Axxess spam blocker. BEWARE!

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Myrrdin

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Hello all.

Axxess has implemented a pre-spam blocker on their system. I experienced this the first time about 3 weeks ago when they blocked the email to reset my Samsung account password. On the phone with support we changed the settings on my email account to the lowest possible setting for spam blocking. I though no problem lets move on. Reset my password again and the mail came through.

However last week I went to my dentist. On Monday they sent me the email with my invoice to pay. Axxess's spam filter rejected it. I was oblivious to this fact as I receive no notification that they have blocked a "spam" email. This morning I renewed my AVG antivirus. After about 5 minutes no email with my invoice. So I signed on to my account at axxess to see what is going on. Going through the spam log I noticed the dentist invoice and the avg invoice were both rejected as spam.

Looked in my online spam folder, no emails. So I phoned support to get them to release the email. Here are their responses.
"I must add the email addresses to a whitelist and contact the senders to resend the email."
"We cannot retrieve the email as they have been deleted."

I was like WTF???

At this point I ask them where did I give permission for them to delete emails sent to me and the response I get is that is a free email and they can effectively block whatever they want. I also have two hosted domains with Axxess and the support guy tells me I must move my emails to my domains. At this point I just said goodbye because I just could not believe the arrogance and the attitude.

So beware!!!
Axxess will delete emails they deem as spam without notifying you or any indication that they have rejected an email unless you go and scan the spam log. It will not go into a spam folder for you to retrieve.
Axxess arrogantly think the emails they provide with your PAID service is free somehow and they can do whatever they want.
Dont use the "free" mailboxes supplied with your "paid" service if you want to receive important emails.

Thanks for the vent.
 
Very sad to see. Email is the backbone for many businesses - I almost can't imagine anyone calling mailboxes "free" and treating them as a bonus service.
 
HunterGR said:
And i'll bet they will be "voted" SA's best ISP once again.........
Click to expand...

Yeah, and they (and Afrihost) get FAR too much attention on MyBroadband. Seriously, there are other companies worth MUCH MORE in terms of offerings and customer service.
 
move over to an ISP who don't offer spam protection. most people get benefit out of spam protection and with a bit of work from your end you could release the blocked emails. Many "corporate" emails DO get blocked by spam filters cause said "corporate" also send out newsletters and crap which annoy many people. Perhaps if the corporates stop sending out **** like that, their emails to actual clients will go through
 
This is nothing new. I am sure that when you check they use that Afrihost "uce.spambox.co.za" filter and most of their MX records are completely wrong - an issue I raised with them since January of this year and they could never be bothered to fix mail properly. My suggestion is to move to a proper mail-provider (such as Google Apps or your own host). Still to date there is a 10-14% delivery issue with Afrihost/Axxess hosted domains where delivery will be rejected and their MTAs are generally not standard compliant.
 
Mweb also mark any old random mails they feel like as spam. I've even seen customers own mweb bills in their spam folder on the mail portal.
 
Lie their "Family Protection" that I did not activate but keeps on activating itself... frustrating!!!
 
Myrrdin said:
Hello all.

Axxess has implemented a pre-spam blocker on their system. I experienced this the first time about 3 weeks ago when they blocked the email to reset my Samsung account password. On the phone with support we changed the settings on my email account to the lowest possible setting for spam blocking. I though no problem lets move on. Reset my password again and the mail came through.

However last week I went to my dentist. On Monday they sent me the email with my invoice to pay. Axxess's spam filter rejected it. I was oblivious to this fact as I receive no notification that they have blocked a "spam" email. This morning I renewed my AVG antivirus. After about 5 minutes no email with my invoice. So I signed on to my account at axxess to see what is going on. Going through the spam log I noticed the dentist invoice and the avg invoice were both rejected as spam.

Looked in my online spam folder, no emails. So I phoned support to get them to release the email. Here are their responses.
"I must add the email addresses to a whitelist and contact the senders to resend the email."
"We cannot retrieve the email as they have been deleted."

I was like WTF???

At this point I ask them where did I give permission for them to delete emails sent to me and the response I get is that is a free email and they can effectively block whatever they want. I also have two hosted domains with Axxess and the support guy tells me I must move my emails to my domains. At this point I just said goodbye because I just could not believe the arrogance and the attitude.

So beware!!!
Axxess will delete emails they deem as spam without notifying you or any indication that they have rejected an email unless you go and scan the spam log. It will not go into a spam folder for you to retrieve.
Axxess arrogantly think the emails they provide with your PAID service is free somehow and they can do whatever they want.
Dont use the "free" mailboxes supplied with your "paid" service if you want to receive important emails.

Thanks for the vent.
Click to expand...

Hi Myrrdin, sorry to hear this. Please send us your account details together with your email address to [email protected] so we can look into the matter. Thank you
 
Hi Axxess lady.

Last week I was also wondering where my Pretorium trust account is. Checked and sure enough it has also been marked as spam and deleted. After another phone call to support all spam blocking was disabled. Although I was told that before so not holding my breath. What was really funny in a sad kind of way was that in this time where valid emails were being rejected and deleted I still received emails from Mr Price and some other mailshots(dont recall the names of the companies) with ads which I did not subscribe to (the definition of spam).

I am at work and dont have my account details at hand. I will send it through tonight.

Thanks
 
PS

From what I understand from the support guys you send a notification to the sender when you block an email as spam. The sender can then confirm and be cleared to send me emails. In other words you are giving the spammers access to automatically allow emails through the spam filter to me, yet you remove from me the ability to vet what you reject as spam as you automatically delete the email. You might want to rethink your process. The only people for whom it would be worth clicking on that response email are the very people which should be blocked as spammers. In addition you are confirming to the spammer that they have a live and valid email address. So your process confirms to the spammer that it is a correct email address so they can send emails to your server starting with [email protected] to [email protected] and the ones they get your notification email for they know are valid email addresses. Then they can confirm to be let through the spam filter automatically.

Something is very wrong there, don't you think.
 
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