Xtra’s official response
“We recently added another layer of spam protection to our network. To put it in simple terms this works on a range of triggers that are matched against mail servers or internet address ranges known to be a source of spam. It then defers attempts to send mail to us from these sources if certain triggers are hit. This is considered international best practice and is used by leading Internet Service Providers (ISPs) around the world.
“The downside of this is that the mail server or internet address range used by a spammer can also have legitimate senders of mail using it. So while this new initiative has seen a very significant reduction in the amount of spam getting through to our customers, it seems that a small number of legitimate emails may have been delayed or not delivered in the process.
“The on-going battle with spammers is a fine balancing act. It is our aim to deliver legitimate emails while still blocking as much spam as possible and we are working hard to achieve this. We do acknowledge we have erred too keenly on the side of blocking spam in this case.
“We have now eased the settings on this anti-spam platform and will continue to fine tune it over coming weeks. This will help to prevent legitimate emails being delayed.
“Should a sender continue to be unable to send legitimate emails to you we suggest that they try using an alternate email address and report to their ISP that it maybe blacklisted for being a source of spam. We are also notifying ISPs if they are on such a spam list so they can take measures to rectify the situation.
“We know that spam is one of our customer’s top annoyances. But spammers use ever evolving techniques, have been linked with organised crime and are in some cases using networks of over 100,000 infected and hijacked computers to send spam. This incident has been a regrettable side effect of our efforts to reduce that spam.
“Once again we apologise for any inconvenience this has caused and assure we have taken steps towards solving the problem, while trying to still stop as much spam as possible.
“Thank you for your patience.”
“The downside of this is that the mail server or internet address range used by a spammer can also have legitimate senders of mail using it. So while this new initiative has seen a very significant reduction in the amount of spam getting through to our customers, it seems that a small number of legitimate emails may have been delayed or not delivered in the process.
“The on-going battle with spammers is a fine balancing act. It is our aim to deliver legitimate emails while still blocking as much spam as possible and we are working hard to achieve this. We do acknowledge we have erred too keenly on the side of blocking spam in this case.
“We have now eased the settings on this anti-spam platform and will continue to fine tune it over coming weeks. This will help to prevent legitimate emails being delayed.
“Should a sender continue to be unable to send legitimate emails to you we suggest that they try using an alternate email address and report to their ISP that it maybe blacklisted for being a source of spam. We are also notifying ISPs if they are on such a spam list so they can take measures to rectify the situation.
“We know that spam is one of our customer’s top annoyances. But spammers use ever evolving techniques, have been linked with organised crime and are in some cases using networks of over 100,000 infected and hijacked computers to send spam. This incident has been a regrettable side effect of our efforts to reduce that spam.
“Once again we apologise for any inconvenience this has caused and assure we have taken steps towards solving the problem, while trying to still stop as much spam as possible.
“Thank you for your patience.”
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