This procedure applies to the owner, manager or email administrator of a server that has been blacklisted by Comcast. If you have received an error message describing a blacklisting problem after attempting to email a Comcast customer, you should contact your Internet Service Provider or network administrator.

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The following procedure should help you get your server un-blacklisted and minimize the possibility that it may be blacklisted in the future. It is strongly recommended that you follow this checklist from beginning to resolution. Unnecessary escalation (jumping to the last steps) may actually delay the resolution of your issue.

Caveat: We offer no guarantees that the following steps will work; however, by following this checklist you should be able to minimize the time that your server is blacklisted by Comcast. (This checklist is updated as more effective steps are discovered.)

What You Need to Begin:

1. The IP address of the `offending` server. This can be determined from the error message received when attempting to send to a Comcast address from a blocked server (how to determine the blocked IP);
2. The reason for the blacklisting. This can also be determined from the error message.

Step #1: Request Removal

Most blocks can be removed by submitting a request to: www.comcastsupport.com/rbl . This appears to be an automated process; blocks are normally removed within one hour.

Discussion: If the block is removed at this point, you are still not done. Odds are that there was a legitimate reason for blocking your server. See the error message received from Comcast for a link to a page describing the possible cause. Then see `Minimizing Spam` to reduce the possibility that your server will be blocked again.

Forget about calling any phone numbers at this point. Tier 1 (general) support is not authorized to address your issue. They will refer you to Tier 2 phone support (877-561-9324). Tier 2 support is not authorized to address your problem, either. They will refer you to the above web form.

Step #2: Phone Customer Security Assurance: 856-317-7272

You have now entered “Voicemail Hell;” you will not find a live human at this number. However, do not be dismayed; this is a good way to draw attention to the email that you submitted in the previous step. The voice prompts are incredibly long; for immediate access to “the beep,” press <1> when the voice prompt begins. After the following ring, press <5> and be prepared to speak. In your voicemail, state:

• your name and phone number (they do call back);
• your authority (server owner, email administrator, etc.)
• the IP address of the blocked server;
• the reason for the block as stated in the Comcast error message;
• a request to remove the block or provide the reason why the block cannot be removed.

Discussion: The voicemail system tells you that a response within one business day is unlikely; however, as of 3/7/07 technicians admit that a response can be expected in 12-14 hours. Use the voicemail to leave any updates, additional information, etc. Include your ticket number if one has been assigned.

Step #3: Follow-Up

If you do not receive a response within a reasonable time (24-36 hours), send an email to CSA_admin@cable.comcast.com, apparently the administrative email address for Customer Security Assurance. Include all relevant information. You can also repeat Step #2 above.

Step #4: Escalation

If you have established communication with CSA, do not proceed with this or subsequent steps unless you conclude that you have hit an impasse.

1. Contact Symantec, Comcast’s blacklist vendor, directly at investigation@review.symantec.com. We have not tried this route; however, if you do be sure to include all relevant information in your email. Let us know if you get a response;
   [7/16/07 update: We have been advised that Comcast is providing this address to callers as a potential `avenue of first report` for larger organizations. We will continue to recommend this address as the first step of escalation until further info is available.]
2. Send an email complaint to esl_corp@cable.comcast.com. We have no idea where this address goes; however, it apparently caused someone to cause a local (Atlanta area) rep to contact CSA on our behalf. We received an immediate response (the first) from CSA;
3. Call Yvonne, the only CSA technician for whom we have a direct number, at 856-638-4044 (a general number for CSA may be 856-638-4000; we haven’t tried it);
4. Send a letter to the CEO, Brian L. Roberts, c/o Comcast Corporation, (address coming).

Realities

The blacklist removal process is apparently automated in the initial stage. Beyond that point, however, the process of investigating and processing issues is outsourced to Symantec humans. The Comcast CSA techs have little more influence than you do; they reportedly can do no more than call a Symantec voicemail system and/or send an email. A Comcast representative has agreed with us that the system is flawed; as of 3/7/07 there are apparently efforts underway to at least increase the Comcast tech’s influence over blacklisting issues.

[This article is constantly under development. We welcome your suggestions for improvement.]