Summary
Contacting Spectrum/Charter directly about email delivery issues is generally ineffective. A consensus emerges that focusing on improving sender reputation and adhering to email marketing best practices is the most effective approach. This includes ensuring proper email authentication (SPF, DKIM, DMARC), maintaining clean and engaged email lists, and providing valuable content. When encountering issues, it is beneficial to work through your ESP (Email Service Provider) or a deliverability consultant who has established relationships with ISPs. Specific error codes, like AUP#In-1310 (concurrent connections) and general delivery failures (5.1.0), indicate the need to review Spectrum/Charter's Acceptable Use Policy and address technical or content-related issues. Short engagement filters may indicate low-value content that negatively impacts deliverability. Checking with your sending provider (e.g., Mailgun) for IP-related issues may also be necessary.
Key findings
- Direct Contact Ineffective: Directly contacting Spectrum/Charter postmasters is generally not effective.
- Reputation is Key: Building and maintaining a strong sender reputation is crucial for deliverability.
- ESP/Consultant Assistance: Working through your ESP or a deliverability consultant is recommended.
- Authentication is Essential: Implementing SPF, DKIM, and DMARC is essential for authenticating emails.
- List Hygiene Matters: Regularly cleaning email lists improves deliverability and reputation.
Key considerations
- Address AUP Violations: Review and comply with Spectrum/Charter's Acceptable Use Policy (AUP).
- Understand Error Codes: Understand and address specific error codes (e.g., AUP#In-1310, 5.1.0).
- Content Quality: Ensure your email content is valuable and engaging to avoid being flagged as spam.
- Monitor Sending Reputation: Continuously monitor your sending reputation and address issues promptly.
- IP Pool Issues: Investigate potential IP-related issues with your sending provider (e.g., Mailgun).
- Fix underlying issues: Don't try to bypass blocks. Address the technical and content issues that are causing the blocks.
What email marketers say
10 marketer opinions
Contacting Spectrum/Charter postmasters directly is generally ineffective for resolving email delivery issues. The primary recommendation is to focus on improving sender reputation by implementing best practices such as email authentication (SPF, DKIM, DMARC), maintaining clean email lists through regular hygiene practices, and sending engaging content to subscribers. Work through your Email Service Provider (ESP) or a deliverability consultant who has existing relationships with ISPs. Understanding and addressing specific bounce messages and underlying issues related to content, sending practices, and list quality is crucial.
Key opinions
- Direct Contact Ineffective: Directly contacting Spectrum/Charter postmasters is unlikely to resolve email delivery problems.
- Focus on Reputation: Improving your sender reputation is key to better deliverability with Spectrum/Charter.
- ESP Assistance: Working through your ESP or a deliverability consultant is recommended due to established relationships with ISPs.
- Authentication Matters: Implementing SPF, DKIM, and DMARC email authentication is crucial for improving deliverability.
- List Hygiene: Regularly cleaning your email list improves sender reputation and deliverability rates.
Key considerations
- Bounce Messages: Understand and address specific bounce messages received from Spectrum/Charter to identify underlying problems.
- Content and Practices: Review your email content and sending practices to ensure they comply with Spectrum/Charter's policies and avoid spam filters.
- Engagement: Send relevant content to engaged subscribers to improve deliverability.
- Monitor Reputation: Monitor your sender reputation and address any deliverability issues promptly.
- Underlying Problems: Instead of bypassing blocks, fix the underlying problems related to authentication and list quality.
Marketer view
Email marketer from MailerMailer Blog responds that contacting the postmaster directly is unlikely to resolve deliverability issues, especially with large ISPs like Spectrum/Charter. They recommend focusing on best practices such as authentication (SPF, DKIM, DMARC), list hygiene, and monitoring reputation. They suggest working with your ESP (Email Service Provider) to troubleshoot deliverability problems, as they have established relationships and feedback loops with major ISPs.
17 Sep 2022 - MailerMailer Blog
Marketer view
Email marketer from Validity Blog advises that it's often more effective to work through your ESP or a deliverability consultant who has established relationships with ISPs. They emphasize the importance of understanding the specific bounce messages you're receiving from Spectrum/Charter and addressing the underlying issues, such as content, sending practices, or list quality.
28 Dec 2023 - Validity Blog
What the experts say
4 expert opinions
Contacting Spectrum/Charter directly about email delivery issues is generally ineffective. Building a positive sending reputation through email authentication (SPF, DKIM, DMARC), list hygiene, and engaging content is more beneficial. If using short engagement filters, assess the value of your mail to recipients, as it can negatively impact deliverability. Consider that issues may stem from IP problems within your sending provider's pool. Focus on resolving technical and content problems leading to blocks rather than seeking direct ISP contacts.
Key opinions
- Direct Contact Ineffective: Direct contact with Spectrum/Charter is not recommended.
- Reputation Matters: Building a positive sending reputation is key to improved deliverability.
- Engagement Filter Implications: Short engagement filters can indicate low-value mail and affect deliverability.
- IP Pool Issues: The issue may be related to IP problems with your provider (e.g., Mailgun).
Key considerations
- Technical & Content Issues: Focus on fixing the technical and content issues causing blocks.
- Email Authentication: Implement SPF, DKIM, and DMARC for email authentication.
- List Hygiene: Maintain a clean email list.
- Engaging Content: Send engaging content to improve deliverability.
- Mail Value: Assess the value of your mail to recipients.
Expert view
Expert from Email Geeks suggests that a 7-day engagement filter can be a sign of low-value mail, often leading to delivery problems due to recipients' lack of interest. They also mentioned that there probably isn't a good contact at Charter.
26 Nov 2024 - Email Geeks
Expert view
Expert from Spam Resource explains that contacting ISPs like Spectrum/Charter directly is generally ineffective. Focus on fixing the technical and content issues that cause your emails to be blocked.
21 Jul 2024 - Spam Resource
What the documentation says
3 technical articles
Email delivery issues with Spectrum/Charter often stem from violations of their Acceptable Use Policy (AUP), such as concurrent connection problems indicated by AUP#In-1310. General delivery failures, indicated by 5.1.0 errors, may arise from sender address issues, policy violations, blacklisting, or poor reputation. Implementing DMARC, in conjunction with SPF and DKIM, is essential for improving deliverability by providing domain owners control over handling authentication failures.
Key findings
- AUP Violations: Issues often arise from violations of Spectrum/Charter's Acceptable Use Policy (AUP).
- Concurrent Connections: AUP#In-1310 suggests a concurrent connections problem.
- 5.1.0 Errors: 5.1.0 errors indicate sender address issues, policy violations, blacklisting, or reputation problems.
- DMARC Importance: DMARC, combined with SPF and DKIM, is critical for improving deliverability.
Key considerations
- Review AUP: Review Spectrum/Charter's Acceptable Use Policy to ensure compliance.
- Address Sender Issues: Identify and address any issues with your sender address.
- Improve Reputation: Improve your sending reputation to avoid blacklisting.
- Implement DMARC: Implement DMARC, SPF, and DKIM to control how authentication failures are handled.
Technical article
Documentation from Spectrum Support explains that issues arise from AUP violations. AUP#In-1310 suggests a concurrent connections issue. They recommend reviewing their acceptable use policies. They note that domains may be temporarily blocked if sending practices are in violation of their policies.
9 Jul 2021 - Spectrum Support
Technical article
Documentation from RFC Editor explains that 5.1.0 errors generally indicate an issue with the sender's address or general delivery failure. This usually means the recipient server is rejecting the email. This can indicate policy reasons, blacklisting, or reputation issues.
7 Dec 2024 - RFC-Editor.org
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