Demon Mail Migration Frequently Asked Questions

Why are we doing this?
What are the main features?
What is the difference between IMAP and POP3?
How will you tell me when I am due to be migrated?
What are the new Email Server Addresses?
What are the new Mail Exchange (MX) Records?
Demon Email Management Portal
How will I be affected?
When should I setup my new account?
Exactly how do I use the new login information you’re giving me?
Why do I need an administrator Mailbox?
I have a Domain Name – how will this affect me?
I don’t have a Domain Name, I only have a Demon Hostname – how will I be affected?
Why do I need a new email password?
How do I change my password?
I’ve changed my password but it’s not working?
Why are the server names changing?
What is a SPF Record?
How do I get my SPF record updated?
How do I configure my mail client with the new details?
Will I still be able to use the existing Demon email service?
I have Mail Rewrites, will these be affected?
What is the maximum individual mail size that I can send/receive?
What is MailDefender Lite?
How do I upgrade to the Full version of MailDefender?
How do I report false positives?
Can I opt out of spam filtering?
Can I use a smart phone to access my email?
SMTP Authentication
I have forgotten my password for my existing email service and I wish to collect my email
I have lost my migration email.
Is there a limit to how many emails I can send?

Why are we doing this?

A key area that has been highlighted for improvement by many of our customers is our email service, so we’ve made a significant investment in a new platform that has many new features that will improve your experience.

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What are the main features?

  • Access to your email from anywhere, including mobile devices
  • Microsoft Exchange 2010 webmail (Outlook Web Access) facility
  • Send email from anywhere using authenticated SMTP
  • Simple web-based email management portal for administration, password recovery etc.
  • MailDefender for advanced anti-virus and anti-spam capabilities
  • Choice of POP3 or IMAP for accessing your email
  • The ability to create separate mailboxes with different passwords for individual users if required

IMPORTANT – We will keep your email on our servers for a maximum of 30 days, or until you download them permanently via POP3. If you want the last 30 days email to remain available via webmail or IMAP even once you’ve collected them, please configure your email software to leave a copy on the server (known as mirroring).

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What is the difference between IMAP and POP3?

With POP3, your email software or mobile device downloads a copy of each email and stores it locally indefinitely, or until you choose to delete your local copy. By default, most email clients will delete the email from the Demon server once the copy has been downloaded, and this is ideal if you only have one device collecting your email. If you collect your email on several devices, you’ll need to configure each one to “mirror” (or leave a copy on the server) the mail, so each device will download a local copy, but leave the email there for other devices to also collect.

With IMAP, typically your email software or mobile device connects to the Demon email server to access the mail, but does NOT keep a local copy. So if you delete an email via your computer, when you next login from your mobile device, the email will also show as deleted from there as well, and so on. It is **VERY IMPORTANT** to remember that when using IMAP, because you’re NOT keeping a local copy of the email, once an email reaches 30 days old, we will remove it automatically, at which point you will not be able to access it from ANY of your devices.

For this reason, we STRONGLY recommend you use POP3 as your primary access method, and only use IMAP for temporary access to email, perhaps via a tablet or smart phone. If you combine these access methods, and also configure POP3 mirroring as mentioned above, you will have a permanent copy of emails on your computer, and the last 30 days of email available via your IMAP devices.

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How will you tell me when I am due to be migrated?

Over the next few weeks, we will be sending an email to postmaster@yourhostname.demon.co.uk with your new email login details. To ensure you receive this email, we recommend you NOW ask a friend or colleague to send you a test email to postmaster@yourhostname.demon.co.uk (and a second email with a different subject to postmaster@yourdomain if you have a domain).

If you get the email(s), then you should also see the email we’ll send you, so look out for it. If you didn’t receive them:- Check any spam filters/folders you have in place.- If you use mail rules to filter your mail into different folders, check your other folders.- If there’s more than one person collecting mail for your Demon account, check with your other users or IT admin contact. If they got the email, make sure they know there’s a VERY important email on it’s way from us in the near future.

If after these checks, you still can’t locate the email, we suggest you login to the current webmail platform (we’re replacing that too), and look for the test email(s) you sent.
If you can’t find them, someone must have collected them.

To login to webmail, use:URL – https://web.mail.demon.net

  • Email name – postmaster
  • Hostname – yourhostname(without .demon.co.uk on the end)
  • Password – Your POP3 email password

If you can’t login to webmail due to username/password issues, you can reset your POP3 password by going to https://www.password.uk.demon.net/ and logging in using your hostname and connection/broadband password. Just be aware that if you change your POP3 password to access webmail, the email software you use day-to-day may then need updating with the new password as well.

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What are the new Email Server Addresses?

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What are the new Mail Exchange (MX) Records?

  • Change server address punt-1.mail.demon.net to mx1.demon.co.uk
  • Change server address punt-2.mail.demon.net to mx2.demon.co.uk

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Demon Email Management Portal

The Demon Email Management Portal can be accessed at https://mailadmin.demon.co.uk

The full portal guide can be found here

You will be prompted to set up security questions in case you forget your password. If you wish, you can also change the password we have assigned to you by editing your user details.

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How will I be affected?

Every computer or mobile device you currently use to access your Demon email, will need updating with your new username, password and server information. We would suggest doing this by adding a second email account with your new Demon details on your migration date/time, running the two accounts alongside each other for a few days until you’re happy that no email is going to the old account, then removing the old account.

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When should I setup my new account?

Not until just after your migration date/time. Following your migration, your old Demon mailbox will continue to accept any emails arriving while the changes made to DNS propagate round the world, so just make sure you collect from both accounts for a few days until you’re no longer getting any emails to the old mailbox.

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Exactly how do I use the new login information you’re giving me?

The specifics surrounding this will vary depending on how you collect your email at present, but generally falls under one of two setups:

  • If it’s just you collecting your email…By default, the administrator mailbox we have setup will give you access to all your email, irrespective of which address it was sent to (e.g. bob@hostname, sarah@domainname).It doesn’t matter that the administrator mailbox we’ve setup isn’t named the same as the main email address you use because your chosen email address is just something you setup in your email software.The exception to this is if you use our webmail facility frequently, where it may be wise to login to the new Email Management Portal and add your Demon email address as a second address onto your administrator account, then switch it to primary, though be aware this will also change your login username to be whatever address you added (for example bob@yourhostname.demon.co.uk)
  • If you have multiple people collecting from your account…You’re probably using the username+hostname collection method at present. The best approach here is for you or your admin to use the administrator mailbox we’ve created for you, but login to the Email Management Portal and create separate mailboxes for any other users. The original mailbox we set up for you will continue to receive all other emails that are NOT addressed to the specific separate users/mailboxes you have added, so it’s IMPORTANT that you or your administrator continues to use the original mailbox we set up for you.

Please note: Any changes that you make via the Email Management Portal can take up to 70 minutes to take effect.  Please read our user guide for more information.

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Why do I need an administrator Mailbox?

Your administrator mailbox will receive all email that is sent to your hostname/domainname, regardless of the username it is addressed to, except for any separate user mailboxes you’ve specifically setup in the Email Management Portal, so it’s important you continue to use it.
Please see our Demon Email Management Portal guide for further details.

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I have a Domain Name – how will this affect me?

If your Domain Name is hosted by Demon, you will not need to change anything as we will manage any changes to your Email MX records (DNS) for you.

You will need to ask your Domain Hosting company to update your DNS as follows:

MX Records

  • Change server address punt-1.mail.demon.net to mx1.demon.co.uk
  • Change server address punt-2.mail.demon.net to mx2.demon.co.uk

SPF Records

  • Replace any instance of: 195.173.77.0/24 with include:spf.demon.co.uk

Leave the remainder of the entry, and any other entries not relating to our servers, unchanged.

You must ensure that you request the change to be made to coincide with your migration date to make sure that there is no interruption to your email service. It is important that you do not make the change ahead of your migration date.

In addition we recommend that you ask your provider to shorten your TTL Record (Time To Live) in advance of the changes on your migration date, so that other DNS servers across the Internet will update faster when you do make the changes on your migration date.

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I don’t have a Domain Name, I only have a Demon Hostname – how will I be affected?

If you do not have a Domain Name, you will only need to change your username, password and server details in your email client.

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Why do I need a new email password?

As we encrypt customer passwords and never store copies, we will assign you a new email password. Once you log into the Email Management Portal you will have the ability to change your password.

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How do I change my password?

You can change your password in the Demon Email Management Portal.

Please be aware that passwords can take up to 70 minutes to propagate.

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I’ve changed my password but it’s not working?

Please be aware that passwords can take up to 70 minutes to take effect.

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Why are the server names changing?

As we are migrating our customers in controlled groups, rather than all at once, we have configured our new platform with new server names. This means that we will be replacing our existing server names with the below:

Old Server Name                                                       New Server Name
pop3.demon.co.uk                                                          mail.demon.co.uk
post.demon.co.uk                                                           smtp.demon.co.uk
punt-1.mail.demon.net                                                 mx1.demon.co.uk
punt-2.mail.demon.net                                                 mx2.demon.co.uk

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What is a SPF Record?

Sender Policy Framework (SPF) is an email validation system designed to prevent email spam by detecting email spoofing, a common vulnerability, by verifying sender IP addresses. SPF allows administrators to specify which hosts are allowed to send mail from a given domain by creating a specific SPF record (or TXT record) in the Domain Name System (DNS). Mail exchangers use the DNS to check that mail from a given domain is being sent by a host sanctioned by that domain’s administrators.

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How do I get my SPF record updated?

If your domain name is hosted by Demon then we will update these records automatically for you when you are due to be migrated. Alternatively if your domain name is hosted by another provider then you will need to give them the new details which will be contained within the communication when we notify you of your migration date and details. If you’re unsure whether this SPF advice is applicable to you, it probably isn’t, but you might want to check with your domain host to make sure.

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How do I configure my mail client with the new details?

Comprehensive User Guides are available which will assist you with making changes to the most popular email clients.
Please ensure that when you configure your email client that you create a new account rather than over-writing your existing details. This means that you will still be able to download any email on our current system as well as new email which will go via the new email service.

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Will I still be able to use the existing Demon email service?

No, you will need to use the new service. Although for a short time you will still be able to collect email from the old platform.

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I have Mail Rewrites, will these be affected?

Mail Rewrites allow users to have their emails rewritten to an alternative non-Demon address. There will be no change to your Mail Rewrite service.

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What is the maximum individual mail size that I can send/receive?

The maximum email size that can be sent or received is 30MB, this includes attachments.

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What is MailDefender Lite?

Maildefender Lite is an anti-spam and anti-virus solution that guarantees a reduction in spam email, while protecting your inbox from virus and phishing attacks.
This has been provided to all Demon Customer’s free of charge.

We use Cloudmark technology in MailDefender because it has been proven to be the most advanced approach to blocking spam and malicious software. It has the most sophisticated detection capability available, because each user‘s feedback is automatically monitored and verified, only credible, accurate reports are accepted.

The system operates in virtually real-time, far in advance of conventional techniques. Powerful fingerprinting techniques mean the new spam variants are quickly detected and blocked, closing down a popular method used by spammers.

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How do I upgrade to the Full version of MailDefender?

Please contact our Sales team on 0800 027 3737. Details of the full MailDefender service can be found at http://demon.net/maildefender/

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How do I report false positives?

A false positive is a legitimate message mistakenly marked as spam.False positives are reported by emailing the offending message as an attachment to ham@mailreport.co.uk.

In the interim the sender is advised of the rejection and given tips on how to avoid this and reconstruct the emailhttp://mailreport.co.uk/FAQ/CMAE_PreFilter.

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Can I opt out of spam filtering?

All customers are automatically assigned a copy of MailDefender Lite which does not allow customers to Opt out.

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Can I use a smart phone to access my email?

Yes, you can access your email service from mobile devices.

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SMTP Authentication

If you collect your Demon Internet email from a statically assigned Demon Internet IP (e.g. HomeOffice, Business Broadband) or dynamically assigned IP, we would recommend that you enable encryption & authentication for outbound email using your username & password.

If you collect your Demon Internet email from another network provider, you must enable encryption & authentication for outbound email.

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I have forgotten my password for my existing email service and I wish to collect my email

Please go here to reset your old email password. You will not be able to reset this via the new Demon Email Management Portal.

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I have lost my migration email.

If you have lost your migration email, please email helpdesk@demon.net for Residential services like Home or Home Office Broadband or business-support@demon.net for Business Broadband, Leased Lines or other business services and we will be able to assist you with the information that you need.

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Is there a limit to how many emails I can send?

To protect the integrity of the platform, there is a limit of 200 email addresses per rolling 60 seconds, whether as a single email or 200 separate emails.  For this reason, we would suggest that customers wanting to send an email or emails with larger distribution lists than this split them into blocks of 200 addresses or less, with a 2 or 3 minute delay between each block.

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