TECHNICAL SUPPORT
Information: Additional Email Settings Information
► Summary:
This article explains the Suddenlink policy restricting the use of third-party SMTP servers.
Also discussed are the requirements for using vanity domains, SMTP Port 25 restrictions, and related
Frequently Asked Questions.
► Content
Suddenlink requires all email messages sent from our network to go through Suddenlink outbound
(SMTP) servers. Any attempt to send email using a third-party outbound email server will result in an
error message in your email software, and the message will not be delivered.
The use of Suddenlink email servers is required to reduce the amount of unsolicited email, or spam
that is sent from our network. Spam is not only a nuisance, but also potentially degrades our email
service by consuming network and server resources. Spam also increases the potential for computer
virus attacks. Finally, excessive amounts of spam originating from our network can result in other ISPs
refusing to receive any email, including legitimate messages, from our network.
You may be connecting to a third party mail server because of one of the following reasons:
·
Your email software, such as Outlook Express, is configured to use a third party outgoing mail
server to send email, with or without your knowledge.
·
Your computer may be allowing other users from the Internet to connect to it. These outside
users may be using your machine to relay their email. We recommend that you review the
security of your PC.
·
Your computer is infected with a virus that is attempting to spread itself via email. We
recommend that you update your antivirus software and scan your machine for viruses.
Vanity Domains
Although Suddenlink does not currently host or support vanity domains, some of our customers have
acquired them through third parties and want to use them in their email messages. Suddenlink does not
prevent the use of vanity domains as either the From or Reply-To address in your email header.
However, if you use a vanity domain on your email, it must be a valid domain that can be resolved by
the Domain Name System (DNS) servers. Any email sent with invalid domains in the From or Reply-To
address fields will not be delivered.
► Frequently Asked Questions
Q.
Does this mean that I have to use my @Suddenlink.net email address for everything I send?
No. You can use any valid email address, but the email sent from your Suddenlink High Speed
A.
Internet connection must be routed through a Suddenlink SMTP server.
Q
What are the correct SMTP server settings to use with the Suddenlink High Speed Internet service?
A
Please contact a Customer Service Representative at 1-800-490-9604 to find the server
information for your area.
Q
Why do you require the use of Suddenlink outbound (SMTP) email servers?
A
It reduces the number of spam and virus emails originating from our customers. Most Internet
Service Providers have adopted this practice to reduce spam. We must take this action to ensure
that a few bulk emailers do not get the entire Suddenlink.net domain blacklisted from sending
mail to other Internet Service Providers
Q
Will this hinder my ability to send email?
A
This will not impact the majority of customers, but there are bound to be some people using third
party mail servers. Any software configured to use an SMTP server other than a Suddenlink mail
server to deliver email directly to a recipient's server will no longer work. An indication of this
problem may be a message similar to this in your mail client:
A time-out occurred while communicating with the server. Account: otheraccount.otherisp.com,
Server: othersmtp.otherisp.com, Protocol: SMTP, Port 25, Secure(SSL): No, Error Number:
0x800CCC19
Customers using third party email services should contact a Customer Service Representative at 1-
800-490-9604 for server information in your area. Please remember that operating an email or
other server on a residential Suddenlink High Speed Internet connection is a violation of our
Acceptable Use Policy.
Q
Will this affect Web-based email services?
A
No. You can continue to use Suddenlink High Speed Internet WebMail, or services like HotMail and
Yahoo mail as you currently do.
Q
Will this affect inbound email at all?
A
No. This measure only affects how traffic is routed and does not in any way relate to the
substance of email messages. We respect your privacy and do not read any email messages,
instant messages, online chats, or the content of other on-line communications that reside on or
pass through our service. For more information, please review Suddenlink's Privacy Policy.
Q
I am getting spam even though I have never given out my address. Is Suddenlink selling my
information?
A
We do not sell our customers' email addresses. Sometimes spammers will try lists of common
names or words in different combinations to locate an active email address. For more
information, please review Suddenlink's Privacy Policy..
Q
I am still receiving spam. How do I stop it?
A
This is just one step in efforts to reduce spam across the Internet.
Q
I pay for my own domain name so I can send personal email through that server. Why are you
blocking this legitimate use?
A
We understand that some customers have vanity domain names, and this action should not keep
you from using your personal domain name. To ensure your ability to send email from your
personal domain, your mail client must be set to a Suddenlink outgoing mail server. This change in
settings will be transparent to email recipients, and will not impact your ability to receive email.
If you have a business requirement to bypass the Suddenlink mail servers, please contact
Suddenlink Business Services for additional options.
Q
What are Suddenlink customers who send mail via Port 25 supposed to do?
A
Please contact our Customer Service Representatives at 1-800-490-9604 for information on how to
configure your system to send outbound email. Please remember that operating an email or other
server on a residential Suddenlink High Speed Internet connection is a violation of our Acceptable
Use Policy.
Q
Do you offer SMTP authentication or POP before Send capabilities so I can continue to use my
Suddenlink account while on the road?
A
We do not currently offer this feature, but you can continue to use Suddenlink WebMail to send
and receive emails while away from your Suddenlink High Speed Internet connection.
Q
My settings are correct but I am using a return address other than @Suddenlink.net and I receive
an error
A
As part of our spam prevention procedures, we test the domain name in the From address in each
message to be sure that it is valid. If the Domain Name Service does not show that the domain
name has a valid mail server, those server connections are rejected. The customer will receive a
message in Outlook Express that begins: The message could not be sent because the server
rejected the sender's email address. The sender's email address was ...
Customers should use their Suddenlink.net email address or any other valid address in the From
field.
