Bromcom emails missing

[taz]

We send an all school email via Bromcom.  Bromcom email report says 2099 emails went out, which we expect.  However the office 365 inbox that Bromcom drops the emails to, only shows 531 emails were sent (can see them in the Sent folder of the Office 365 account).  This is a persistent issue since moving to Bromcom - parents are telling us repeatedly they are not receiving some emails, and we can see nearly 60% drop in readership of regular correspondence such as newsletters. We do not use the Bromcom Parent App so it's not a case they are going there. Anyone else experienced this or have any advice please?  I have checked the O365 account - no errors or delivery failures. It processed what it received which was 531 emails, not 2099.

[ASA-Simon]

What SMTP server are you using to send the emails out from Bromcom? Office 365 does place limits on this. It is recommended to use Bromcom's own SMTP servers. This does come at a cost though.

[taz]

Hi Simon, 

We use smtp.office365.com.  Tenant is office 365 A1, account has an Exchange Online licence. 

[psydii]

I'm not a Bromcom customer (at the moment) but I would not use 365 smtp services for any bulk email.  Even the 365 "high volume" smtp service is limited to 2000 recipients per day, and this limit is coming to all mailboxes in October 2025.

 

At the moment a single user/mailbox is limited to about 30 recipients per  minute. So systems sending though exchange online need to behave gracefully with the smtp server tells them to back-off for a bit.

 

This might be an avenue you can take for troubleshooting: Continuous error throttling for SMTP AUTH submissions in Exchange Online | Microsoft Learn

 

More info:

Exchange Online limits - Service Descriptions | Microsoft Learn

Exchange Online to introduce External Recipient Rate Limit | Microsoft Community Hub

Manage high volume emails for Microsoft 365 in Exchange Online Public preview | Microsoft Learn

 

Does Bromcom integrate with GOV.UK Notify?

Edited March 28, 2025 by psydii

[PotNoodleTech]

Can you not use your LA's outgoing SMTP server instead?

[taz]

1 hour ago, PotNoodleTech said:

Can you not use your LA's outgoing SMTP server instead?

We aren't under an LA for our IT but thanks anyway

[Bromcom_Alastair]

Hi Taz - if you're still struggling, do let us know and we will see what we can do. DM me a case reference if you have one and we can take a look. That said, I think psydii's response is on the money here. 

[rossibIT]

Morning Taz,

We use SIMS and have the same issue when using InTouch. We have found that ESS have blocked certain email addresses so when we have an issue we have to contact them to get it unblocked. Might be worth if Bromcom do something similar. 

 

Regards
Ross