E-mail to SMS being blocked due to suspected SPAM

ffit37129 Apr 10, 2018 2:47 PM

Member Since: Apr 10, 2018

I work for a trucking company, and we use e-mail to SMS to send out dispatch messages to our drivers for load information. Drivers can then reply to those messages to have conversations with dispatchers who operate via e-mail.

This has been working for years; however, as of 3/26/2018, it seems our entire domain has been blocked by T-Mobile servers. E-mails sent to xxxxxxxxxx@tmomail.net are rejected with 550 errors. I have tried sending as plain text, e-mail, short, long, with picture, and just about every way I can think of, but it's always blocked. Messages sent to all other mobile carriers are still going through just fine.

I have tried calling support, but no lower-level techs seem to even understand what E-mail to SMS is, and they just exhaustively try things that are specific to one individual phone. They supposedly escalate the issue, but we never hear back. I am desperately searching for someone within T-Mobile who can actually tell me why my domain is suddenly being blocked. This functionality is critical for our drivers to do their jobs; I'd prefer my answer to those drivers not be "sorry, find another carrier" as they keep asking us why their messages are failing while all the non T-Mobile users are moving along just fine.

srickar - I've seen where you've been super helpful to some people; is there any chance you could help us out, too? I can PM you specifics.

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Re: E-mail to SMS being blocked due to suspected SPAM

tmo_amanda Apr 10, 2018 3:59 PM (in response to ffit37129)

Member Since: Oct 4, 2012
Hey, ffit37129!

I've seen an uptick in situations such as yours. It's possible that your company's domain just needs to be whitelisted. While I don't have the answers to why the sudden change, there is a ticket that can be filed. I know you've already worked with our tech support a few times with no luck. Do you happen to know if a ticket was previously filed?
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- Re: E-mail to SMS being blocked due to suspected SPAM
  
  ffit37129 Apr 11, 2018 6:13 AM (in response to tmo_amanda)
  
  Member Since: Apr 10, 2018
  
  Yes, I do have an existing ticket. The number is 19367035. Thanks for your help!
  
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  - Re: E-mail to SMS being blocked due to suspected SPAM
    
    tmo_amanda Apr 11, 2018 10:54 AM (in response to ffit37129)
    
    Member Since: Oct 4, 2012
    
    Thanks for the handy info, ffit37129! I just sent a private message your way to provide more info. You can check your inbox here.
    
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    - Re: E-mail to SMS being blocked due to suspected SPAM
      
      ffit37129 Apr 11, 2018 1:23 PM (in response to tmo_amanda)
      
      Member Since: Apr 10, 2018
      
      Thanks for that info, but that did not work. We have verified our SPF policy on the outgoing mail server is valid and even tried routing through a totally different server, but we are still being blocked and have no idea why. I have not heard back from tech support.
      
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      - Re: E-mail to SMS being blocked due to suspected SPAM
        
        ffit37129 Apr 11, 2018 1:27 PM (in response to ffit37129)
        
        Member Since: Apr 10, 2018
        
        Just to clarify, I can send the exact same message to my personal gmail account, and the gmail e-mail headers clearly state that SPF passes and that the sender is designated as permitted.
        
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        Re: E-mail to SMS being blocked due to suspected SPAM
        
        tmo_amanda Apr 13, 2018 5:16 PM (in response to ffit37129)
        
        Member Since: Oct 4, 2012
        
        Thanks for getting back to me. It sounds like we need to whitelist the domain. The only way to do this is via tech support or T-Force (Facebook/Twitter) and you'll need to refer them to doc# 433442 on steps with how to file the ticket.
        
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      - Re: E-mail to SMS being blocked due to suspected SPAM
        
        miket Apr 15, 2018 8:09 PM (in response to ffit37129)
        
        Member Since: Jul 16, 2011
        
        If yours is a business account - you should have a rep to directly deal with.
        
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        Re: E-mail to SMS being blocked due to suspected SPAM
        
        ffit37129 Apr 16, 2018 6:01 AM (in response to miket)
        
        Member Since: Apr 10, 2018
        
        Thanks, but it's not a business account - these are messages being sent to personal devices.
        
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