How do I resolve email issues with iinet.net.au?

Key findings

• Infrastructure shift: iiNet, along with other TPG brands, moved their email services to The Messaging Company (which uses Atmail as a white-label provider) approximately one to two years ago.
• Provider contact: Direct contact for deliverability issues should now be directed to The Messaging Company, not iiNet.
• Migration details: Customers may have needed to actively opt-in to continue their email service with The Messaging Company, otherwise accounts could be deactivated.
• SMTP settings: Proper configuration of SMTP settings is essential for email clients to send mail correctly via the new provider. For further details on adjusting settings post-migration, a relevant article on SMTP configuration may be helpful.

Key considerations

• Documentation review: Verify if your clients have reviewed official communications from iiNet or The Messaging Company regarding the migration requirements.
• Issue specificity: Gather specific details such as bounce messages, IP addresses, and timestamps to provide to The Messaging Company for efficient troubleshooting. This is critical for any email delivery issue.
• Contact persistence: Be prepared for potential delays in responses from postmaster teams, as not all providers offer highly responsive support channels. For general advice on contacting mailbox providers, consider best practices.
• Alternative solutions: If persistent issues cannot be resolved, explore migrating email services to a more robust platform like Microsoft 365 or Google Workspace.

Key opinions

• Migration impact: The transition of iiNet's email services to The Messaging Company is a widely acknowledged factor behind recent email problems, including messages going to junk folders or not arriving at all.
• Support challenges: Users frequently report difficulties in getting timely or helpful responses from The Messaging Company, often receiving only automated ticket numbers without substantive follow-up.
• Diagnostic need: When seeking help, providing specific details like bounce messages, IPs, subjects, and timestamps is consistently requested by those offering assistance. This granular data is vital for technical email solutions.
• Blocklist confusion: There can be conflicting information regarding blocklist status. For instance, a provider might indicate a link is listed, while the blocklist operator denies it, causing confusion for senders. You can check your status with a blocklist checker to clarify.

Key considerations

• Customer service quality: Trustpilot reviews indicate a general dissatisfaction with iiNet's customer service in resolving problems, which extends to their email service transition.
• Proactive opt-in: Some users experienced email deactivation if they did not proactively opt-in to the new service with The Messaging Company, emphasizing the need to check past notifications from iiNet. More discussion on this can be found on StereoNET forums.
• IT support options: For those unable to resolve issues directly, third-party IT support services specializing in email setup and troubleshooting for various providers might be a viable option.
• Considering alternatives: Given the challenges, many users consider migrating away from iiNet email, potentially to more reliable and feature-rich email providers.

Key opinions

• Provider identification: It's noted that iiNet (and related TPG services) are now using Atmail.com as a commercial white-label email provider, which is critical to know for troubleshooting.
• Postmaster responsiveness: Experts highlight that highly responsive postmaster groups, while beneficial, are a relatively new and limited phenomenon in the broader email ecosystem.
• Data requirement: Providing comprehensive details, including IPs, subjects, timestamps, and full error/bounce messages, is consistently advised for effective diagnosis of deliverability problems.
• Blocklist diagnosis: Accurately identifying whether a link or IP is listed on a blocklist requires direct verification with the blocklist provider, as information from intermediaries can sometimes be unclear.

Key considerations

• Patience and persistence: Due to varying levels of postmaster responsiveness, sustained efforts in following up on support tickets may be necessary.
• Technical data collection: Senders should ensure their systems are configured to capture and log detailed bounce codes and mail logs, as this data is indispensable for troubleshooting. You can use an email deliverability tester for initial diagnostics.
• Authentication basics: Fundamental email authentication, including SPF, DKIM, and DMARC, is crucial for establishing sender legitimacy and should always be correctly configured. For more information, read a simple guide to DMARC, SPF, and DKIM.
• General postmaster resources: When specific provider contact is difficult, consulting general postmaster guidelines from major email services can offer insights into best practices. For example, Apple's postmaster information provides general advice applicable across many providers.

Key findings

• Service migration: iiNet's email service was officially handed over to The Messaging Company, impacting how users manage and troubleshoot their email.
• Opt-in requirement: Users were often required to actively opt-in to continue their email service under The Messaging Company to prevent account deactivation.
• SMTP updates: Documentation from new providers, like Atmail, emphasizes the need for correct SMTP settings in email clients to ensure proper sending.
• Postmaster guidelines: General postmaster documentation from major providers provides comprehensive advice on bulk email sending, authentication, and troubleshooting delivery issues, which serves as a universal guide regardless of the specific mailbox provider.

Key considerations

• Official communications: Users should consult any official announcements or support articles from iiNet or The Messaging Company related to the email service transition.
• Service provider changes: Be aware that iiNet's backend email provider is now Atmail, and their documentation should be consulted for technical specifics.
• Authentication standards: Ensure adherence to global email authentication standards like SPF, DKIM, and DMARC, as these are fundamental for successful delivery across all providers, including those using Atmail. A DMARC monitoring solution can help track compliance.
• Blocklist policies: Understand that third-party blocklists, such as Cloudmark, operate based on their own criteria, and senders should refer to their public documentation for de-listing procedures. It's always beneficial to have a blocklist monitoring solution in place.