Customers With Email Addresses Under Road Runner Domains Need Hygiene
January 16, 2008
Road Runner Deliverability Update
Dear Monica,
We have been notified by Comcast that, effective immediately, they have dropped a number of Road Runner domains, including:
- jam.rr.com
- midsouth.rr.com
- mn.rr.com
- se.rr.com
- sport.rr.com
- swfla.rr.com
- ucwphilly.rr.com
- houston.rr.com
Email addresses containing these domains are no longer valid.
According to Comcast, customers previously utilizing these domains have been transitioned to new Comcast.net email addresses, albeit ones that may not match directly to their Road Runner addresses. As part of the transition process, over the past several months Comcast has been forwarding emails sent to these domains to their customers’ new Comcast addresses and advising them to provide email senders with their new Comcast email addresses.
Next Steps
- MBS will identify all email addresses utilizing the obsolete Road Runner domains on your customer file and will mark these email addresses as invalid with the appropriate flag reference. Our preliminary estimates indicate that only 2-3% of our clients’ file include Road Runner domains and that the eight obsolete domains are only a fraction of this 2-3%.
- You should alert your customer call center to the situation as they may receive calls from customers who are having trouble receiving your email communications. Provide a script to the call center that asks if these customers were a previous Road Runner customer using one of the above domains and, if so, whether they would like to provide a new Comcast email address.
- Consider including the customer records containing the affected Road Runner email addresses in your next email append or ECOA (Email Change of Address) file run. In our experience, these services have been very successful at recovering email addresses that became undeliverable in the past.
- Consider sending a postcard or letter to customers with valid land addresses asking for an updated email address.
If you have any questions about the change or are interested in using email append or ECOA to help recover lost addresses please do not hesitate to contact me.
Sincerely,
MBS
Sari Tamilio
Vice President, Interactive Services
Tamilio.Sari@mbsinsight.com
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