Reckon emails to Bigpond email addresses (25 June 2019)

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  • Updated 4 months ago
Hi everyone,

We are currently investigating reports of emails sent from Reckon email addresses (@reckon.com) not being delivered to Bigpond email addresses (@bigpond.com).

This affects emails sent from Reckon Accounts Hosted, password reset and account verification emails to recipients who have a Bigpond email address etc.

Our findings indicate that Telstra/Bigpond are potentially marking emails from the Reckon email domain as spam which means that any emails from our email addresses are not being delivered.
We have been in strong conversation with Telstra in relation to this matter however they have advised they are unwilling to perform any action to resolve this matter from our prompting, and instead have advised for Bigpond customers to raise complaints with their ISP in order for them to investigate.

We are extremely disappointed with Telstra's response and fully appreciate the frustration this currently poses. We are continuing to pursue this on our end, however if you are currently affected by this, can we please ask that you get in touch with your ISP and raise a support case to initiate investigation. The more people that report this will hopefully expedite action on this issue from Bigpond/Telstra.

Thank you all for your co-operation on this and our sincere apologies for any inconvenience caused.
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Rav, Community Manager

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Posted 4 months ago

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Rav, Community Manager

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** UPDATE **

Hi everyone,

Just a further update in regard to this situation.

We've continued to pursue this matter with Telstra and they now understand that the issue is with their system.
They have incorrectly flagged emails due to an increase in the number of emails passing through their systems. This is likely related to end of financial year activities.

We have requested urgent attention to this matter and have been advised this will be addressed in the morning.

We'll keep you updated as soon as we receive more information from Telstra.

Thank you all for your patience.

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