GoDaddy cPanel email sporadically sending, receiving, not bouncing (Shared Hosting)

Operating System & Version
Linux x86_64
cPanel & WHM Version
94.0 (build 8)/Unknown WHM

InstantImager

Member
Jan 23, 2015
6
1
53
cPanel Access Level
Website Owner
Hello,
I've been on with GoDaddy off and on three times now over the last week via phone conversations and have gotten nowhere with them, despite hours of talk and a week of wait. Up until November 2, we've had only very limited interruptions with our cPanel emails. Finally, on 11/2, it dawned on me that I was not receiving automated emails that I normally get through specific website services. I asked around the office and others had noted they hadn't received any emails since earlier in the morning.

After reviewing our GoDaddy account and cPanel information (DNS, MX, routing, etc), I found no changes to be made and, as I'm the dedicated IT, no one else has access to these accounts. The only angle I could note was that something with either with GoDaddy or cPanel (version upgrade) may have been changed behind the scenes. I suspected the prior more so than the latter.

When calling GoDaddy (Hosting), they noted that our Shared Server (Linux) was seeing an unusual, overwhelming number of emails running in queue, over 1000 noted. The customer rep stated he usually sees 100 floating at any one time. Noting this was likely an isolated incident, he told me that the company should wait an hour before seeing it clear. We waited for two hours and finally had some results but it was not consistent. Since the day noted above, we've experienced:
  • Intermittent emails: slow to arrive, hours, if at all. Some emails would come from some Eblast or automated services before our own internal plain-text tests
  • Sent emails would go-through and come-through on occasion immediately (noted in sending Bcc to myself), others would take hours or arrive the next morning
  • No bounce or fail emails received
The second time I talked to GoDaddy, the first tech I talked to was from their Email department (first name written down) noted that GoDaddy despises cPanel email with a passion, that it should never be used and this is what we should expect from a Shared Server (despite not actually having this type of on-going issue ever with them before). He HEAVILY recommended going with their paid Microsoft 365 service, that we would not see these types of issues. I told him I knew how Shared Servers worked but had not encountered this level of problems before. He asked if I still wanted to talk to Hosting as they could attend more to this issue but noted they will likely tell me the same. The next person I was on with was much more professional in demeanor but couldn't help me directly, getting some interchange with a higher tech and escalating the issue. This time I asked to receive a ticket number and to be notified when the situation had been cleared.

Later in the day yesterday, I called one more time asking for an update, while also noting odd irregularities with the DNS records page (possibly browser cache at the time but I also had a 502 and 503 error, noted by the GoDaddy tech on his end as well), with the rep noting a tune of over 3000 emails queued. There was emphasis again, to go with the new Microsoft 365 email service. I noted, as I help develop WordPress sites for other customers, that having the ability to create and delete email accounts was necessary and we could not go paying for accounts we would potentially create then destroy a week later. Despite upgrading the server to GoDaddy's Ultimate Shared Hosting plan, to bump up some resources for a WordPress site (CPU, processing cores), even this had not helped to improve the email service.

The situation from the last week has still not changed and have one on-going ticket as of yesterday morning (over 24 hours). As GoDaddy has migrated from their Workspace to a 3rd-Party platform of Microsoft 365, there is huge emphasis on this when, previously, our service was working well. We need our email as a business so it's important to get this up and running correctly as soon as possible. I'm hoping cPanel staff will be able to review this and give a much better response than GoDaddy has to this point. I feel they are just giving our company the runaround - and possibly many others - trying to get on their new, paid email service.

Thanks for your patience with the length of this write-up and your time. Let me know if there is any further information I can provide to help solve this issue.
 
Last edited:

cPanelAnthony

Administrator
Staff member
Oct 18, 2021
1,045
112
118
Houston, TX
cPanel Access Level
Root Administrator
Hello! It sounds like there has been a long, ongoing exchange with GoDaddy regarding these email issues. The absolute best option here would be for GoDaddy to open a support ticket with cPanel so we can investigate. We would like to make sure nothing cPanel-side is causing issues and see if we could at least advise you if it isn't related to our software.

Could you ask GoDaddy to open a support ticket with us and provide any relevant findings from their investigation? Please provide the ticket ID here if one is opened.
 

InstantImager

Member
Jan 23, 2015
6
1
53
cPanel Access Level
Website Owner
Hello! It sounds like there has been a long, ongoing exchange with GoDaddy regarding these email issues. The absolute best option here would be for GoDaddy to open a support ticket with cPanel so we can investigate. We would like to make sure nothing cPanel-side is causing issues and see if we could at least advise you if it isn't related to our software.

Could you ask GoDaddy to open a support ticket with us and provide any relevant findings from their investigation? Please provide the ticket ID here if one is opened.
Should I submit this GoDaddy ticket number in post or do I need to click Submit a Ticket through cPanel > Submit a request > Customer Service Request? (First time having to submit a ticket.)
 

cPanelAnthony

Administrator
Staff member
Oct 18, 2021
1,045
112
118
Houston, TX
cPanel Access Level
Root Administrator
Hello! You wouldn't submit the GoDaddy ticket number. You would ask GoDaddy to open a ticket with cPanel, then have them give you that ticket ID so you can give it to me here. As you are on a shared host, you would not be able to open your own cPanel ticket; it would be up to your web hosting provider to open one for you. I only want the ID so I can keep track of the ticket in our ticketing system and provide updates to this thread.

Thanks!
 

InstantImager

Member
Jan 23, 2015
6
1
53
cPanel Access Level
Website Owner
I submitted more information in a cPanel Customer Service Request.

GoDaddy would not provide a ticket number. They've essentially admitted that the fault was on their end and not to do with cPanel whatsoever. The rep told me that there was a queue of 5000 emails in their relay. I worked my way up to a supervisor where they worked on upgrading our service, and she noted that the number of emails was going down based on the reports from their techs, but also noted that this was an issue with ALL of their Shared servers at the moment.

The upgrade in service is supposed to pull priority resources over the Shared. There seems to be little to no resolve from them in the short term but I'll continue to post as things progress.
 

InstantImager

Member
Jan 23, 2015
6
1
53
cPanel Access Level
Website Owner
GoDaddy has moved our service to a VPS which seems to have mitigated most of the email issues but we are finding some lag is still happening. I'll continue to report on this as I find out more.
 
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gtswhitt

Registered
Nov 21, 2018
1
0
1
Elizabethton, TN
cPanel Access Level
Website Owner
I'm sorry but this member laid out for you a very long post of exactly what Godaddy says about Cpanel, and that was posted in November 2021. Here it is March of 2022 and Godaddy has constantly told me the very same thing about Cpanel - that it is basically crap and they promote their 365 email plan instead. Cpanel needs to investigate this further only for its own reputation! Here's my own chat from yesterday after 1-1/2 hours being on chat.

Sahil K at 15:37, Mar 17:
checking ....
a test mail has been sent to [email protected]
please check via webmail onyl, have you rec'd it ?

You at 15:39, Mar 17:
Why????
LOL
Sahil K at 15:40, Mar 17:
may I know what is funny in this ?

You at 15:42, Mar 17:
Because I said it was receiving already. The problem was with sending.

Sahil K at 15:43, Mar 17:
can you please confirm, have you rec'd mine email ?

You at 15:43, Mar 17:
Yes, I received your email.

Sahil K at 15:45, Mar 17:
your email is working all fine and is able to receive/send emails.
cPanel email was originally designed for servers to communicate back their administrators regarding statistics and metrics, it was never intended for business use. When used in that way,
it is found to be slow and unreliable.


You at 15:45, Mar 17:
IT IS NOT NOT NOT SENDING!!!
Stop lying about cPanel email I've been with Godaddy for 14 years. Cpanel email is just fine. Godaddy messes with stuff so we cave into buying 365.
An email address is supposed to send and receive. So fix the sending of my email account.
I have way too many clients on Godaddy. You do not want to piss me off.

Sahil K at 15:47, Mar 17:
all your settings were not updated for cpanel email before, I just updated it so how you were able to send emials before ?
it cannot be possible

You at 15:48, Mar 17:
I have never used the webmaster email on this account.
IT IS NOT SENDING

Sahil K at 15:48, Mar 17:
let me have a look again and check If I missed something

You at 15:49, Mar 17:
I replied to your email long ago, so since you didn't say you received that email, it is not sending to you either.

Sahil K at 15:52, Mar 17:
have you received nay bounce back ?
obviously not
please read ti again carefully what I meant by this statement

cPanel email was originally designed for servers to communicate back their administrators regarding statistics and metrics, it was never intended for business use. When used in that way,
it is found to be slow and unreliable.

it is taking time to get delliveered, its working fine
still checking some more tools if I can get it expedite

You at 15:52, Mar 17:
Fix my damned outgoing email on cpanel. That is no excuse and I will report what you said to cpanel themselves.
If an email does not go out, how in the world could it receive any bounce back? LOL
Since you are so very concerned about the webmaster email address, I only use it to sign up with namecheap.com to get SSL certificates to install on Godaddy. One email not a bunch. It is not "being used for business purposes".
I should not have to pay for an email address. Hosts are supposed to supply them. Forcing us to pay for email is why Godaddy is no longer top dog in the business. That and terrible tech support in the last five years. And a website that seldom works. I mean, come on now, seriously do your website developers even use your website to see that it seldom works? Hitting ctrl- three times just to see the bottom of an old bill? Seriously? Can they not put in a scroll bar? Jesus Christ!

Sahil K at 15:57, Mar 17:
I think you are new to this industry, let me educate you
please check the sent folder of your email, you will find the emails there which indicates that email has been sent out from your side

either the email will get deliverred succssfully
or will bounce back

and in yoru case its a delay issue as its a cpanel issue

second there is a good news for you I received email sent from your email now so hope you can understand the delay issue in cpanle
I responded on the email sent from your email to mine as a proof that I recived the email sent from yours email

You at 15:59, Mar 17:
Really, prove it and reply to the one I sent. Never mind, you'll just fake it. And I am not new. If you read English well, you will see that I said I've been with Godaddy for a very long time. I've been doing website work with Godaddy before WordPress was even invented. I'm also a genius. So do not insult me.

......testing went on as well as using my personal charter cable email address which had no delay......

......so at what point in time will Godaddy mess with my client's webmaster email that is on cpanel in order to make it seem to be broken and caused by cpanel, not by them, and ask me to buy Microsoft 365? Probably soon.........

So.........
CPANEL.NET.....is your programming purely crap as Godaddy says?
Are you seriously going to let them continue to discredit cpanel?
And, honestly, do you seriously think that Godaddy support would EVER EVER EVER open a ticket with Cpanel and give us an ID number? You all cannot be that stupid!

Please make Godaddy stop what they are doing and provide cPanel email hosting that works!!
 

jbmorris

Registered
Apr 18, 2022
1
0
1
Bloomington, IN
cPanel Access Level
Website Owner
Hi cPRex - did you get any response from GoDaddy? I've had basically the same experience as others here. I had occasional problems after first converting in mid-December, but the major problems started in March for me. I've spent over 12 hours with over 12 different support personnel, and was finally escalated to tier 2 last week. IIRC the rep I spoke to was named Marshall.

As I understand it, their basic explanation for why this wasn't a problem on shared server accounts when they had Workspace e-mail (something they developed, I believe) was that it used a dedicated server for those e-mails, whereas now with cPanel the e-mails you send directly are routed through the same server as ones sent via forms on your website. As forms are subject to spamming, this tends to clog up the queue, and e-mails take a long time to be delivered. (All websites on the same shared server use the same mail queue, so it may not be spam from your web site but from any of the hundreds or however many others happen to use the same server.) I didn't get any good explanation for why some e-mails never get delivered at all. They seem to indicate the problem is on the receiving end, but if so why would some go through and some not, and why wouldn't I get an NDR for those that didn't?

Unfortunately I didn't think to ask why in the world they don't set up a separate server for the shared hosting plans again. My guess is because they want people to go with the Microsoft paid plan, and they must be getting a percentage of that, but I don't know that for sure, it's just a hunch. But I've had more than one rep tell me that cPanel e-mail is unreliable and always will be.

I doubt anyone at cPanel can convince GoDaddy to stand up a new server to fix these problems. The best you can probably do is ask them to stop bad-mouthing cPanel, and instead of phrase it as "GoDaddy's implementation of cPanel e-mail on shared hosting plans is not reliable." I have been told a VPS is the way around this, and then I'll have control of the queue through WHM, but it's crazy that they've set up a system that does not work well, and despite multiple people reporting consistent problems, they are not interested in fixing it.