intent is only to offer as much information about the problem in hopes that the contracted provider of the service (Zimbra) can update and repair their software. It is broken, something is wrong, please fix it.

  • Server hosts blocking sent mail
  • Increase in spam mail to main accounts
  • Blacklist function does not seem to be working correctly
  • unrelated? cross site scripting detected on the community site

The only other option I have is to contact all of my sources that use the main email account and update the address they have on file and provide them with a secondary email address (strangely, those seem unaffected by spam).
(Edited)
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Jim16, Champion

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"but why even offer a service if it is substandard and not backed by the provider?"
The ISP has to provide a mail service only because some customers can't navigate the internet well enough to provide their own email service.  Exede did have Gmail but Gmail discontinued service for a lot of companies.  The email client provided by Exede is a free service that you can use or not use.
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Dirk Dowstra

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Thank You Jim, but you are not really giving any helpful information there, ... sorry, but I do have a legitimate complaint and as I posted earlier, I already have a Gmail account, it is my personal account, for friends and family only, and it receives no spam.

I have a wildblue email account, it comes with the Exede service, which I pay monthly for, and that is where Exede and other paid services send their emails. In the last 3 months a significant amount of spam mail has been showing up in that account. I also have secondary wildblue email accounts for things that may or may not generate spam, curiously, these accounts receive no spam, ... everything has been working fine up until the last 3 months.

As for a "free service", I am not so sure about that, as you can not just apply for it and get it for free like Gmail, you have to have an Exede service contract first, ... I would say that it is included in the service, which is paid for, and anything you get through a paid service is not entirely "free".

... and I am still getting that cross-site scripting error (exploit) on this site.
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Diana, Viasat Employee

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Hello Kenneth and Don,  We've notified Zimbra ( our email client) and hope to have this resolved quickly. We apologize for any inconvenience this has caused you.
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Kenneth Anderson

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Diana, one year ago, you posted a response to another poster with concerns about Zimbra, and you told him "Exede Diana, Employee
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Hi Deborah, I'm sorry you feel that way.  Old Labs is correct.  Please send us a copy of the spam phishing email to exedelistens@viasat.com with your account information. We will escalate it. We also have tips on our website. Check out this link as well as the one Old Labs provided. http://help.exede.net/articles/General/Protecting-your-email-from-spam. Thanks"

So, clearly, Exede has known for some time now that there are issues with the email.  This is not new, and look, the signs were there and they were either ignored, or overlooked, but Exede chose to go this path and outsource the service to these guys.  It was not a good decision, and it will continue.  Does Exede care?  Because if they did the best news I could hear right now, is that the relationship will be severed with these guys.  It is an absolute pain to get after spammers.  I think right now I have like at least 50 out of my "authorized 100" domains to block from spamming me, and the list grows weekly and then when I run out of the ability to block new domains then I leave Exede.  I will just go back to a competitor of yours and that really will suck, for me, and I guess if Exede cares, then it will suck for them too.  My clock is ticking, and I am just sick and tired of try this, try that, routines.  I am not going to just go set up another email to use for a period until this gets resolved, and I do not think I will even get notified one way or the other if it gets resolved because Exede just does not do a great job of letting customers know about issues like this until they happen and then they are always in the reactionary mode vs. being proactive and getting ahead of things. 

Again, I would seriously consider the relationship with this provider Zimbra, as they are causing you headaches with your customers, your clients.  Outsourcing is good when it works, and sucks bad when it doesn't.

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Bev, Champion

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Kenneth this is not the same issue. That post was about RECIEVING SPAM. Most of which is a result of a person signing up for various online things with their email address. That isn't Zimba's job to block email you agreed to receive, even if you did so inadvertently by registering for someplace like Expedia, Hotels.com, a survey site etc.... You need to unsubscribe.

Yes, there are some emails that are random SPAM and, don't have an unsubscribe option, those need to be marked as spam so that Zimba learns what is really SPAM.
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Kenneth Anderson

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Allright Bev, your service is no longer needed, wanted or required at this point.  I only want to speak with bon-a-fide and actual Exede employees at this point.  You are just replying to my messages and making things worse.  I think you fail to grasp what my expectations are here with this.  You need to visit Bitdefender or even Spamhaus.org site and review information there.  I am not talking about email traffic like expedia and hotels.com for crying out loud.  You can go about assisting others with information.  You do not know me, you do not know my credentials, and you certainly do not understand how SPAM can be blocked, and proactively dealt with and yes, I am pretty sure that Zimbra or Synacor found themselves blocked because of lax policy, poor administration, and failing to institute tools to prevent the kind of activity that caused them to be blocked.  Who started this post?  If it was me, then it was about SPAM and what I have been seeing is pretty disgusting and very nefarious stuff land in my inbox by huge amounts.  If Exede wants to investigate my email account, they are free to do so!  My post is also about my email now being blocked.  Yesterday I started shopping for solutions and working with the Broadband Authority in NYS.  I am really tired of the service and available options for my Family, and we are not even that "rural".  I am tired of promises of better plans, rates, bandwidth, speeds, etc.  I was told speeds and plans would get better when they launched Viasat 2, and then at some point Viasat 3.  All Exede did was lure us all in with promises, and then use the additional satellites to grow their markets and forget about the current folks.  Just do any internet search you want about what Exede's current and prior customers feel about Exede. My rant is done.  Either Exede will reach out to me, and get this all settled, or I am leaving them.  A matter of time to find something else, but I am hot on it, I assure you. 
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Diana, Viasat Employee

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Kenneth, Yes all email carriers have issues with spam. Spammers scan the internet looking for changes and then find a way attack.  Zimbra and all mail carriers are continuously looking for ways to stop them and do. Once they stop the attack, the spammers find a different path. It is a battle we are always fighting.
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Steve Frederick, Champion

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An easy, and free solution, would be to just get a Gmail account. Thy have by far the best spam filtering of all of them.
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Jim16, Champion

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I'll never understand how anyone can blame the ISP for their spam.
And yes, I second Steve's solution for at least hiding the spam you are getting.  It's your responsibility to control your email "stuff", not mommy ISP.  Holy cruft, you'll dump an ISP because of your spam?  Are you serious?  ( my favorite word now, cruft, thanks xode000. )
(Edited)
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Brad, Viasat Employee

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Definitely agreed!

Although even with Gmail which I personally think has a unparalleled spam filter, I still see 20 or more slip past the spam filter but a lot of that is social things from hobby sites, sale notifications, related items I viewed on Amazon or Ebay.  


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Jim16, Champion

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Yes, Gmail is great but it only moves the spam to another folder so you can't see it in your inbox, it doesn't solve the issue of why he is getting so many emails that he will dump an ISP.  That makes as much sense as getting rid of a car because the radio station I listen to isn't playing what I like.  Holy CRUFT, change the radio station!!
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Dirk Dowstra

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Wow, the message was deleted but I still have a copy. Looks as if another customer was driven away, ... awesome work,  ... I guess that's the way to help out?

For myself, I would have suggested a couple of tutorials on setting up the message filtering for the Zimbra email feature. But your way seems best, ... I guess.

https://wiki.zimbra.com/wiki/Improving_Anti-spam_system

https://wiki.xmission.com/Zimbra_Spam_Filtering

Those are for the Zimbra email software in general, but the Exede version has it too. It is under the "Preferences" tab and listed on the sidebar menu as "Filters". Instead of waiting on Zimbra to catch up to what is and isn't spam, you can also add the spam addresses yourself.

It is a more tedious method, but after awhile, you will build up a more powerful filter with each address you add to it.

Alternatively, you can create a named Filter, then for each spam message, right-click on the "From" label, select "Add to Filter" and it will add it to the existing named filter. Make sure to label the filter condition as "contains" rather than "matches exactly", then you can set the named filter to either send it to your Spam Folder, or the Trash. You can also add "wildcards" in the address like so:

" Rt40@exclusive.swirti.org " becomes " *@exclusive.swirti.org "

The filter will now sort any email from that domain (a known spambot), and deposit it to any folder you tell it to.

Another trick spammers use is to have the email label the "From" header field as if it had come from your own email address, like so:
Received: from [108.179.197.144] ([108.179.197.144:27791] helo=bitstimes.com)
	by mx.wildblue.net (envelope-from <>)
That instruction in parenthesis will rename the "From" field with your own email address (who sends email to themselves?) ... but there is a way around that too:

In the named filter add the condition: [Header named] - [Reply-to:] - [does not exist]

The reason this works is because the message is generated  by a spambot and 99.99% of the time they always leave out the "Reply to:" header.

As for telling people to just get Gmail, the thing that is overlooked is that for many people, setting up and notifying everyone about a new email address is a major hassle. Sure, signing up for a new Gmail account is easy, but;

  •     Not every customer is Computer or Internet savvy.
  •     Many customers signed up with Exede and decided to use the email feature sight unseen.
Think about that for a second, who has the foreknowledge or suspicion to search out the quality of the email software provided by their Internet Service? Not a whole lot of people would know that, ya know?

Many sign up and find out much later that the Zimbra email software has a tendency to be a spam magnet only after notifying their friends, family, and important contacts of their new email address. Plus, many of them do not know how to use it's built-in features.

So, from what I have observed here, telling them to just get Google Mail, only pisses them off further. Again, getting a Gmail account is the easy part, but notifying all of their contacts of the second new address can be a major pain in the arse.

Think on this; It isn't a case of "getting rid of the car, because they don't like the radio" rather, the reply comment is more like "a last straw that pushes them away", or a "final insult before deciding whether or not to stay".

So, why not use the links I provided and the suggestions I mentioned to help the frustrated customers rather then give them snarky and unhelpful replies?
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Don Homuth

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Kudos and thanks to the Exede staff.  My issue was resolved quickly enough so that it was an annoyance and not a crisis.
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Kenneth Anderson

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I was not going to respond here and let this go for now, but the response here just has to be addressed:  To Jim16,  a "Champion" with 476 Posts and 346 Reply Likes.  

""but why even offer a service if it is substandard and not backed by the provider?"
The ISP has to provide a mail service only because some customers can't navigate the internet well enough to provide their own email service.  Exede did have Gmail but Gmail discontinued service for a lot of companies.  The email client provided by Exede is a free service that you can use or not use."

This response is garbage.  You are no doubt a loved customer of anyone doing business with you. I would love to install a driveway for you, and when it starts cracking, weeds growing through, sinking in, you would be like "oh well, that is what happens because of this or that, and my driveway installer is great, thanks for the super job."  LOL  I especially love this statement: "The ISP has to provide a mail service only because some customers can't navigate the internet well enough to provide their own email service."  Wow, you really think this is what it was all about??  haha, good lord.  LOL

Then this one: "The email client provided by Exede is a free service that you can use or not use."  Yes, that is right every company that outsources just provides products and services for free, because it works that way.  haha, LOL

This is exactly why, customers want input from actual Exede people that actually can assist.  Comments on here sometimes, just make you wonder.  I think you kneejerked that Jim, because you wanted to try to provide some kind of a counter point to all this. 

Bottom line, if I was Exede, and I was in charge of initiating Service Level Agreements, this is one agreement that would be getting the very near future AXE!  If the outsourcee cannot live up to that SLA, then they need to be bye bye asap.  This Syncor, and Zimbra has a history of issues and again, when cutting SLAs I would be running everything from a credit check to a background check, and just some basic internet searches brings up a host of issues.  Not reliable, or just kill off the service so that your customers do not have expectations. 

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Kenneth Anderson

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Actually, I only came here to share with other users my experience.  That was my purpose, but also, since I see that there are Exede employees on the site trolling it for issues and to provide CSR support.  I remember when that time too when ISPs used to offer web space.  I even used to use those features, LOL.  I agree with your comments on Hughes, which is why I am very seriously considering switching back to them in September.  Twice the speed offered to me, and I can deal with a 50gb/50gb vs. my 12mb, 15gb/unlimited.  Hughes will have issues with customer service and support like Exede, but I will not go with them for the CSR, but for the equipment and plans they offer.  I can resolve most of my issues as long as it is on my property, when it is with the provider, then I need the help.  Not too mention, I am not happy with Exede's way of leasing the equipment either.  I think I plan to leave Exede in September.  Other things on my plate right now.   
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Kenneth Anderson

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My email resolution was to just go with a paid service under my own registered domain with Rackspace.  It was a toss up with my to go with them or one other, but I went with Rackspace for 2 bucks a month/10.00 to register the domain.  Not horrible, and at least I have someone to work with.  I called customer service yesterday, and although I was on hold for a while, I got a rep that was on it!
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Kenneth Anderson

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I will only keep the wildblue/exede email for garbage now.  I will separate professional use of email with that email and use the wildblue for other things, like purchases online and that sort.  I hate what Syncor/Zimbra provides, and those jokers should get on it, because that joker will get blacklisted again.  Sooner or later it will happen, as they have something wrong with them.  Managerial, system, limited by resources/money to invest, something, I don't know.
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david, Champion

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I got my own email address right after the internet became available where we lived in '95. ISP's come and go and the quality of their services very, example Exede's emaiI.  got my own domain name and hosting in '03. I now pay $20 a year for the domain name and hosting together. It's WELL worth it. I have unlimited email addresses on my domain name and unlimited transfer and space with the usual asterisk after unlimited. I would recommend anyone spend the $20 a year.
(Edited)
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Kenneth Anderson

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I got it, and you are right.