Invoices & reminders sent to BIGPOND not received

Question

Since the beginning of June, any invoice that we email (as a link, not as a PDF) to any customer with a Bigpond.com or Bigpond.net.au is not getting to them.

The email does not go into their trash, spam or junk - they simply do not receive it. They also do not receive the reminders. These are all private customers so I dont have any IT department to go to at their end. There are no error reports at either end.

I believe that Bigpond may have blacklisted mailto:Invoices@apps.myob.com.

Is there a way to change the displayed senders address, or a way to whitelist us to bigpond?

I have not had any solution provided as yet by the support line. Please help.

BJ3 · Answer

You might be right.  Ours stopped from all of us including simPRO & AccountRight to bigpond.

Good luck.

mattrlee · Answer

Hey thanks for your reply. Ive been out of the IT game for 20 years, but I dont think our domain is a problem - all emails sent from our actual users, including sending PDF copies of invoices that I have manually saved, work fine. Its only the documents sent directly from MYOB that seem to vanish into space - so i'd imagine it relates to Bigpond not liking the format as supplied from MYOB - thoughts?

I gave up on the helpdesk phone line after being on hold for 120 minutes, what i was told wait time was 45min.

BJ3 · Answer

Not sure if related or not but we had an issue with Bigpond emails suddenly not getting through just like you're describing and we had to add DKIM records for our domain and 365 tenancy. DKIM records add an extra verification (apparently).  Once this was completed all Bigpond emails started being received again.

You may need to get onto your tech guys and ask if this could be the reason.