Office 365 Outlook Sending Errors, Time Warner/Spectrum Causing the Issue Due to Policy

Strangest thing we've seen installing Office 365. Willing to pay for this if someone can find a resolution. Moved client to Office 365 when Outlook stopped sending emails. NDR report shows IP is involved when the emails bounce. Note, they do not bounce all the time. Further investigation shows the IP is blocked by Time Warner (now Spectrum), the entire block of Class C are blocked.
TW Policy
Time Warner / Spectrum useless as always, frustrating, last tech I spoke with her child was crying in the background and all she could say was, "we don't block our customers emails".

Not sure how to go about this other than place my client back on an exchange server and manage their email this way. This is not what they want or expected after making the decision to go to Office 365.

Microsoft washed their hands of this, simply stated it's outside the scope of support they can provide.
LVL 17
WORKS2011Austin Tech CompanyAsked:
Who is Participating?

[Product update] Infrastructure Analysis Tool is now available with Business Accounts.Learn More

I wear a lot of hats...

"The solutions and answers provided on Experts Exchange have been extremely helpful to me over the last few years. I wear a lot of hats - Developer, Database Administrator, Help Desk, etc., so I know a lot of things but not a lot about one thing. Experts Exchange gives me answers from people who do know a lot about one thing, in a easy to use platform." -Todd S.

JohnBusiness Consultant (Owner)Commented:
If the entire IP block has been blacklisted then you must go back to the ISP and have them work with the authorities who blacklist and have the IP's removed from this. My own ISP purchased a block of IP addresses and exactly the same thing happened. My ISP had to work to have the IP addresses whitelisted.

Experts Exchange Solution brought to you by

Your issues matter to us.

Facing a tech roadblock? Get the help and guidance you need from experienced professionals who care. Ask your question anytime, anywhere, with no hassle.

Start your 7-day free trial
WORKS2011Austin Tech CompanyAuthor Commented:
Thanks John, we figured it was something like this however at the moment its finger pointing by one corporation to another and we're stuck in the middle. Microsoft resolved the issue with us and afterwards removed themselves.

TimeWarner was at one time the ISP of my client but the old account numbers on past billing doesn't mean anything to Spectrum, as well this was years ago. Now, my clients, ISP is Level 3 and they said they can't do anything it's a Time Warner/Spectrum issue.

To clarify, are you saying Level 3 will have to push the issue with Time Warner.

Thank you.
JohnBusiness Consultant (Owner)Commented:
Yes, I would escalate this issue. It belongs to them.
Big Business Goals? Which KPIs Will Help You

The most successful MSPs rely on metrics – known as key performance indicators (KPIs) – for making informed decisions that help their businesses thrive, rather than just survive. This eBook provides an overview of the most important KPIs used by top MSPs.

WORKS2011Austin Tech CompanyAuthor Commented:
John great call, it was strange what happened never seen anything like this. There was a d-mark in the office space next to my client that had a device holding the IP that was causing the issue. After convincing my ISP to help we used a second IP address and routed around the problem IP this way. Will know more tomorrow after looking at how the d-mark was constructed and why my clients goes into the office space next door.

Up and running.
WORKS2011Austin Tech CompanyAuthor Commented:
ISP had an active device on their network which was associated with a bad block of IP's (Class C) that TIme Warner blocked. Routed around the bad IP range using a different IP address from Level 3 (out ISP).
JohnBusiness Consultant (Owner)Commented:
Thanks for the update.
It's more than this solution.Get answers and train to solve all your tech problems - anytime, anywhere.Try it for free Edge Out The Competitionfor your dream job with proven skills and certifications.Get started today Stand Outas the employee with proven skills.Start learning today for free Move Your Career Forwardwith certification training in the latest technologies.Start your trial today
Microsoft Office

From novice to tech pro — start learning today.