I cannot reply to support mail

GossiTheDog · April 2014

This is the SMTP error code:

554 Service
unavailable; Client host [mailrelay01.zos.atl.nexxphase.net] blocked by
rbl.int.rightnowtech.com;

Spot the "ZOS" in mailrelay01.zos.atl.nexxphase.net.

Taven · April 2014

Glad to know I'm not the only one having this issue.

GossiTheDog · April 2014

It's approaching day 4 of this issue. It's incredibly comical as if you want support to do anything, they will email you to ask a question or confirm account security. But nobody can reply as the support system blocks replies.

It's been in the press, I PM'ed the Community Manager here, I mailed the head of ZOS, I contacted Bethesda's PR VP... They still haven't even pinned a note saying there's a problem. The support staff are still replying to tickets asking for info customers can't reply to.

flameweaver · April 2014

Diagnostic-Code: smtp; 554 Service unavailable; Client host
[mailrelay01.zos.atl.nexxphase.net] blocked by rbl.int.rightnowtech.com;
http://www.spamhaus.org/sbl/query/SBL220xxx

This error means that ZOS's domain or your own domain has been blacklisted for sending or relaying spam mail.

Many ISP's will check the blacklists before forwarding mail, hence the reason that replies (or new mails) are not getting through.

JasonSilverSpring · April 2014

@ZOS_AlexD‌ or @ZOS_JanS‌: I have seen you both comment about this issue in forums or via PMs to me. I know you are aware of the issue and I am sure you all are working to get it resolved. While I do not fully understand why it is taking days and whether this affects everyone or just people that use certain email services (such as GMail), it clearly keeps generating frustration and causing multiple threads.

I and others have suggested multiple times that you at least post some sticky announcement about this issue. I would also suggest that you tell such people to PM some ZOS staff member if they need to reply to a ticket. I have gotten simple replies with "Thank you for the feedback". Why not actually act on it?

I have a busy work schedule so I have only about 2 days total play time and take things slow (only at level 10). So, I have avoided most bugs so far, but have dealt with the bots in low level dungeons. My recent support ticket is my first encounter with your customer support. And, aside from this email issue the support has been good.

But, the inability to fix this issue and the lack of any proper communication about it gives me concern. Overall I have seen that ZOS has worked hard to provide more communication (though it can be hard to find at times with the confusing structure of the forums). Why does this issue not get the same treatment?