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I have mxroute for a few months, getting a lot of stupid spam getting by the filters and some times my whmcs has issues with the SMTP connection, I'm thinking of swap to NameCrane
No it doesn't. You don't accidentally send 3,000 emails to a list with a 40% bounce rate with the subject "Hi, I'd like to introduce you to the company name I entered into the MXroute order form." I'm not stupid. If you get terminated for sending spam, you objectively and intentionally sent spam. This is the kind of misinformation that spammers want to spread to try to punish me for catching them.
Or you could ask me to grep the logs for your server IP and tell you if there are any issues I see. But it's whatever. You're probably just getting errors because I block it from sending to fake email accounts and people are signing up with fake emails and invalid domains. No one else does that for you. You're welcome for reducing your bounce rates that negatively impact your domain reputation.
I guess it's ok when your a one man band or small company with your own MXRoute account. The difficulty comes when either it a bigger company, or the company resells for it's clients. It only takes one stupid person to send a massive mailing out.
I guess you can't always just suspend one login (spammers would just create another), or one domain, but I guess for some it'd be good to know that one email account for one customer can't result in everyone on the MXRoute account being banned with little notice
Why would you share a corporate account with a customer that you don't trust? Reseller packages are right there on the website. It's pretty easy to terminate a customer of a reseller and not the reseller.
Like if you're running a Fortune 500 company and let "Bob from India" share your account for his new AI-coded SaaS startup, you really gonna act like that's on me?
We're working toward hiring additional help for support. The goal is for you to not need support, and there shouldn't be any problem that requires us to fix that takes long to see a fix unless there's a perfectly valid workaround. People's absolute insistence on talking to a knowledgeable human for every single concern is incompatible with low prices at scale, it's just basic math. But I'm not changing the pricing part of it, I'm increasing documentation and sending the answer to almost every ticket in the auto reply when a ticket is opened.
I'm even using a local AI (GPT-OSS) to expose the most common tickets so we can develop processes and workflows that make them faster to resolve. The top 2 issues of 2025 are now run by human assisted automation (best of both worlds, human pulls trigger but automation loads the canon), making everything faster to resolve.
I think some (not me, I'm just a personal user) might be concerned that even with a reseller account, one bad customer could kill all their customers.
I certainly get that you need to protect IP reputation, and spammers will do what they need to do, and misrepresent things
I take it that in the first instance, for a reseller with multiple active customers, and been active for a while without issue, that any spamming issues would result in only the sub account being suspended or terminated?
Obviously if you resell to mostly spammers, things would be rather different
I hear you, but as the single person who solely makes those calls, I'm telling you that it's not a valid concern. I terminate spammers. I do not terminate people adjacent to spammers. I do not terminate people for being compromised. I do not terminate resellers for having a spammer as a customer.
Now if you go spin up a default WHMCS install, advertise $0.30/decade email hosting, attract 4,000 spammers, and then refuse after repeat warnings to make any attempt to filter orders... But I mean that's like what, 1-3 people ever? It's hard to feel sorry for them but even harder to use them as a relevant example when they barely even exist.
Not everyone even gets terminated for sending spam, but the ones who do usually get loud because they can't comprehend the idea that bothering people they've never met at the cost of reputation shared with other customers is somehow a bad thing. That and they're not used to being caught.
I have no desire to win over anyone who wants to go with another mail provider. I am only interested in preventing false rumors about my business from spreading. They usually catch on and spread because the people representing the businesses don't speak up.
@jar I noticed your Black Friday dedicated website seems to sell plans at BF pricing all year. Is that correct?
I think I'll be obligated to say "Maybe not this year" so no one knows if they should curb their fomo.
I think the problem is on here we only really hear about the accounts which end up getting terminated, and the associated need to protect IP address reputation for your other none spamming customers. We never really hear about the warnings or compromised accounts which get quietly fixed etc
In many ways it's like trust pilot and similar, not many normal happy customers post reviews, it's often those with an axe to grind
Could be interesting to see how the offers for MXRoute and CraneMail compared, and if they change at all. I suspect though both will be keen to keep things sustainable
win win, you can't go wrong with either
I don't want to spread misinformation. I'm just anxious to lose all my accounts over one incident that may not even be spam. Has nothing to do with being stupid or not, has to do with "shit happens" and "we're all not god".
Now that's exactly what I meant.
My username is "default" and I recommend MXRoute to anyone interested!
I feel you
I'm active in some subreddits where people are sometimes like "How am I supposed to not send spam!?" It always cracks me up because I imagine them waking up in the morning and rushing to the keyboard like a heroin addict, itching to send that email. Like... just don't?
That's why it's always decided by me. No one gets terminated by a bot or an AI. Automation is only used to flag what I need to look at, then it's my call. I consider myself flawless at this because there's a really simple instruction I have to follow which I believe makes someone actually without flaw in this role: If I don't have indisputable proof that my customer is an email spammer, I don't treat them like one.
That's absolutely fair and makes sense. I'd definitely act the same. Thanks
I think the TLDR is
if you have day to day control of what your users use email for - no problems
If your users aren't under your control (say it's another business you work with just for IT stuff) - use a reseller account
And key is to ensure everyone knows that the service isn't for marketing emails or spam. Either it's on you, or the person you resold to. Jar tries to be fair, but not to spammers
One point of comparison between MXRoute and CraneMail that would interest me is backup
How certain can I be with either provider that if I were to move from Gmail to one of them, that one day I wouldn't find my emails all gone. If I was managing multiple users I'd want a way of getting backups for each
To be fair though, no one asks the same about Proton, Runbox, Fastmail, etc. It's only the brands that don't roll right off the tongue that people say this about. I don't think it's entirely fair.
To me MXRoute is the biggest brand I'm familiar with specialising in email
Sorry yes it's not entirely fair, as I know GMail could easily lose all my email with no recourse, or even a decent contact mechanism.
Last time I mentioned this you said there was a future iteration planned, would be good to see what that offers
I think it's probably safe to say that both providers have redundant disks and some form of backup, but always good to know.
That's fair.
For us its pretty well known that we're well funded so things going BOOM in the night because we didn't cover our colo is extremely unlikely.
For actual backups, we have local snapshots taken every 5 minutes and then nightly pushes to a datacenter we keep for the sole purpose of DR.
We're still playing around with 'whats the best way to expose backups so users can pull them', but as usual I'm on the fence about it.
Francisco
Purelymail is always my preferred choice.
Also very happy with them.
But they have been sold some time ago so who knows what the future holds
I found them fabulous - just perfect - for a while, but recently their servers have become slow. They're working on it, so we'll see what happens.
Slow in what way/when?
In their Update-notes, they’ve been talking about Gmail rate limits and IMAP latency over the past few weeks.
These days I just rarely scroll LET but I knew I had to login and brag about my MXRoute subscription from 2016 (9 years damn).
Never had any major problems and maybe I contacted support once or twice during that time. All in all, very solid service. @jar really knows what he is doing and I had been following his journey since the time he used to work at DigitalOcean.
That's because your finances are terrible and you always default.