No, We Don’t Just Ban People for “Any Reason”

Every time we terminate a customer for sending spam, there’s a predictable wave of posts on Reddit and other corners of the internet: “MXroute just bans people out of nowhere,” or “they’ll shut you down over anything.”

The truth? We’re far more deliberate and patient than you might think.

Let’s look at three actual cases we handled today to make the point crystal clear:

Case 1: Might be spam, might just be a messy list
A customer sent what looked like unsolicited marketing. It definitely wasn’t pretty, but there was some chance it came from a poorly maintained list rather than bad intentions. We didn’t kill the account. We paused their outbound mail and reached out to clarify. That’s it.

Case 2: Spam software spotted, customer contacted
Another user connected software that is designed and marketed for sending unsolicited marketing emails. We’ve seen it tied to spam every single time. But in this case, the customer has been with us for about four years, and there was no sign they had started using it to send mail. We reached out, flagged the concern, and let them know it’s being watched. No shutdown. No drama.

Case 3: Clear, deliberate spam from a fake account
This was the easy one. A two-month-old account, fake customer details, sending bulk unsolicited marketing on behalf of a company. It was intentional, obvious, and indefensible. We terminated the account without warning. That’s the kind of thing we don’t tolerate, period.

The Reality
We don’t mass-terminate. We don’t go hunting for reasons to kick people out. What we do is protect the integrity of our service for all the customers who play by the rules.

Sometimes that means giving the benefit of the doubt. Sometimes it means giving a warning. And sometimes it means hitting delete.

But it’s never random, and it’s never without reason.