We help IT Professionals succeed at work.

Trouble exchanging email with one customer???

Medium Priority
Last Modified: 2008-01-09
I have a new customer that has an office less than a mile from my office. We both use Bellsouth DSL. For some reason I cannot receive his email unless he replies to an email that I sent. I realize that distance has nothing to do with this but it just makes it more frustrating. Sometimes he does not receive my email unless I am replying to an email from him. I don't seem to have this problem with any other customer. What could be the problem? Is there something in our signatures that is triggering the spam filter? How do we force exchange/outlook/OE to trust each others address?

I use Outlook, ISA, Symantec Agent for Exchange. My client uses Outlook Express.

Watch Question

Top Expert 2008

Greetings ArkAdmin !

If the email is being flagged as spam, add address to Outlook Safe Sender list.  Outlook Express does not have a safe sender list.

Check the Bellsouth webmail.  It may have a spam filter.  Put your respective addresses in the sapm filter white list.

Best wishes, war1


Actually, i didn't mention it  but i receive incoming mail through my domain host not bellsouth. My customer does use a bellsouth email address however. I'll have him check his bellsouth webmail.


I just sent an email to the customer as a reply to an email from him.
I received an email back from the mail delivery system stating the following...

The following message to <mango@bellsouth.net> was undeliverable.
The reason for the problem:
5.1.0 - Unknown address error 502-'Command not implemented'

The original message was attached along with a text file named ATT04858.txt stating the following...

Final-Recipient: rfc822;mango@bellsouth.net
Action: failed
Status: 5.0.0 (permanent failure)
Diagnostic-Code: smtp; 5.1.0 - Unknown address error 502-'Command not implemented' (delivery attempts: 0)
Reporting-MTA: dns; mx00.mail.bellsouth.net

I have changed the actual email address of the customer.
Top Expert 2008

Is mango @ bellsouth.net the corect customer address?  Check if customer is blocking your address or you domain.


yes, the address is correct, i'll check about the blocking.

something just occured to me, i have a hotlink to the free autodesk ADR program in my email signature. i just had another customer tell me that our email was getting snagged in their spam filter. is there something about a html hotlink like this that could increase the chances of the email getting blocked? and also, why do i and the customer receive no notification how or why the email was blocked?
Thanks again.
Top Expert 2008
Some spam filter will flag emails with links as spam.  That is too agressive filtering, in my opinion. But everyone is trying to fight spam.

Not the solution you were looking for? Getting a personalized solution is easy.

Ask the Experts
That bounce back is usually an issue with the email client.  I'd recommend trying a different client or webmail to see if you can duplicate the problem.  Based on that bounce back and that error categorization, the message is being handled incorrectly by the client (Outlook).  This can be simply a bad client or the client handling a particular part of a message - attachment, link, embedded image - out of line of the RFC.  The receiving mail server, if configured correctly, will not accept something non-standard.
Top Expert 2008

ArkAdmin, any update?  Did you check if customer is blocking your domain?
Access more of Experts Exchange with a free account
Thanks for using Experts Exchange.

Create a free account to continue.

Limited access with a free account allows you to:

  • View three pieces of content (articles, solutions, posts, and videos)
  • Ask the experts questions (counted toward content limit)
  • Customize your dashboard and profile

*This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.


Please enter a first name

Please enter a last name

8+ characters (letters, numbers, and a symbol)

By clicking, you agree to the Terms of Use and Privacy Policy.