Michael F.
1/5
EDIT (Oct 23, 2020) - The issue is ongoing despite the owner's response to this review. They moved my client from their Sibername servers to their parent company Web Hosting Canada. Client email still ends up in spam. We are not able to reach management despite multiple requests to support. This review has been changed from 2 stars to 1 star. Sibername / WHC management - please reach out to me.
My client uses Sibername for their small business email and their email has been ending up in client spam folders consistently for the past few months. It’s to the point now that after she sends an email to clients who are also personal friends, she has to follow up with a text message to see if it actually arrived in the inbox. (The Sibername emails still end up in spam.) She has one client / friend who consistently marks the email “as not spam” on their end, but it still gets caught in the spam filter. These are not email marketing emails but rather regular day-to-day business emails sent to clients that are ending up in spam folders.
My client is a small business that is on the Sibername business email 10 mailbox plan. Over the years, the problem of Sibername email ending up in spam has happened before. One time, the fix was when Sibername moved their email services from their Montreal server to the London server and that seemed to solve the problem for a while.
However, the current problem has been ongoing and the client is spending a significant amount of time and resources trying to figure out why their emails from Sibername still aren’t reaching their clients. As a business, I’m sure you can appreciate that they can’t have an unreliable business email account.
We’ve been working with Albert for a while now trying to resolve this problem. We made sure our SPF records are correct. (They are.) He’s switched us to a more reliable IP address to see if that solved the problem. (It didn’t.) He refreshed our DKIM keys on Thu Oct 8, 2020 to see if that would ensure business emails didn’t end up in spam. (It didn’t.)
He asked my client to take a screenshot of their computer mailbox settings to double-check if they were correct. My understanding of email settings on your device is either it’s set up correctly and your email works or it’s not set up correctly and you can't send / receive email. This isn’t something that can influence whether or not your email lands up in your client’s spam folder.
Right now, we are using MXtoolbox to try to figure out ourselves why our business emails using Sibername are ending up in client spam mailboxes. From Oct 10, 2020 to Oct 17, 2020, it looks like our emails sent by Sibername’s email IP addresses failed DKIM authentication with clients who used google.com as their email provider. (See screenshot uploaded in this review.)
Why am I discussing this in a public forum? Great question.
We are on a free trial plan for MXtoolbox which ends after October 20, 2020. Then, we will have to start paying $99 USD per month to try to figure out why our Sibername business email isn’t working correctly. (Sibername’s 10 mailbox plan costs around $7.50 CAD per month.) It doesn’t make sense for us to pay so much money just to get Sibername’s email to work properly, so we’ll have to switch email providers which is not ideal. (Staying with Sibername is the easiest option as long as email reliably ends up in our client inboxes.)
On Fri Oct 9, 2020, I asked Albert a number of questions, but also to escalate this to a senior tech or management. When my client and I didn’t hear back from Albert, I sent a follow up email on Fri Oct 16, 2020.
Apparently, there was some miscommunication and I didn’t receive Albert’s first response. He has moved my request to their server administration team but they are quite busy.
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I look forward to working with you to get our business email out of client spam folders. I am active on Google Reviews and I look forward to updating this 2 star review.
Support tickets: {100-735930} {100-793694}
