Miguel Angulo Loria <[Link]@gmail.
com>
Chat transcript
1 mensaje
LiveChat <support@[Link]> 29 de octubre de 2019, 19:32
Responder a: [Link]@[Link]
Para: [Link]@[Link]
Chat transcript
Choose a department: Technical Support
Name: Miguel Angulo
E-mail: [Link]@[Link]
George D. Tue, 10/29/19 06:26:11 pm America/Costa_Rica
Hello Miguel Angulo and welcome to Scala Hosting! What can we do for you today?
Miguel Angulo 06:26:56 pm
Hello how are you?
I have a problem, which I can no longer tolerate, and I need a definitive resolution
I can't answer emails from my bank, everyone gives an error.
George D. 06:28:42 pm
What is the error ?
Miguel Angulo 06:28:49 pm
all hosts for '[Link]' have been failing for a long time (and retry time not reached)
I contacted my bank's technical support, they indicate, that it must be my mail provider, the one
that gives problems.
George D. 06:30:55 pm
Please allow me a few minutes to check the issue. Please wait!
Miguel Angulo 06:31:10 pm
It's very stressful, having to be answering emails from my personal account.
George D. 06:32:28 pm
Which is the domain from which is the issue coming from ?
Miguel Angulo 06:34:00 pm
I have problems with the domains: "[Link]" and "[Link]"
The emails from my bank do reach the inbox, but I can't answer, because it gives the error
George D. 06:50:30 pm
Can you try now or within 24 hours since we have made a few changes
If the issue continues, you can submit a ticket at support@[Link] and we will review it
in more detailed way
Miguel Angulo 06:52:56 pm
I can send an email right now, do you want me to send it?
George D. 06:53:37 pm
yes, try it and inform us of which mailbox to which you have generated it
Miguel Angulo 06:54:40 pm
Alright, wait a moment, I will send an email from the account, "miangulo@[Link]"
Ready !, I already sent the mail, and it presents the same error!
George D. 06:59:42 pm
Please wait!
Miguel Angulo 06:59:56 pm
Sure
George D. 07:08:58 pm
It's possible the remote mail server is blocking connection attempts since we tried to test the
ports, but the remote server didn't respond - telnet [Link] 25
Trying [Link]...
telnet: connect to address [Link]: Connection timed out
Request confirmation from the technical department of the bank
that IP [Link]
is not blocked
or netowrk range which includes that IP
Miguel Angulo 07:11:11 pm
Very well, tomorrow I will contact the support department of the bank.
To validate a possible block to the indicated ip address
George D. 07:13:33 pm
We remain available for further assistance after their responce.
Miguel Angulo 07:14:54 pm
Can you create a ticket to follow up on this case?
George D. 07:16:04 pm
The ticket should be created from the client area or after submitting an email from your main mail
account
Miguel Angulo 07:16:38 pm
Wait a moment
How can I send you a screenshot?
George D. 07:18:01 pm
In a ticket or submitted mail to our support mailbox
Miguel Angulo 07:19:52 pm
I did a test on the website [Link] with the domain [Link], throw a
different IP address than the one indicated, answer the ip: [Link]
[Link]
Connecting to [Link]
220 [Link] [703 ms]
EHLO [Link]
250-Requested mail action okay, completed.
250 STARTTLS [672 ms]
MAIL FROM:<supertool@[Link]>
250 Requested mail action okay, completed. [672 ms]
RCPT TO:<test@[Link]>
550 Relaying denied. [672 ms]
LookupServer 3395ms
George D. 07:21:11 pm
and why are you testing the mail server for the bank ?!
didn't I present you an IP to check from their side?
They would not block their own IP address
Miguel Angulo 07:23:02 pm
Can you test the telnet command at the ip address: [Link]?
George D. 07:23:25 pm
No, since it is not our server
This is the bank's server
Is there anything else I can help You with?
Miguel Angulo 07:26:48 pm
I mean, just as you tested with the domain "[Link]" the telnet command, which tests with
the ip "[Link]", which is the bank relay, just to see the response from that ip.
George D. 07:29:22 pm
yes, we did - telnet [Link] 25
telnet [Link] 25
telnet: connect to address [Link] 25: Connection timed out
Miguel Angulo 07:31:00 pm
Perfect, with that I have enough arguments, to present the case to the bank's IT department.
George D. 07:31:21 pm
You are welcome!
Miguel Angulo 07:31:27 pm
thank you very much for your attention
You rated our customer service as good 07:31:36 pm
George D. 07:31:51 pm
Thank you for contacting our Live Chat Support. Please don't hesitate to contact us if you need
further assistance. I wish you a wonderful day!
Duration: 1h 6m 14s
Chat started on: [Link]
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