Forum Discussion

ap4144's avatar
ap4144
Friendly Neighbour
22 days ago

Telus IP address blocked due to AUP violation on SMTP client.

Hi, I'm trying to troubleshoot an issue where a residential family member using Telus Internet can't seem to send smtp emails through Thunderbird on a Windows PC.  The user has a Shaw.ca address and can receive emails, but recently started getting the following error when sending mail:

I checked the IP address and it shows on Spamhaus's PBL.  The SMTP mail settings show he's using STARTLS auth with a username/password and I don't see any compromise of the PC.  I suspect there's an IP in that range that was actually compromised as shows on SpamHaus:

"66.222.208.0/20 is listed on the Policy Block List (PBL)"

Is there a way to get Telus to get this Ip off the list, or is there a way to get a new IP address?  The DHCP release on the router and shutting off for 10+ hours didn't work.  

Thanks.

8 Replies

  • TELUS_Support's avatar
    TELUS_Support
    Icon for Official Support Team rankOfficial Support Team
    21 days ago

    Hey ap4144 - that's an odd error. Have you/your family member tried switching the outbound server? Deleting the email address from the email client and re-adding it might help as well

    • ap4144's avatar
      ap4144
      Friendly Neighbour
      20 days ago

      I'll try that, thanks! Will post the results.

      • ap4144's avatar
        ap4144
        Friendly Neighbour
        20 days ago

        In hindsight, he mentioned he can't send email through his Android phone from his Telus Wi-Fi either, so I suspect something on the Shaw backend just doesn't like that IP.

  • FuzzyLogic's avatar
    FuzzyLogic
    Icon for Community Power User rankCommunity Power User
    22 days ago

    I believe that Telus restricts From addresses to their domain for SMTP relaying. If they are sending from a Shaw.ca address they will need to use the Shaw SMTP server to send with that address. I would check the Thunderbird settings for their Shaw.ca account to ensure it's properly configured to use their SMTP server.

    • ap4144's avatar
      ap4144
      Friendly Neighbour
      20 days ago

      Thanks, I should have mentioned he's using mail.shaw.ca as the SMTP server, and it worked on his Telus DSL for years up to this point.  He mentioned they were having some optik tv issues the day before, so I suspect the DHCP lease expired and he got a new Telus IP address, which the Shaw relay doesn't like.  I'll try to recreate the account in his client and if that doesnt work, I will contact Telus support to see if they can push out a new IP or get spamhaus to remove it.  

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