Getting tracker emails for the wrongs days if I even get an email at all

  • 35
  • Problem
  • Updated 5 years ago
  • Acknowledged
Any particular reason that I've received 2 emails today & neither of them are for today's shows? I got one for Thursday's shows at 10:30am +10GMT & another one for Wednesday's shows at 3:20pm +10GMT. Not to mention the fact that my last notification before today was for Tuesday despite despite the fact that I have shows on every day of the week. What's going on?
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Matt Atkin

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Posted 6 years ago

  • 35
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Garth

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Official Response
Our sincerest apologies about the email issues we've experienced lately.

The good news first:

Yesterday, the only messages that did not go out belong to a small percentage of yahoo and hotmail users, things are getting better.  Of course this doesn't help if your email provider is yahoo or hotmail/outlook/etc.

Why is this happening?

As part of becoming All Media Network, we were required to move our cloud services, which means we have new Internet addresses.  This causes problems in two ways:

We send massive amounts of daily calendar messages/day.
Some users have been marking our messages as spam instead of clicking the unsubscribe link at the bottom of the message.

Together, these issues affect the total quantity of emails we can send per day to a particular network before their systems start to think we are a spammer.
This also means at the end of the day, we've had to purge emails that have been blocked, so right now if the message doesn't get out in time, you're not seeing the message arriving delay (or if there are delays, it's on your service providers network).

What can you do to help?

1. Add info@sidereel.com to your email address book
2. Check for the messages arriving in your spam box, and if there, mark them as not spam.

We spend a significant amount of time working on this issue every day, including overhauling how we send messages to 'slow down' the velocity of emails. This has significantly increased the total throughput of messages we are sending each day, but we're still working on improvements as we won't be satisfied until all the mail goes out early and successfully.
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Garth

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Official Response
We understand how frustrating the email transition has been, we count on those emails for our own alerts too!

This issue is tracked continuously and has been a significant part of my daily focus since October.

I'm not ready to make any promises yet, however after some testing, today we released a dramatic overhaul in how we deliver email.

Of course, with such a large change, we may need to fine tune things over the next few weeks (especially for yahoo.com), however we expect a significant improvement starting with tomorrow's (Friday) daily calendar.