FUSE email NIGHTMARE - Cincinnati Bell (2024)

vudutu
@insightbb.com

vudutu

Anon

2013-Mar-14 5:10 pm

vudutu
@insightbb.com

vudutu

Anon

2013-Mar-15 2:44 pm

Spent hours on that Celtic, multiple calls and supervisor escalation. Tried everything they suggested with A PC on outlook and some on a Mac also same issue with ipads. tried pop. emil setting attempts are below. Also tried not authenticating just for kicks, also tried zoomtown setup. And smtp.fuse.net port 25 for for outgoing. Also tried port 110 in and 587 out per their suggestions. Issue is even if you are using their suggested settings and authenticated it will not pass an email from whoever@cinci.rr.com. FYI email send WILL test OK from the "test email config" inside Outlook but when you send the an email it goes into the ether, no kick but does not get to the person sent to.

Incoming Server Type: POP3
•Incoming mail server:
for email addresses ending in @fuse.net, enter pop.fuse.net
for email addresses ending in @zoomtown.com, enter pop.zoomtown.com
•Outgoing mail server:
for email addresses ending in @fuse.net, enter pop.fuse.net
for email addresses ending in @zoomtown.com, enter pop.zoomtown.com

Fuse Internet Access
Incoming Mail (POP3): pop.fuse.net
Outgoing Mail (SMTP): smtp.fuse.net

If you send via gmail it will send some but NOT to a fuse recipient, says it is reject for spam. This is a test email no attachments little text. See the kick full header below. I am going to go up and do more test from hers and another machine.
Lovely.

From: Mail Delivery Subsystem
Date: Fri, Mar 15, 2013 at 12:24 PM
Subject: Delivery Status Notification (Failure)
To: XXXXX@gmail.com

Delivery to the following recipient failed permanently:

XXXXX@fuse.net

Technical details of permanent failure:
Google tried to deliver your message, but it was rejected by the server for the recipient domain fuse.net by mx4.fuse.net. [64.8.71.15].

The error that the other server returned was:
554 5.7.1 [P4] Message blocked due to spam content in the message.

----- Original message -----

DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed;
d=gmail.com; s=20120113;
h=mime-version:x-received:date:message-id:subject:from:to
:content-type;
bh=cw2Utf3mbtUhFruAbu3G34EZLpd9avewaC6YLktH4pE=;
b=G8bSiQdMXxjCq6sdw3OF81drkFhB7q5xK9iBS0Tm5WhxLpvg9TedH4/PbVlLLFVsU/
NOEIk7rc7KzyWxny4HkYAoWmDNIkuYIJomUSMSH9qL/ZQlDCZzDJlEZfGtKqdlVqXG9D
oRkidUg4QH268WDgWc2vqBXHsRdplPCFAabTCL+njC9BGrHZlosjmNIps/AGrvS/N6A5
vSYltidQJvykhSpznxRTtK+WDqqcjgaEXrOlw6rop2oL78ljaodOjegyk6na8U+ftXUM
EB1rE/N8OHAfqlslNX9j8bGgmkSlH48kp3RX7oNaHX0GeZTttrdfemoOySz5CxM9MwpX
yMHA==
MIME-Version: 1.0
X-Received: by 10.205.10.135 with SMTP id pa7mr3364989bkb.117.1363364674227;
Fri, 15 Mar 2013 09:24:34 -0700 (PDT)
Received: by 10.204.42.8 with HTTP; Fri, 15 Mar 2013 09:24:33 -0700 (PDT)
Date: Fri, 15 Mar 2013 12:24:33 -0400
Message-ID:
Subject: Email test -
From: XXXX XXXX
To:XXXXXX@fuse.net
Content-Type: multipart/alternative; boundary=20cf301b60e91b832704d7f91354

vudutu4 to vudutu

Member

2013-Apr-2 9:50 am

Absolutely the worst tech support EVER, It has been six days since a promised support call, they won't directly answer simple questions like...

PLEASE ANSWER THESE QUESTIONS
Q1 - If authenticated and correctly set should you be able to send email using a TW email address through a FUSE connection? YES OR NO

Q2 - Please confirm the correct settings and outgoing port number.

I am going to find the CEO's office number and hound him.

Here is the thread on their Facebook "support" page

Nuna Yerbizposted toCincinnati Bell
March 20
Worst tech support ever, I spent hours on the phone helping a friend who can't use her home Time Warner email address to send at work through FUSE. So I got her a Google account. She can't even send to someone with a FUSE or Zoomtown address!
Like ·

Cincinnati Bell Hey Nuna- Can you email us detail along with her address and the fuse email address she is trying to email? Email us at cincinnati.bell@fuse.net or enter it in our Facebook Customer Support app: »tinyurl.com/CBSocialSupport
March 20 at 9:26am · Like

Nuna Yerbiz No, I don't have the address she is trying to send to here. I would have to go back up to her shop and I am tired of dealing with this. Here is a detailed link on DSL REports.
March 20 at 9:31am · Like

Nuna Yerbiz »FUSE email NIGHTMARE
March 20 at 9:31am · Like

Cincinnati Bell Hey Nuna- Is she using an email client to send emails from her TWC email address at work?
March 20 at 1:18pm · Like

Cincinnati Bell She may need to check her email client settings for her TWC incoming and outgoing mail servers.
March 20 at 1:20pm · Like

Nuna Yerbiz "Is she using an email client to send emails from her TWC email address at work?" - Outlook "She may need to check her email client settings for her TWC incoming and outgoing mail servers." - Same as at home, works fine there, and it does not explain the Google problem. My issue with dealing with CB tech problems is the frustration of talking to someone in another country who is reading from a script and not being able to escalate an issue to someone local who speaks english who can actually work with you to test and DO something. Q1 - Did you read the post on DSL reports? Q2 - If authenticated and correctly set should you be able to send email using a TW email address through a FUSE connection? Q3 - If so please confirm the correct settings and port number.
March 21 at 9:15am · Edited · Like

Nuna Yerbiz CORRECTION and clairification Q1 if you read it any comments Q2 A yes or no anser woud be appreciated I can't get a straight answer out of CB tech support, they keep saying you have to use you fuse account email. Theoretically all you need to do is allow me to access and pass emil to TW email server. Q3 Her laptop works fine at home with her TW account, bring it to the office and no workie.
March 21 at 11:22am · Like

Nuna Yerbiz Anyone out there?
March 25 at 12:45pm · Like

Nuna Yerbiz I'll try again PLEASE ANSWER THESE QUESTIONS Q1 - If authenticated and correctly set should you be able to send email using a TW email address through a FUSE connection? YES OR NO Q2 - Please confirm the correct outgoing port number.
March 26 at 1:15pm · Like

Cincinnati Bell Hey Nuna - The setting listed on your forum post are correct. We will need the Fuse e-mail address to further assist. Please e-mail the information to Cincinnati.bell@fuse.net
March 26 at 2:25pm · Like

Nuna Yerbiz The saga continues, I emailed the info as requested and was given yet another outgoing server setting, I think that is now 4 different ones. I was told a senior tech would call within 24 hours, have not heard from anyone. Retested again this morning with the settings and results below.
March 28 at 12:03pm · Like

Nuna Yerbiz Have not heard back from anyone but we tested this morning with both
pop.zoomtown.com or pop.fuse.net for outgoing
Also confirmed that incoming was 110 and outgoing was 25, also tried 587 just for kicks
Also tried clicking authentication on first account setup off and on
Also tried under more settings both authentication off and on and tried server requires authentication off and on
When you test you get the message "outlook cannot connect to your outgoing mail server"
Also conformed the email address is OK via
»verify-email.org/
March 28 at 12:03pm · Like

Nuna Yerbiz Day two into the 24 hour response promise no contact
March 29 at 12:53pm · Like

Nuna Yerbiz Day three into the 24 hour response promise no contact
Saturday at 9:53am · Like

Nuna Yerbiz Day 5 since the promised contact
17 hours ago · Like

vudutu4

Member

2013-Apr-3 8:58 am

Thanks Brian,
I appreciate the input. In all the cases I have seen incoming is fine, problem is with send. In one case switching to IMAP helped but customer hates it and there are dup issues. Also in my experience PC clients don't work well with it.

Bell did finally have a "senior" tech call, they went throught the settings and couldent fix it and tried to sell her on Premium support for $15 a month. Me thinks the lousy tech support is on purpose to sell Premium.

You also might want to check out this Cnet forum discussion.

»forums.cnet.com/7723-663 ··· n;posts#

Here is my post there...

Some thoughts, suggestions and a question - New!

Let me start by saying I have been in the computer biz for 30 years, I use Macs and support both Macs and PCs, I use a number of cloud based accounts and the most reliable for me has been Yahoo, Gmail next but I don't like the interface as much so Yahoo is my choice. I also work with a lot of designers who send large attachments, FTP and sites like dropbox are good options.

Personally with my email I have had few issues that I am aware of. I prefer cloud based email and have for years because I can get to my mail from any machine I am working on, home, clients, friends and I don't have to be concerned about backing it up. I have seen growing email issues with clients, mostly ones on PC's, some Macs, using MS based email clients.

As to suggestions first it seems to me there is a business opportunity her for guaranteed mail delivery and tracking. If anyone know of one I would like to know. Gmail does a good job of aggregating email addresses but getting any tech support response is nil.

I would like to know if anyone out there has had good or bad experience with domain hosts like Hostgator or GoDaddy.

First thing for MS client users to check is their rules and block lists, if the user is reporting marking an address as spam it may block for that domain as well, also go to your ISPs web base mail login and check there I found that one ISP had apparently picked up on the spam marking the user had done and was blocking all of yahoo and gmail, took me 4 hours on the phone and 2 support elevations with the ISPs support to find that one.

Another thing to check is to make sure you have your authentication, configs and ports set the way your ISP wants them, if you can get a straight answer from them.

Switching from POP to IMAP is an option to solve some problems, but in my experience MS clients don't like IMAP and it can cause problems in some cases.

I also believe some companies filters are tweaked too high. This might be the case if you have particulate individuals or companies you can't send to.

Note also that individual and small business IP addresses are dynamically allocated IP addresses and suspect by spamhaus and other spamhauses, most ISPs pull from a pool and sometimes these are reallocated or change your IP, you can check your IP by going to
»www.whatsmyip.org/
Don't be surprised if you are on spamhauses list, and requesting getting your IP whitelisted is not a good long term solution as unbeknown to you your ISP may reallocate you another. Even if you are on the list theoretically if you have authentication on you should be able to send, but not always. Paying for a static IP may be an option.

Once you have your IP you can check it here, another great tool
»mxtoolbox.com/blacklists.aspx

My experience in getting clients ISPs and the company that is blocking the send has been frustrating and with mixed success. I have one client who has issues sending to a particular company intermittently, if he resends 80% it will then go through but not always, his ISP, a small local, either has some server issues or could have worked with the receiving company to fix the issue, but they refused to communicate with them, instead they forced him to switch to IMAP which he hates. They could have worked it out needless to say I am advising him to switch ISPs.