Troubleshooting Yahoo delivery

Last week Jon left a comment on my post Following the Script. He gives a familiar story about how he’s having problems contacting Yahoo.

It’s funny, I found this thread by searching for alternate means to contact Yahoo FBL. This is because I desperately need to communicate with them and their ‘normal channel’ has been literaly as effective as a shout down a wishing well. […] I’ve signed up for all the various FBL’s with the major providers and we’re tracking reputation nicely as we warm up the sending IP’s with about 75K mails a day over the last month. Yahoo! of course is 35%+ of that mail. However they’re blocking the heck out of my mails from time to time. For the last few days one of my sending IP’s is almost completely blocked while the other three are not. This causes horrible delays. I think that the longer expected mail is delayed the more likelihood it has of being marked as spam or ignored.

There are a couple suggestions I have for people in Jon’s position.

  1. IP address warmup can take from 6 – 8 weeks, particularly at Yahoo. Given the current situation with bots, IP addresses that have never sent mail to the major ISPs don’t start out with a neutral reptuation, they actually start out with a negative reputation. In 99 out of 100 times, the IP address that has never sent mail is an infected machine sending spam. Real IP addresses will send mail consistently over the long term, but it can take time to establish a reputation with the ISP.  While it’s not really what anyone wants to hear, senders need to be patient during the warm up process. If it’s possible, starting with low sending volumes (under 5000 emails per ISP per day) and increasing the amount slowly seems to help minimize the temporary failures.
  2. Confirmation emails can be problematic, depending on how the email addresses are being collected. If there are too many fake or incorrect subscriptions coming in through a subscription form,  then you will see excessive complaints that may damage the reputation of the sending IP.  Likewise, if the subscription page does not correctly set the expectations of the recipient, the sender may see a high number of complaints. Subscription problems can be managed if you understand what the complaints are about, but you need to do some research to determine that.
  3. Confirm that your technology is sending mail in a way that the recipient ISP likes. For Yahoo, this means limiting the number of connections and the number of emails per connection. One of my clients was having difficulty with Yahoo delivery and we resolved the problem by throttling their server to 2 connections at a time and 4 emails per connection. Yahoo will throttle senders that try more than 5 emails in a single connection, and this is simple to fix.
  4. Read the bounce messages. Yahoo has rolled out an extensive Postmaster Site in the last few months, which includes a lot of information about bounces and improving delivery. If none of the FAQ questions answer your question, there is also the Yahoo Delivery Support Form.

One important thing to remember, when reaching out to any ISP for help with a delivery issue is that the contact is extremely unlikely to result in the ISP letting all your mail in. As I tell my clients all the time, there is no place in the spam filtering for “this is a good guy” or “this persons mail should be exempt from all our checks.” Senders can troubleshoot 95% of issues themselves. However, in those relatively rare cases where the sender can’t fix the issue, generally the only the the ISPs can do is answer questions. They can’t provide solutions, just more places to look for troubleshooting.

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Sender complaints about spamfiltering

JD posed a question in my post about Postini and trying to sort out a customer getting marked as spam by their filtering mechanism and I think it bears more discussion than can be done in comments.

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Yahoo delays, part 3: Yahoo speaks

Yahoo is aware of the recent problems and have been working feverishly to fix them. A Yahoo employee posted to a mailing list earlier today, explaining some of the recent issues. The summary is:
1) The Yahoo delays are a result of a tighter spam filtering policy. The delays are the result of the system erroneously recognizing email as spam and deferring delivery. They do believe that retrying long enough will result in all mail being delivered to Yahoo recipients.
2) They have been continually making fixes to the system over the last few days and senders should see queues start to empty over the next few hours.
3) They believe the adjustments made will resolve the deferral problems. If you continue to see problems, you can contact them through the form at http://postmaster.yahoo.com/.
4) They are working to provide more self-serve information at http://postmaster.yahoo.com/ as well as timely service updates.
Loose ends from my previous Yahoo posts:

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Yahoo delays, part 2

A number of people have posted to various mailing lists and made blog posts pointing to the Yahoo Mail blog post discussing recent problems Yahoo was having with mail. The general feeling seemed to be “AHA! That’s what is wrong!”
Unlike many of my peers, I do not think this explains the delivery problems senders have been seeing while attempting to deliver mail to Yahoo. The Yahoo mail blog article is talking about the Yahoo outgoing mailservers (smarthosts) for their non-webmail users. It is extremely unlikely that these are the same servers used for incoming email.
While I sympathize with everyone who had the AHA! moment and thought their delivery problems were being acknowledged and addressed by Yahoo! I do not think this is really what that blog post is saying.
I am hearing from people that Yahoo is aware of a problem with delayed incoming email, and they are working on fixing it. This does seem to be a broader problem than just bulk mailers, I am hearing from small and mid-size ISPs that they are having significant problems delivering email to Yahoo, too.
For more information about what Yahoo is doing to filter mail check out my previous post Greylisting: that which Yahoo! does not do.

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