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Help For Road Runner Customers
On this page, you'll find instructions and/or answers for some common
issues experienced by customers of Road Runner's mail service.
What is this "Mail System Delivery Report" I got?
Some Road Runner customers are receiving messages that look like this:
From: Mail Administrator [mailto:Postmaster@mail.rr.com]
Sent: Wednesday, January 30, 2008 4:24 PM
To: Customer Email Address Goes Here
Subject: Mail System Delivery Report
As part of the delivery process, your message was relayed to a machine which
does not handle delivery status notifications. As a result, it is not
possible to determine whether the message will get to its final destination.
Please reply to <Postmaster@mail.rr.com> if you feel this message to be in
error.
A likely cause of this message is that you sent a message to someone
and you had "Receipt Requested" turned on, hoping to get an acknowledgement
that your recipient received the message in question. Receipts such as this
are also called "Delivery Status Notifications", and some mail systems are
configured to not send receipts, due to local policy implemented there.
What this message is telling you is that you sent a message with receipt
requested to a site that does not provide such receipts.
I tried to send mail and it got returned saying "Not our Customer"; what gives?
This error message is not being generated by a Road Runner mail server.
Instead, some sites (such as comcast.net) choose the phrase "Not our Customer"
to indicate that the intended address does not exist at that domain; more
common phrases encountered in the same situation would be, for example,
"User Unknown", "Mailbox Not Found", "Address Does Not Exist", etc.
In short, the error "Not our Customer" means that the address to which you
tried to send mail does not exist at the remote domain.
What Can I Do About Spam I'm Receiving In My Road Runner Mailbox?
The answer to this question depends in large part on how you're reading
your mail in the first place.
As of early 2008, residential customers in many markets have migrated
to a new mail system, one that offers the following anti-spam features:
- Filtering of mail based on spam-like characteristics in the body
of the message; mail identified as spam by this filtering is, by
default, routed to a Junk Folder, accessible only through Webmail.
- A Report Spam button, also available only through Webmail, that
gives customers an easier way to complain about unwanted mail that
has made it to their Inbox.
Migration of all of our residential customers to this new mail system
is scheduled to be complete during 2008.
If you are a customer residing on this new system, and you're using
Webmail, then the answer to the "What to do about unsolicited email
in your Road Runner mailbox" is simply, "Select the message, and click
on the 'Report Spam' button".
If you haven't migrated yet, or you prefer to not use Webmail,
then you should forward the email, including the Internet
headers, to
spamblock@postmaster.rr.com in order to nominate the sending server
as a candidate for blocking.
An Important Note Regarding Unsolicited Email Complaints
In an effort to provide better service to our customers,
we are forwarding some complaints we receive to other ISPs and senders
who have signed up for feedback. Your email address will be removed from
any complaint we forward; however, since the process of forwarding the
complaints is automated, we must ask that you please do not include
any personal information (full name, street address, phone number,
account information, etc.) in your spam complaints.
The Internet headers of the message are the most important part of
your submission to spamblock@postmaster.rr.com, as they allow us to
identify the server that generated the email about which you are
complaining. Internet headers for a given message would look
something like this:
Return-Path: <SENDER@ops.rr.com>
Received: from mx3.biz.rr.com ([172.30.203.205])
by rrcs-fep-03.hrndva.rr.com with ESMTP
id <20050620215740.JHMQ8500.rrcs-fep-03.hrndva.rr.com@mx3.biz.rr.com>
for <RECIPIENT@biz.rr.com>; Thu, 9 Jun 2005 06:58:44 -0400
Received: from rrcs-mta-03.hrndva.rr.com (rrcs-mta-03.hrndva.rr.com [24.28.200.155])
by mx3.biz.rr.com (8.12.10/8.12.10) with ESMTP id j5KLveuB022816
for <RECIPIENT@biz.rr.com>; Thu, 9 Jun 2005 06:58:44 -0400 (EDT)
Received: from todzilla.rr.com (todzilla.rr.com [24.30.216.87])
by rrcs-mta-03.hrndva.rr.com (8.13.1+Sun/8.12.10) with ESMTP id
j59Awiw8021842;
Message-ID: <200506091058.j59AwiKq009814@todzilla.rr.com>
From: SENDER <SENDER@ops.rr.com>
To: RECIPIENT@biz.rr.com <RECIPIENT@biz.rr.com>,
Subject: Lunch today?
Date: Thu, 9 Jun 2005 06:58:44 -0400
X-SpamBouncer: 1.9 (10/29/04)
X-SBScore: 0 (Spam Threshold: 10) (Block Threshold: 5)
X-SBClass: OK
Unfortunately, the Internet headers are not typically
displayed in an email client without some work on your part. Instructions
on how to do this for many popular email clients can be found here:
http://help.rr.com/HMSFaqs/e_emailcomp.aspx.
The rules for submissions to spamblock@postmaster.rr.com are as follows:
- When submitting complaints to spamblock@postmaster.rr.com, please
send only one complaint per message.
- Please do not alter the Internet headers of your submission; just
forward them along as they are.
- Submissions to spamblock@postmaster.rr.com are not read by a human;
instead, they are automatically processed in two stages:
- Stage 1 - When first received, a rudimentary attempt is made
to verify that the message appears to contain Internet
headers. If this verification fails, you will receive a
response and your submission will be discarded; if it
succeeds, your message will be stored here for periodic
processing.
- Stage 2 - All messages that appear to have contained
Internet headers will be parsed by a program to identify
the IP address of the server that injected the message
into our system. Once identified, the servers or their
networks
are blocked if appropriate from sending further email
to Road Runner customers
- In almost all cases, Road Runner does not attempt to contact
the owners of the IP addresses and networks that it identifies
as appropriate for blocking, as we believe this to be a mostly
fruitless exercise. Instead, we will put blocks in place, and
then begin the process of communicating with the owner only
if and when the owner or affected party contacts us about
removing the block. Absent any removal requests, an address
that gets blocked stays blocked.
More information about Road Runner's efforts to control unsolicited
email and other methods of contacting Road Runner Security can be
found elsewhere on this website.
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