I've been advised it is in progress and will then need to be copy approved, etc. so it's still a few weeks away.
I've requested that it be given priority.
Hi @Ray_YC ,
If you have any input regarding the help page, please ensure it has useful search tags so it can be found, and also that the article not only outlines what can be done, but the process to request it, ideally with an online form at the bottom of the help page (or a link to one) where a customer can include their user name or account ID, the port they would like unblocked, a reason (to ensure they know what they are doing) and a preferred contact method, should Optus need to contact them. That way, Optus can receive a structured request directly to the correct department, and the customer doesn't need to wait in a phone queue and battle with level 1 support. Just a thought on how to help all parties involved in the process.
That's great feedback, Garth!
For all help and support article suggestions, direct customer feedback is provided and the link to the relevant Yes Crowd thread is included.
Hi, just wanting some advice. I seem to be having this same issue. My setting have not changed, then all of a sudden I couldn't send emails using my own ESP details. I can send on a Telstra network but I have an error message sent back when trying to send using the Optus network (my home/office network). The error being, unable to connect with the outgoing server. I am guessing it has to be that the port numbers are blocked. I have rang Optus three times and all three times have been transferred to the Premium Service, which I have to pay to speak with. Also the Premium Service has no access to the system, they are there really to just check the settings used for the sync. This is obviously a waste of everyone's time and money. What do I do to have this fixed? I run a business to really need to send emails ASAP and short of changing ISP, how do I get my ports unblocked?
Sadly, you have to fight through the level 1 support team and try to get it escalated to someone that knows what they are doing. It took me 4 weeks to achieve that. Once I got to the right person, he made the change in 5 minutes while I was on the phone to him.
They block it because infected machines get used to send spam. Optus think blocking port 25 will solve this.
You need to be very clear: You know port 25 is blocked outgoing. You know and accept the risks of unblocking it. You know it can be done. You don't want to discuss the merits of your request, you just want it done. Level 1 reps do not have a script for this, and won't know what you're talking about. They need to escalate it.
I was on Optus HFC in the past and port 25 outgoing was open. I was then pushed onto Optus NBN HFC, and port 25 was blocked. When I requested it be opened, the script readers said it was impossible because of the "security risks". In a moment of weakness I got sucked into a conversation about, if it's so insecure, why could I do it a week earlier on Optus HFC? That was a 15 minutes of my life I'll never get back.
Your alternative route is to enquire whether your email provider allows you to use a different port. Many providers use 25 for legacy, but also allow another port because 25 is frequently blocked. You then have to hope your email client allows you to choose a different port. Most clients do (Outlook, Windows Mail etc.) but some programs that perform a task and send an email when it completes do not. It depends on the constraints imposed by the sending program. For me, I needed port 25, hence my persistence.
I hate to say, but threatening to go to the TIO may help. And actually going probably will help, because you get passed to a specialist team in Adelaide, who have access to other business units. Ask me how I know.
I got mucked around so much I got a 2-month credit on my bill.
Good luck - I'm afraid you'll need it.
Thank you. Garth2079. Thank you.
For all the work and information you have poured into this thread. I had the same problem, and honestly it was really hard to navigate. I did get it resolved in the end and it only took 10 days thanks to your guidance. I can see how it could have easily taken 2 months. Sadly they have done nothing with your feedback on the issue.
From the first phone call I tried to get someone to read this thread, begged them to please read it before calling me back. I honestly don't think any one ever did. Several people assured me that OPTUS was not port blocking in a tone that implied I was delusional. And of course, everyone blamed it on someone/thing else, my internet provider, my software, my computer. One person suggested that I take my computer to a specialist, another to the OPTUS store. Aside from the fact that I am in Melbourne on stage 4 lock-down, can you imagine the reaction to me dragging my extra large iMac into an OPTUS store? I laugh out loud at the thought of it.
Just as you discovered when I finally got someone who knew what I was talking about some 30 or so calls later, it took 5 minutes. I think I would have collapsed into a fit of despair, tears and all, if it wasn't for the fact that you provided evidence of my sanity. Thanks again.