Help and Support / Data
Email rate limitation announcement and FAQ
As part of our ongoing effort to improve customer experience by ensuring email security and deliverability, BendBroadband is making a change to the way we handle outbound email beginning August 31. Any email originating from a single address exceeding 200 email messages in an hour may be blocked. Also, no more than 500 total recipients can be emailed per 24 hour period per email account.
Known as “rate control,” the action we are taking is considered a best practice in the industry and will prevent automated spam activity on hacked email accounts. This action also helps to ensure @bendcable.com and @bendbroadband.com email addresses will not be “blacklisted” by other ISPs.
These limitations are in line with popular email providers, including Gmail (500 recipients per day and no more than 20 emails per hour) and Yahoo (no more than 500 recipients per day and no more than 99 emails per hour).
What is the anticipated impact on customers?
According to our records, very few customers ever send anywhere close to 400 messages in an hour. When we see elevated email activity from a single email address, it usually indicates a hacker has taken over the account and is using the email address to send thousands of spam messages.
Will I receive a bounce message if I send more than 200 messages in an hour?
No. Triggering bounce messages for each email over the rate limit would create a massive number of email messages should a spammer attempt to send hundreds of thousands of emails. This technique—creating a message “storm”—is actually a common hacker attack.
Will I receive an error message if I send to more than 500 recipients in a 24 hour period?
Yes. The message will list which addresses were not delivered.
What if I want to send an email to a large list, such as an e-newsletter to my customers or a holiday greeting to all of my family and friends?
For business customers, the best way to send email to a large list of contacts is to use an Email Service Provider (ESP). These are usually cloud-based companies that allow you to upload contact lists, send HTML or text email to them, and track whether the email was successfully delivered and opened. Some common ESPs include Constant Contact, Emma, Mail Chimp, CoolerWeb, and Exact Target.
For residential customers, there are a few ways to send your email to more than 200 contacts per hour:
- Break up your contact list into groups of 200 and send the message to each group of 200 hourly.
- Break up your contact list into groups of 200 and send the message from different email boxes within your account. (Note that you can make the “Reply to” email address for other boxes the same so that mail only delivers to a single box.)
- Use an inexpensive email service providers or cloud delivery service such as Mail Chimp or CoolerWeb.
Does this impact me if I have my own email domain like @abcincorporated.com or @smithfamily.com?
No. The rate limiting only impacts email addresses the end with @bendbroadband.com or @bendcable.com. If you have your own domain hosted through BendBroadband or any other hosting provider, this rate limitation does not apply to you.
We appreciate your patience as we move as quickly as possible to deliver an email experience that is surprisingly easy and enjoyable. Thank you for your business.