When your business changes internet providers, handling your Microsoft 365 email correctly is essential to avoid disruptions. Microsoft 365 email relies on internet connectivity and proper domain settings, so switching providers means you must ensure your email service continues to work smoothly during and after the transition. This involves updating your domain's DNS records, particularly the MX records that direct email traffic, to point to Microsoft's servers through the new internet connection.
Why this matters for UK SMEs
Downtime or lost emails can harm your business reputation, delay staff productivity, and risk missing important customer or supplier communications. Additionally, if your email isn't properly secured during the switch, you could expose sensitive data or fail to meet UK data protection expectations under the Data Protection Act 2018 and UK GDPR. Ensuring a seamless transition helps maintain customer trust, supports compliance, and avoids costly operational interruptions.
A typical scenario
Imagine a UK SME with 50 employees moving from one broadband provider to another in the same postcode. Their IT team or managed service provider plans the switch for a weekend to minimise disruption. They first check that all Microsoft 365 licences are active and that the domain's DNS is managed correctly. Before the cutover, they verify backup procedures and confirm multi-factor authentication (MFA) is enabled for all accounts. Once the new provider is live, they update the MX records in the DNS to point to Microsoft's mail servers. They monitor email flow closely for any delivery issues and communicate with staff about any expected minor delays. This careful approach avoids downtime and keeps email secure and compliant.
Checklist: What to do when switching internet providers
- Confirm who manages your domain DNS records: Is it your current IT provider, your registrar, or your own team? You'll need access to update MX and related records.
- Check your current MX and SPF records: Document these before the switch to ensure they are correctly replicated after the change.
- Coordinate timing with your new internet provider: Understand when the new connection will be live and plan DNS updates accordingly.
- Enable and verify multi-factor authentication (MFA): This reduces the risk of email account compromise during the transition.
- Ensure email backups are in place: Use Microsoft 365's native retention policies or third-party backup solutions to avoid data loss.
- Test email sending and receiving: After updating DNS, verify that emails flow correctly both internally and externally.
- Review your IT provider's support SLA: Confirm they offer timely support during provider changes and can assist with DNS and Microsoft 365 issues.
- Communicate with staff: Inform users about the switch timing, expected impact, and who to contact if they experience issues.
Common pitfalls to avoid
Delaying DNS updates or not having access to your domain registrar can cause prolonged email outages. Forgetting to check SPF and DKIM settings can lead to emails being marked as spam. Overlooking MFA or backup checks increases security and data loss risks. Finally, not involving your IT support early may leave you without expert help when problems arise.
Switching internet providers while maintaining Microsoft 365 email service requires careful planning and coordination. If you are unsure about any step, it is wise to consult a trusted managed IT provider or IT advisor who understands Microsoft 365, DNS management, and UK compliance standards. They can help you navigate the technical details and minimise risks, ensuring your business communication remains secure and uninterrupted.