Can't reply to customer support emails

Fyrakin · April 2014

When I try to reply to customer support by email I receive delivery error reports such as these:

This is the mail system at host mailrelay01.zos.atl.nexxphase.net.

I'm sorry to have to inform you that your message could not be delivered to one or more recipients. It's attached below.

For further assistance, please send mail to postmaster.

If you do so, please include this problem report. You can delete your own text from the attached returned message.

The mail system

<teso_help@mailmw.custhelp.com> (expanded from
<eso_help@helpmail.elderscrollsonline.com>): host
filtervipmw15.rightnowtech.com[74.117.203.216] said: 554 Service
unavailable; Client host [mailrelay01.zos.atl.nexxphase.net] blocked by
rbl.int.rightnowtech.com; http://www.spamhaus.org/sbl/query/SBL220319 (in
reply to RCPT TO command)

KerinKor · April 2014

Without the full mail headers to see the entire mail handling chain it's hard to be sure but I read those headers as suggesting your e-mail domain is on RBL's blocklist.

If that's the case then you'd need to contact your mail provider, it isn't something ZOS could deal with.

Fyrakin · April 2014

Message header here:

From: "Mail Delivery System" <MAILER-DAEMON@mailrelay01.zos.atl.nexxphase.net>
To: <ol@koris.lt>
Subject: Undelivered Mail Returned to Sender
Date: Wed, 23 Apr 2014 09:47:18 +0300
Message-ID: <20140423064718.C98262A0B60@mailrelay01.zos.atl.nexxphase.net>
MIME-Version: 1.0
Content-Type: multipart/mixed;
boundary="----=_NextPart_000_015D_01CF5EDC.74914FD0"
X-Mailer: Microsoft Outlook 15.0
Thread-Index: AQLtEEED2skhGuyl24IHHPe8PRfNeQ==

Mail provider has nothing to do with it I tried sending mail from gmail and workplace mail account I get same results.

Radagra · April 2014

I had the same issue, but i created a new mail to the same e-mail address (teso_help@mailmw.custhelp.com) and it worked!

GossiTheDog · April 2014

The email address is eso_help@helpmail.elderscrollsonline.com, however it's been broken for a day. (try replying to any support email, it bounces).

Vlas · April 2014

mxtoolbox.com/SuperTool.aspx?action=blacklist%3amailrelay01.zos.atl.nexxphase.net&run=toolpage

Its being blocked by Spamhaus, if your ISPs email uses Spamhaus as an anti-spam list, it will not go through.

GossiTheDog · April 2014

Vlas, their own email system is blocking their own email system:

<teso_help@mailmw.custhelp.com> (expanded from
<eso_help@helpmail.elderscrollsonline.com>): host
filtervipmw15.rightnowtech.com[74.117.203.216] said: 554 Service
unavailable; Client host [mailrelay01.zos.atl.nexxphase.net] blocked by
rbl.int.rightnowtech.com; http://www.spamhaus.org/sbl/query/SBL220319 (in
reply to RCPT TO command)

Vlas · April 2014

Is rbl.int.rightnowtech.com also mailrelay01.zos.atl.nexxphase.net ?

I dunno, Im not vesting much time in diagnosing their issues because Im not getting paid to do so. :P

jwolf · April 2014

Yeah, getting the same thing on Gmail. Awesome timing, considering I have the Army of Meridia/main story bug that doesn't let you progress past VR1.

CaptainAqua · April 2014

I'm having the seem issue when I try to reply on my now closed ticket on Messages Across Tamriel. Why they think sending me a list of everything I told them I already tried is a "fix" is beyond me.

ZOS_EveP · April 2014

Hi there, folks. We are aware that some users are currently having trouble replying to support emails and are working on a solution. Thanks for your patience!

JasonSilverSpring · April 2014

ZOS_EveP wrote: »

Hi there, folks. We are aware that some users are currently having trouble replying to support emails and are working on a solution. Thanks for your patience!

@ZOS_EveP‌ , thanks for the update as I was hit by this as well. Will you or someone else be posting here when this is resolved?

Malediktus · April 2014

Its still not working. Please hurry up

jak3z · April 2014

I can't reply "ASAP" as requested by the support team, since gmail is returning me the mails, cmon guys, sort this out...

Vlas · April 2014

In my experience with Spamhaus, it takes about a day for them to reply/remove. ZOS can do nothing but send emails as spamhaus is a mostly community driven type anti-spam list. You can pay for its services, but it doesnt make it faster to be removed from the list.

In short, this issue is out of ZOS's hands for resolution.

MorHawk · April 2014

Malediktus wrote: »

Its still not working. Please hurry up

Frig man, they just posted that they were working on it an hour ago. You're asking a bit much.

GossiTheDog · April 2014

Vlas wrote: »

In short, this issue is out of ZOS's hands for resolution.

This is wrong - the emails go to ZOS's support server, which 'subscribes' to Spamhaus - which they're listed in.

Basically, they're rejecting all mail to their own domain.

The story is in Eurogamer now - http://www.eurogamer.net/articles/2014-04-23-elder-scrolls-online-dev-battling-black-market

Vlas · April 2014

GossiTheDog wrote: »

Vlas wrote: »

In short, this issue is out of ZOS's hands for resolution.

This is wrong - the emails go to ZOS's support server, which 'subscribes' to Spamhaus - which they're listed in.

Basically, they're rejecting all mail to their own domain.

The story is in Eurogamer now - http://www.eurogamer.net/articles/2014-04-23-elder-scrolls-online-dev-battling-black-market

I still dont believe you :P

Malediktus · April 2014

MorHawk wrote: »

Malediktus wrote: »

Its still not working. Please hurry up

Frig man, they just posted that they were working on it an hour ago. You're asking a bit much.

http://forums.elderscrollsonline.com/discussion/86107/unable-to-reply-to-support-tickets-please-help-me-customer-services
they were working on it earlier today already, this isnt the only thread about it

JasonSilverSpring · April 2014

Malediktus wrote: »

MorHawk wrote: »

Malediktus wrote: »

Its still not working. Please hurry up

Frig man, they just posted that they were working on it an hour ago. You're asking a bit much.

http://forums.elderscrollsonline.com/discussion/86107/unable-to-reply-to-support-tickets-please-help-me-customer-services
they were working on it earlier today already, this isnt the only thread about it

This would not be such a major issue if they had a proper ticket system. We should be able to log in, view our tickets and post new or update existing tickets from the web site. That would totally eliminate the need for them to constantly ask us to send in our security question/answer and so forth via email.

I was not hit by the bank slot issue but in reading those threads always was at a loss why people kept asking about their tickets. Now that I put a support ticket in and see how this system does not work I understand.

jessechen68ub17_ESO · April 2014

has this been fixed yet?

jwolf · April 2014

Yes. I replied to an older support ticket today and didn't get a bounceback; previously had the issue.

ZOS_JasonI · April 2014

Hey there, everyone. This issue has been resolved. Thank you all for your patience. Be sure to let us know if you are still experiencing any problems. Thanks!