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We have received complaints from customers that they are unable
to send email to a small number of other ISPs.

Customers must note that though there is a widespread expectation
of universal connectivity, the Internet is composed of many
individual networks, each of which applies their own policies. This
means that receiving parties can make their own individual
decisions as to whether or not to accept the email that is being
delivered to them.

Demon does not block any outgoing email, other than from
customers who have misused our services, however, with the
volume of unsolicited email currently circulating on the Internet,
some ISPs have been forced to use automated systems that block
email from individual IP ranges or in some cases, an entire ISP,
if the system interprets the IP range or ISP as being a source of
unwanted email. In most cases the systems are not sophisticated
enough to restrict blocking to an individual account. These
policies will mean that from time to time the delivery of
legitimate email will be prevented. This is an issue that
increasingly affects the entire industry and is one that we at
Demon are not immune to. Rarely do organisations that block Demon
email inform us of that fact.

Unfortunately, though it is rare for Demon customers to knowingly
send unsolicited email in bulk, misconfiguration of customer
machines that allows others to use them as "relays" can result in
these machines being blocked by one of the automated systems. Demon
remains committed to dealing promptly with notifications of
problems, taking immediate steps to prevent such abuse, and we
continue to expend considerable efforts in helping customers to
configure their machines securely.

As previously noted some users and ISPs block email from all an
ISPs customers when just one is at fault (or whose systems have
been hijacked), and others block email on the basis of forged or
misinterpreted email headers!

In our opinion, rejecting email is not the solution to the problem
of unsolicited material and will only serve to make email completely
unreliable as a method of communication. However, whilst some other
ISPs do not share our views, there will continue to be problems. 

Whilst we also have a number of automated systems in place we
additionally choose to manually monitor our systems in order to make
appropriate decisions that help to keep the Internet available to all.

While we make every effort to resolve issues with other ISPs
directly, customers who are affected by their recipients, or their
recipients' ISPs, refusing email are advised to contact the person(s)
they are trying to email and ask them to point out to their ISP the
consequences of rejecting valid email from other ISPs. The other
ISPs may well adjust their policies when their own customers point
out the difficulties that are being caused by wholesale blocking
of email.

Malcolm Muir
Demon Internet

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Malcolm S. Muir                                   Demon Internet Ltd.
Sunderland                                        322 Regents Park Road
England                                           London N3 2QQ


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