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    Email Notifications: My form recipients with Comcast address are not getting the form emails

    Asked by tedhatch on April 29, 2017 at 11:22 AM

    We are testing my Craft Fair Application form, which sends an Acknowledgement Email to the form submitter.  But if this Email address is entered as xxx@comcast.net, the email does not get sent!!!  Do you have any idea why?  It works OK for emails sent to gmail.com and yahoo.com, but apparently not to comcast.net.  --Ted Hatch

    Page URL:
    www.heritagechorale.org/fair/index_jotform.html

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    JotForm Support

    Answered by Nik_C on April 29, 2017 at 02:57 PM

    You can check if the email ended in the Bounce list by following this guide:  https://www.jotform.com/help/262-How-to-Remove-Your-Email-Address-from-Bounce-List

    Or you can provide the email address to us so we can check for you (I assume you provided xxx@comcast.net as an example since it is not a valid email).

    Thank you!

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    Answered by tedhatch on April 29, 2017 at 05:43 PM
    I did look at the Bounce List for one of the non-working emails, and it was
    not on the list. Here are the three email addresses that don't work (so
    far):
    hatch00@comcast.net
    erecklet@comcast.net
    precklet@comcast.net
    Based on a small sample size, it appears that emails to comcast.net fail
    whereas emails to yahoo.com and gmail.com work fine. Please advise.
    --Ted
    ...
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    JotForm Support

    Answered by Welvin on April 29, 2017 at 10:30 PM

    One email has been sent to the first email given. The second one receives two and the last one receives one email. All from April 27 to 29. If none of these email addresses receives the form email, then I think Comcast blocked it for some reason. It's either because Comcast detected it as a spam and prevented it from reaching the intended recipient or the recipient receives it to their spam/junk folder. Please ask them to check.

    Lastly, advise these recipients to add noreply@jotform.com to their safe sender list in Comcast or contact list. Doing so would prevent this problem from happening again. I would also suggest using noreply@jotform.com as your sender email in the form. 

    I hope that helps. Let us know if you need further assistance.

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    Answered by tedhatch on April 30, 2017 at 07:43 PM
    I have several comments on your reply.
    1. Perhaps you are right that emails from Jotform to Comcast email
    addresses are being treated as Spam somewhere on the internet, but I can
    tell you that they are NOT going into the recipient's Spam folder at their
    Comcast account.
    2. I tried putting noreply@jotform.com into my Safe Senders list, and that
    did not help.
    3. In any case, we could not ask every potential user of our form to put
    something in their Safe Senders list, because we don't even know who these
    users might be.
    4. Since my earlier message I tried another Comcast email address, and that
    ...
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    JotForm Support

    Answered by Chriistian on April 30, 2017 at 09:05 PM

    It seems that @comcast email is not listed in our bounce list. However, if it still appears that emails to comcast.net are failing, the problem is perhaps related to the Comcast filtering system. So that's why we are kindly asking you also set up your Notification to use real Sender Email which is nonreply@jotform.com (but it is usually not required to Autoresponder Email which will be received by the users who submit your form). 

    If you have tried putting nonreply@jotform.com into your Safe Senders list and it still not working, can you please ask your email service provider to whitelist our IP address and domains? You can find it here in this link: Whitelisting JotMails IP Addresses.

    If the issue still persists, please let us know.
    Regards.

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    Answered by tedhatch on May 02, 2017 at 03:43 PM
    I have spent an awful lot of time on this issue, which is a problem that
    should be resolved between JotForm and Comcast.
    To reply to your specific points:
    My form's Autoresponder Notification DOES have the Sender Email set to
    noreply@jotform.com
    I DID put noreply@jotform.com in my safe sender list, and this did not
    help. In any case, I can't tell all my customers to put it in their safe
    sender lists! I don't even know in advance who these customers might be.
    I talked for a long time to Comcast's Customer Security Assurance Center
    (888-565-4329). They may have blocked some of your IP addresses. They
    gave me a website where IP addresses can be unblocked (
    postmaster.comcast.net/block-removal-request.html). I tried to unblock
    some of your IP addresses (from your Whitelist memo), but apparently you
    use a large range of IP addresses and I don't have time to submit every one
    of these to Comcast.
    As I requested in an earlier email to JotForm Support, PLEASE ESCALATE this
    issue to a higher level at JotForm. This issue potentially affects many of
    your customers, namely all those whose Form uses the Autorespond feature.
    Because if the person filling out the form has a Comcast email address,
    they will not receive the Autorespond email. Comcast is a big company
    nationwide, and there are MANY Comcast email customers.
    Please escalate this issue and contact Comcast's Security Assurance Center
    at 888-565-4329 to get the problem resolved.
    If this doesn't get resolved quickly, I will go to another Form-generating
    company to develop my forms.
    ...
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    Answered by tedhatch on May 02, 2017 at 03:43 PM
    Please see my recent reply to the thread:
    Re: My form form recipients with Comcast address are not getting the form
    emails
    ...
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    JotForm Support

    Answered by BDAVID on May 02, 2017 at 04:12 PM

    As requested, I have forwarded this to our back-end team. You will be notified via this thread about any update on this matter.

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    JotForm Support

    Answered by BDAVID on May 02, 2017 at 04:27 PM

    Also, if by any chance you have a comcast.net email address, you could use your own SMTP settings for the sender name: https://www.jotform.com/help/244-How-to-Setup-SMTP-for-a-Form

    If that does not help either. We will need to wait for a resolution from our back-end team.

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    Answered by tedhatch on May 02, 2017 at 07:43 PM
    Thanks, I'll try that.
    When the back-end team calls Comcast's Customer Security Assurance group
    (888-565-4329) they should say it is about Case # NA244799785 (unblocking
    JotForm's IP addresses).
    ...
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    Answered by tedhatch on May 03, 2017 at 04:43 PM
    I tried SMTP as you suggested but can't get it to work. I have a simple
    form called Test SMTP. It contains one field (email) and is set up to
    Autorespond to the typed-in email address. It uses SMTP parameters as
    recommended by Comcast, and uses the Sender email account
    heritagecf@comcast.net. But when I enter an email address into the form,
    it does not send any Autorespond email. I can type in a comcast email
    address, or a yahoo email address - it doesn't work in either case. Have I
    set up the SMTP address correctly? What is going wrong? --Ted Hatch
    ...
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    JotForm Support

    Answered by Welvin on May 03, 2017 at 06:17 PM

    The SMTP seems correct. I have tested the form, and it looks like the emails are sent based on our log. However, I don't get the form emails. I really think Comcast is blocking the form emails. Anyways, the ticket is already assigned to our developer. We'll let you know here if we have an update. 

    For the meantime, you may consider an alternative SMTP. Please try Gmail: https://www.jotform.com/help/392-How-to-Use-Your-Gmail-Account-as-Your-Email-Sender-via-SMTP

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    Answered by amsweb1 on May 17, 2017 at 02:13 PM

    I just want to add that I agree, comcast must be doing some blocking here as we recently started having issues with delivery to comcast addresses.  

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    Answered by jimla on May 28, 2017 at 03:16 PM

    I have two recipients with Comcast email addresses who are not receiving

    notifications. I have repeatedly removed their addresses from the JotForm bounce list. Adding noreply@jotform.com to their contact lists does not fix the problem. My next step will be setting up a Gmail SMTP mail server. This problem could affect lots of JotForm users.

    Jim