Lycos delivery problems

Lycos has had some ongoing problems this week. Their alert on the issue says:

Some Lycos Mail users may be experiencing poor performance of their email service, including slow loading times while viewing or responding to emails and slower than usual mail delivery. The Lycos team is aware of these issues and are working to resolve the problems for all users. […] Additional equipment for Lycos Mail service has arrived and we are rolling it into service for all users. This will continue over the weekend and into next week. You should see improvements soon with your mail.  We are continuing to work hard to get this resolved for all of users and we are very sorry for any problems that you have experience thus far.

A number of delivery monitoring companies are showing slow delivery to Lycos addresses over the past week. It’s likely to take a little longer for this to resolve, but should get better as hardware gets installed.
I became aware of this because one of my clients started getting worried about poor delivery at Lycos. There was a problem, but it had nothing to do with my client’s mail. There isn’t a reputation problem, there isn’t a content problem, the recipient mailserver is just under a bit of strain.

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Delivery problems are not all spam related

Not every delivery failure is due to poor reputation or spam. Sometimes ISPs just have problems on their mailservers and so mail doesn’t get through. It’s often hard for delivery experts (and their bosses and their customers and their clients) to watch email delays or rejections without being able to do anything about it.
Sometimes, though, there is nothing to do. The rejections are because something broke at the ISP and they have to sort through it. Just this week there’s been a lot of twitter traffic about problems at a major cable company. They are rate limiting senders with very good reputations. They have admitted there is a problem, but they don’t have a fix or an ETA. From what I’ve heard it they’re working with their hardware vendor to fix the problem.
Hardware breaks and backhoes eat fiber. Yes, ISPs should (and all of the large ones do) have backups and redundancies. But those backups and redundancies can’t always handle the firehose worth of mail coming to the ISPs. As a result, the ISPs start rejecting some percentage of mail from everyone. Yahoo even has a specific error message to distinguish between “we’re blocking just you” from “we’re shedding load and temp failing everyone.”

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The importance of data hygiene

Over the weekend, one of the major ISPs purged a lot of abandoned accounts from their system. This has resulted in a massive increase in 550 user unknown bounces at that ISP. This ISP is one of those that uses bounces to feed into their reputation system and the purge may cause otherwise good senders to be blocked temporarily.
Talking to clients and other industry folks, it looks like the addresses that have newly bounced off had zero activity for at least 6 months. Nothing. Nada. No clicks. No opens. No interaction.
This is why data hygiene is so critical. Just because the emails are being accepted at the ISP, and even showing inbox placement at the mailbox monitoring companies does not mean that there is actually someone reading your email. Failure to look at overall data means that when an ISP bulk deletes abandoned accounts then bounces will increase. While I don’t expect this to have any real, long term effect on sender reputation I do expect that some senders with a lot of cruft on their list will see some short term delivery problems.
Companies that run re-engagement campaigns saw a whole lot less bouncing and even less blocking as a result of the purge. They were removing addresses that were non-responsive all along and thus didn’t have major deadwood on their list.
Ongoing data hygiene shows you what your list really is, not your list plus abandoned accounts. The addresses that the ISP purged? They were not valuable anyway. No one was reading that mail for at least 6 months.
If you did see a spike in bounces this weekend at a major ISP, you should really look at engagement. If some percentage of recipients at one ISP are actually non-existent, then it’s likely that about that same number are non-existent at other major ISPs as well. What are you going to do to identify and remove those dead addresses from your lists?

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It doesn't matter what you say

“What should we tell the ISP?” is a frequent question from my customers. The answer is pretty simple. It doesn’t usually matter what you tell the ISP. What matters are your actions.
If a sender is having delivery problems then the solution is not to call the ISP and talk to them about why the sender’s mail should not be delivered to the bulk folder. Instead, the solution is to evaluate the email and the address acquisition process and the list hygiene process. Identify where potential problems are and then resolve those problems.
Typically, the ISPs won’t need to be contacted. The changes to the email will register and delivery will improve. In some cases, particularly when there’s been some major mistake, contacting the ISP and explaining the mistake and what steps have been taken to stop the mistake from happening in the future may help resolve the issue faster. But if nothing has changed, then there’s no reason for the ISP to expect anything to change.
It doesn’t matter what you say. It matters what you do.

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