[nSLUG] smtp relay through eastlink and ESET Nod32 tagline = disappearing email

David Potter dlpotter at eastlink.ca
Wed Nov 4 16:40:52 AST 2009

I experienced a similar event several years ago with Aliant.

I was administering a couple of servers for a business, and one day my
tripwire and a couple of other reports did not appear in my Sympatico
(home) account.

When I checked the mail logs, I could see that the mail had been
accepted by the Aliant smtp server.

For a week, Aliant tech support maintained that they didn't loose email,
etc., etc., etc..

At some point some indiscreet support person mentioned that they had
recently moved to another server (in Ottawa I think). At that point I
knew I had them... ;-)

Shortly after that I actually spoke to a system administrator and I
dared him to check his logs for the Msg ID of one of the messages my
logs said they had received. Well.......

His rough count was 10,000 messages received but undelivered. It took
them about 10 days before I didn't notice the arrival of old mail and
even then it's hard to tell whether they deliver it all or simply dumped
a bunch....

My unanswerable question(s) included:

1) How many job interviews were missed?
2) How many resumes were lost?
3) How many relationships were severed (or mangled)?
4) How many people missed out on cruises, estate settlements, larger
genitalia, etc..

My guess was LOTS!

D G Teed wrote:
> On Wed, Nov 4, 2009 at 2:22 PM, George N. White III <gnwiii at gmail.com
> <mailto:gnwiii at gmail.com>> wrote:
>     There was a report on CBC radio this AM of email problems between
>     Eastlink and Symaptico that implied the problems were of short
>     duration
>     and affected only a few users.  This led to a bunch of people
>     sending email
>     to report problems going back a few weeks with Eastlink and Sympatico
>     each blaming the other.
> I wonder if Eastlink is able to butter up the media that easily
> or are the media just confused by the confusing rumors they hear
> and they simply repeat it all hoping it was the truth.
> The problem had gone on for more than a week.  My wife reported colleagues
> not receiving email for at least that long between her lost email
> and my most recent test of Nov 2nd.
> How many people are effected is likely unknown.  If you didn't receive
> something you were not expecting, and there is no bounce,
> how would anyone know?
> I fail to see how Eastlink's Ironport on smtp.eastlink.ca
> <http://smtp.eastlink.ca> for
> outbound on Eastlink customers becomes an Aliant problem. 
> The only thing that could possibly explain the double blame is
> if Aliant runs Ironport with the same settings to delete "spam".
> If you don't have a guarantee that your email went *somewhere* (aside
> from viruses), then email isn't very useful.
>      Turns out there is a Commissioner for Complaints
>     for Telecommunications Services:
>     <http://www.crtc.gc.ca/eng/INFO_SHT/t1003.htm>
>     Contact the Commissioner for Complaints for Telecommunications
>     Services
>     If you’re not satisfied with your Internet service provider’s
>     response, check the Commissioner for Complaints for Telecommunications
>     Services (CCTS) website to see if your service provider is a member.
>     If so, contact the CCTS with your complaint.
>     The CCTS is an independent agency that helps resolve consumer
>     complaints about your telecommunications service. Contact them at:
>     email: info at ccts-cprst.ca <mailto:info at ccts-cprst.ca>
>     mail: P.O. Box 81088, Ottawa, Ontario K1P 1B1
>     toll-free telephone: 1-888-221-1687
>     toll-free TTY: 1-877-782-2384
>     fax: 1-877-782-2924
>     ---------------------------------------------------------------------------------------------------------------
>     CBC interviewed the CCTS, who admitted few people know he exists.
> I've dealt with the CRTC before.  They are little more than an ombudsman
> to ensure a complaint does receive a response.  The response can bear
> no semblance to reality, simply following good deductive logic of anything
> stated in the enterprise's correspondence, and it is perfectly
> acceptable to the CRTC.
> --Donald
> ------------------------------------------------------------------------
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