Yahoo Blocks Road Runner Customer’s Emails, TWC Tells Him To Call Yahoo Himself

Yahoo is blocking emails sent by Time Warner Cable Road Runner customers who were formerly with Comcast. When consumers complain to Time Warner Cable, the company essentially tells them to call up Yahoo themselves.

Uh, isn’t that what we pay YOU for?

Reader Lee writes:

    “If Time Warner wonders why those of us who were kidnapped in the Comcast takeover are not thrilled, the tech support exchange below might provide a clue or two. Ever since our forced address changeover last month, emails to and from Yahoo.com accounts have been bouncing back. I contacted Road Runner to ask why and to find out what they’re going to do about it. I still don’t know – all I know is that I was right. Small consolation…”

Lee gets stymied by a customer service bot, but if he wants his issue resolved, we advise he turbos and asks for a supervisor. — BEN POPKEN

Transcript, inside…


user lee watters has entered room

analyst Matt L has entered room

Matt L(Thu Nov 30 18:44:39 PST 2006)>

Hello! Thank you for choosing Time Warner Cable Road Runner technical chat, My name is Matt. Before we begin, I would like to bring up your account. May I have the following three pieces of information from you please?

1. The account holder’s area code and telephone number. (xxx-xxx-xxxx)
2. The account holder’s Full Name. (First and Last)
3. If you are not the account holder, please provide your name

lee watters(Thu Nov 30 15:45:18 PST 2006)>

(redacted)…Hi… ever since the transition from Comcast, I’ve had trouble emailing to friends and clients with yahoo.com email addresses. The emails bounce back to me. I’ve also problems with emails not getting through to me from yahoo.com. What’s up with that?

lee watters(Thu Nov 30 15:45:58 PST 2006)>

I never had any problems before the changeover

Matt L(Thu Nov 30 18:46:38 PST 2006)>

What email address are you sending from?

Matt L(Thu Nov 30 18:46:46 PST 2006)>

That causes the bounce backs.

lee watters(Thu Nov 30 15:47:07 PST 2006)>

(redacted)

lee watters(Thu Nov 30 15:47:36 PST 2006)>

I have three other addrwesses that do not have the issue — it’s on with TW

lee watters(Thu Nov 30 15:47:42 PST 2006)>

only

Matt L(Thu Nov 30 18:48:35 PST 2006)>

Are you still able to send to any addresses outside of Yahoo?

lee watters(Thu Nov 30 15:49:07 PST 2006)>

yes. it’s only yahoo

lee watters(Thu Nov 30 15:49:18 PST 2006)>

hotmail is fine, aol is fine, netscape.net is fine

Matt L(Thu Nov 30 18:49:38 PST 2006)>

Are you sending these emails using the Road Runner webmail?

lee watters(Thu Nov 30 15:50:16 PST 2006)>

no — outlook. I don’t use webmail

Matt L(Thu Nov 30 18:51:10 PST 2006)>

What is the error message that you get?

lee watters(Thu Nov 30 15:51:34 PST 2006)>

do you use dynamic IP addresses or static? I’m wondering is a chunk of your IP addresses have been blocked…

lee watters(Thu Nov 30 15:51:44 PST 2006)>

the error message is… (let me find one for you)

lee watters(Thu Nov 30 15:51:59 PST 2006)>

This Message was undeliverable due to the following reason:

Your message was not delivered because the destination computer was not reachable within the allowed queue period. The amount of time a message is queued before it is returned depends on local configura- tion parameters.

Most likely there is a network problem that prevented delivery, but it is also possible that the computer is turned off, or does not have a mail system running right now.

Your message was not delivered within 4 days and 0 hours.

Host yahoo.com is not responding.

The following recipients did not receive this message:

(redacted)

Please reply to Postmaster@ if you feel this message to be in error.

Matt L(Thu Nov 30 18:51:59 PST 2006)>

Thank you. And we use Dynamic IP addresses.

lee watters(Thu Nov 30 15:52:28 PST 2006)>

That’s the message — and it happens with all my Yahho accounts on an intermittent basis

Matt L(Thu Nov 30 18:52:55 PST 2006)>

Do you have the IP address of any of the people you are trying to send to?

lee watters(Thu Nov 30 15:53:24 PST 2006)>

hmmm… let me look in the headers

Matt L(Thu Nov 30 18:53:23 PST 2006)>

Great, thank you.

lee watters(Thu Nov 30 15:54:43 PST 2006)>

this is the inbound header on the error — let me find one that got through:

(redacted)

lee watters(Thu Nov 30 15:55:58 PST 2006)>

nope…

Matt L(Thu Nov 30 18:56:26 PST 2006)>

Would you mind waiting one moment while I research this issue for you?

lee watters(Thu Nov 30 15:56:50 PST 2006)>

go ahead…

lee watters(Thu Nov 30 15:57:31 PST 2006)>

here’s the path for one that got through:

lee watters(Thu Nov 30 15:59:15 PST 2006)>

(redacted)

Matt L(Thu Nov 30 18:59:10 PST 2006)>

Thank you for holding.

lee watters(Thu Nov 30 15:59:57 PST 2006)>

never midn — that one got through from gmail

lee watters(Thu Nov 30 16:00:33 PST 2006)>

never mind, I mean

Matt L(Thu Nov 30 19:00:22 PST 2006)>

The issue that might be happening is that Yahoo is blocking the inbound emails for certain IP ranges within Road Runner.

Matt L(Thu Nov 30 19:00:26 PST 2006)>

Was this information helpful? Are there any other technical issues with which we may assist you?

lee watters(Thu Nov 30 16:01:06 PST 2006)>

I assumed that was it — what is TW doing about it?

Matt L(Thu Nov 30 19:01:43 PST 2006)>

Unfortunately we are powerless to what other email providers choose to do. The course of action you would need to take would be to contact Yahoo, and provide them with your IP address to see if they actually are blocking it.

lee watters(Thu Nov 30 16:02:22 PST 2006)>

You’ve got to be kidding — they’re your IP addresses!

lee watters(Thu Nov 30 16:02:39 PST 2006)>

I’m not the only customer this is happening to, I’m sure

lee watters(Thu Nov 30 16:02:56 PST 2006)>

It didn’t happen with Comcast

lee watters(Thu Nov 30 16:03:47 PST 2006)>

Hello?

Matt L(Thu Nov 30 19:04:43 PST 2006)>

Would you mind waiting one moment while I research this issue for you?

lee watters(Thu Nov 30 16:05:19 PST 2006)>

sure, why not…

Matt L(Thu Nov 30 19:08:53 PST 2006)>

Thank you for holding. I was just checking the yahoo website for any information about mail blocks, but was unsuccessful.

Matt L(Thu Nov 30 19:09:47 PST 2006)>

At this time though, you are able to send emails to everyone else but yahoo, and occasionally emailing to yahoo works, so there is nothing I can do at this point unfortunately.

lee watters(Thu Nov 30 16:10:10 PST 2006)>

Sounds like someone at Road Runner needs to get on the phone with someone at Yahho to sort this out. Can you please pass that along to someone who can get it done?

Matt L(Thu Nov 30 19:11:22 PST 2006)>

I will advise my supervisors and see what they can do. Please feel free to email us at customercare@ndc.rr.com and inform them of this problem as well.

Matt L(Thu Nov 30 19:11:27 PST 2006)>

Was this information helpful? Are there any other technical issues with which we may assist you?

lee watters(Thu Nov 30 16:11:56 PST 2006)>

No, it wasn’t helpful — but thanks anyway.

Matt L(Thu Nov 30 19:11:45 PST 2006)>

If there are no other issues that we may assist you with, please click on the End Session button to end this chat session. A transcript of this chat will be e-mailed to the address provided. Once again thank you for choosing Road Runner!

In an ongoing effort to continue improving our quality of service, we are conducting a customer survey. If you would like to participate, please copy and paste the following link into your browser: http://csat.rr.com/chatsurvey.html