Queue Addressing

First ensure you send your request to the right queue.

• DUHL Additions, Deletions and Enquiries - If you are listed in the DUHL send requests to this address.
• Direct ISP Support - If you are an ISP (that means you provide Internet Access to the general public - you will have your own Network at least /24 in size (class C)) use this address.
• Spam Database Payment and De-listing Enquiries - If you are listed in the Spam Database send to here.
• SORBS User Support - If you do not fall into the above categories, or are unsure, use this address.

Second, know that if you send the message to the wrong queue it is likely to be deleted without a reply. (This is because over half of the messages received are sent to the wrong queues, and are taking more than 3 times a long to deal with because the people answering the different queues do not know how to deal with the other queues.)

Third, when logging a call, ensure you send the IP address as part of that call.

Forth, be polite and patient, none of the people who answer you get paid for answering you, none have to speak to you, and should you be abusive your address will be blocked and the help request deleted.

Note: ISP support requests are dealt with as a priority as they generally affect many users. Spam Database requests are dealt with last because they are where time has already been wasted dealing with the spam in someone's Inbox.

How do I find the IP address...?

The IP address will look like "203.15.51.67" (for example). Every computer on the Internet has an IP address, whether it public or private, or a gateway address. The address listed may not be your IP address so it is a good idea to get the IP address from the error messages...

A couple of example messages are:

550 5.7.1 Rejected: Spam Received see: http://www.dnsbl.sorbs.net/cgi-bin/lookup?IP=112.34.54.76
550 Mail from 64.52.34.211 rejected see: http://www.dnsbl.sorbs.net/
550 Rejected, 211.234.54.100 is listed in dnsbl.sorbs.net

If the message doesn't look anything like this, or you still cannot determine the IP Address try sending a mail to: bounce@isux.com if you are listed it will reply with a message like the first example.

How can I speed things up....?

The first and easiest way to speed things up is to help yourself. Use the lookup page: http://www.dnsbl.sorbs.net/cgi-bin/lookup to lookup the IP address you found in the error messages.

If it is listed in the Proxy or Open Relay queues follow the instructions at: retest.shtml and get yourself de-listed.

Note: if your "key" finishes with a double digit figure (eg: key=345345345-123123455-11) you will need to log a support call to have your entry reset. Log a request to the General Support Queue with the key and your IP address.

If you are listed in the Spam Database read the Spam Database FAQ, then and only then you have 2 options.

1. Pay the fine, and get de-listed.
2. Argue that you shouldn't have to pay.

Paying the fine will get you de-listed very quickly (usually within 48 hours)... However, when donating to the Royal Children's Hospital and sending in the receipt ensure you send in the receipt number (the actual receipt is not needed, only the number - this is usually prefixed 'IR'). Due to privacy laws and the fact SORBS is not part of or connected with the charity. Payment confirmations can only be verified when a receipt number is given along withe the payer's name.

Arguing with a SORBS administrator about how you are not the person responsible, or how you just got the address (or any other excuse) will result in a 'boiler plate' reply. It will be blunt and usually impersonal, this may appear rude, but is it not meant to be, it is just meant to be efficient.
Note: There are a few good reasons why you may get de-listed without paying the fine. These will be dealt with by an Administrator personally.