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
51
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
1,051
106
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
51
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
1,051
106
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
51
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
51
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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