Outlook.com/Hotmail emails rejected by all Shaw.ca recipients – 550 5.1.0 [PII: removed]

Question

Hello,

I am looking for assistance with what appears to be a deliverability issue between Outlook.com and Shaw/Rogers email.

My personal emails are successfully delivered to Gmail, Yahoo, Outlook.com, business domains, and other email providers. However, every email I send to an @shaw.ca address, all personal, no business addresses, they are rejected.

The recipients have already added my email address to their Safe Senders or Trusted Senders lists, but the messages are still rejected before they reach the mailbox.

The bounce message contains the following error:

550 5.1.0 [PII: Removed]

The rejecting server is:

shw-[PII: Removed]

I have contacted Rogers/Shaw. Since the rejection only occurs when sending from my Outlook.com account to Shaw.ca addresses, I am hoping Microsoft can determine whether there is a sender reputation or deliverability issue affecting my Outlook.com account or the Outlook.com sending infrastructure.

Can a Microsoft moderator advise whether this can be escalated to the Outlook.com deliverability team?

Answer 1

@tracy said

every email I send to an @shaw.ca address, all personal, no business addresses, they are rejected.

There have been numerous reports of the same problem sending to a Shaw.ca mailbox from a Hotmail.com address. It would appear that Shaw might be bouncing mail from Hotmail accounts for no apparent reason.

• https://learn.microsoft.com/en-us/answers/questions/5952678/hotmail-emails-suddenly-rejected-by-shaw-addresses
• https://learn.microsoft.com/en-us/answers/questions/5951285/emails-fail-sending-to-addresses-@shaw-ca-only
• https://learn.microsoft.com/en-us/answers/questions/5943799/my-hotmail-emails-are-returned-marked-******@outlo

I created a brand-new Outlook.com account and sent the identical test email to the same Shaw.ca recipients. The new Outlook.com address delivered successfully

Instead of a new outlook.com account, you can try a new outlook.com alias for your existing hotmail.com account. This way emails to either alias are delivered to your existing hotmail.com inbox.

• Create a new outlook.com alias at https://account.live.com/AddAssocId
• Restart Outlook.
• File -> Settings -> Email -> Compose -> Message format
• [/] Always show From
• [Save]
• Compose a new email
• Click the drop-down to the right of your email address in the "From" line.
• Change to your new outlook.com alias.
• Send to a Shaw contact.

Does Shaw.ca bounce it? If not, have the recipient check their Spam/Junk (brand new outlook.com addresses are often tagged as Spam).

Answer 2

Please note that this is a user-to-user community. As moderators, I have limited access to internal development details. My role is to direct users to the appropriate support channels and resources. While I cannot provide backend analysis, I will do my best to assist you within my responsibilities.   

Our forum is a public platform, and we will modify your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data.    

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Hi tracy

Since the message is being rejected before it reaches the Shaw mailbox, Safe Senders or Trusted Senders settings on the recipient’s mailbox may not help.

Please try the remaining steps below:

1) Send one new plain-text test message from the affected Hotmail account

Do not reply to an old thread. Create a brand-new email with:

• No signature
• No links
• No attachments
• One Shaw recipient only
• A simple subject line

2) Add or confirm your sender display name in Outlook.com

I recommend making the outgoing sender identifiable. You can review the guidance here: Sender Support in Outlook.com | Microsoft Support

3) Check whether the affected Hotmail account has any sending or security restriction

Sign in to the affected account and review recent activity here: Microsoft account recent activity.

If anything looks unfamiliar, change the password and secure the account before testing again.

If Outlook.com shows that the account is blocked or restricted, follow Unblock my Outlook.com account | Microsoft Support

4) Contact Outlook.com support from inside the affected account

Since the new Outlook.com account works but the Hotmail address is rejected, please reach out to a live agent for better assistance:

• Visit Contact - Microsoft Support (Only chat support is available for personal account)
• Type a brief description of your issue in the search box   
• Scroll down to the bottom > select Sign in to contact support   
• Log in to your personal Microsoft account.    
• Under Products & Services, select "Other Products"; Under Categories, select a suitable Category.  
• Click "Chat with a support agent in your web browser" (during business hours)

5) Ask one Shaw/Rogers recipient to escalate the issue with Shaw/Rogers

Please ask the Shaw/Rogers recipient to provide Shaw/Rogers support with the full bounce details and request a review of the Cloudfilter rejection for your specific Hotmail sender address.

Shaw’s gateway is rejecting the sender before delivery to the mailbox, so mailbox-level Safe Sender settings may not apply.

If the issue persists, please reply with the full NDR text after removing any personal email addresses or message IDs.

Thank you for your understanding and time! I do hope this helps.