Maximizing Deliverability

Technical Issue at Charter Temporarily Hard Bounces Valid Users

Several companies saw greatly increased bounces from Charter on Thursday, July 14 and Friday, July 15.  Charter has indicated that they had a technical issue where both valid users and invalid addresses were rejected as invalid users.  This technical issue was resolved as of 4:30 PM Eastern Friday, July 15.

You will see these rejected addresses classified as a 2000 series bounce, normally removed after one hard bounce.  Given this information, your best course of action is to reactivate these rejected addresses from late Thursday, July 14 through Friday, July 15.  You can resend to these addresses normally the next time that you send and the invalid users will be removed normally.

StrongView customers should log into our Spark customer community for the latest information on addressing the situation.

Posted by: Spencer Kollas at 10:49 AM
Categories: deliverability, hard bounces, charter


Thanks for confirming this, was unwilling to publicly admit their issue.

Comment by Ben Bolton – August 1, 2011 at 9:31 AM

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