topic Re: Problem Joining These Forums in Community Site Feedback

Problem Joining These Forums

Anonymous — Tue, 07 Jun 2022 11:39:53 GMT

Hi Everyone,

I am very new to Plusnet: I signed up on 21st May, and my mobile moved over on 24th, with broadband transferring over yesterday, 6th June.

I was keen to join these forums and participate, but kept hitting a brick wall in that I never received the registration email to confirm my email address. I tried two different email addresses, (both Google mail), and different user names when registering.

I tried calling Customer Service, but they didn't know how to help me.

I think that the problem was caused by this issue:

https://community.plus.net/t5/Community-Site-Feedback/Forum-email-verification-broken/td-p/1873814

I have now managed to register for this forum using my old BT Internet email address and Plusnet mobile account ID, but when I tried to go in to my Settings page and change the email address to my main GMail it says that it is already in use by another user - yes, me!

How can I get all references in my profiles on this forum to my two GMail addresses removed, so that when the problem linked above is resolved I can start using my GMail address on here? My BT email address will soon be downgraded and not as easy to access.

Are there Moderators that can help perhaps?

TIA

Re: Problem Joining These Forums

dvorak — Tue, 07 Jun 2022 11:46:12 GMT

If you PM me your accounts that want verifying I can do that manually for you now.

Re: Problem Joining These Forums

Anonymous — Tue, 07 Jun 2022 11:51:12 GMT

@dvorak

Thank you.

How do I send you a PM?

I tried clicking on your name on the left and scrolled down to "Private Messages", but it then says "Access Denied. You do not have sufficient privileges for this resource or its parent to perform this action."

Re: Problem Joining These Forums

Townman — Tue, 07 Jun 2022 11:58:42 GMT

@Anonymous

Having made two posts, you should now be able to PM.

Issues have been raised in respect of Gmail throwing away emails from the Plusnet Forum service. I believe that this is being examined.

Re: Problem Joining These Forums

dvorak — Tue, 07 Jun 2022 11:58:46 GMT

You might need to reply to this post again and then you should be able to.

Re: Problem Joining These Forums

Anonymous — Tue, 07 Jun 2022 12:03:04 GMT

Replying to this thread once more to see if I can then send a PM. I couldn't after twp posts.

Re: Problem Joining These Forums

Townman — Tue, 07 Jun 2022 12:03:50 GMT

Superuser citation

This topic has been cited by one of the Superusers; the purpose of which is to provide a note for information which might help to focus continued discussion (but might not result in a staff response).

Re: Problem Joining These Forums

Anonymous — Tue, 07 Jun 2022 12:07:13 GMT

Thanks,

I'm now able to compose a PM - I don't know if that is due to me logging out of the Forum and back in again, or something that @Townman did?

Re: Problem Joining These Forums

Townman — Tue, 07 Jun 2022 12:14:43 GMT

@Anonymous

I did nothing - new users need to "rank-up" a little before being able to send PMs.

Your report over the Gmail ditching of email messages from this forum is what gives me concern - which I have escalated.

Re: Problem Joining These Forums

Anonymous — Tue, 07 Jun 2022 12:26:21 GMT

Ah, OK.

I have been able to send @dvorak a PM, so hopefully they will be able to resolve this for me.

I thought that the GMail issue was a known problem? I usually use Thunderbird email client, (having read the previous thread), but also checked my GMail via a web browser. The registration messages from these forums are not going in to my spam box either.

Re: Problem Joining These Forums

Townman — Tue, 07 Jun 2022 12:31:54 GMT

Gmail appears to have changed something (again !) and there are reports of (some ?) emails from the forum service not being delivered to @gmail.com users.

In the past we have seen Gmail drop emails sent from the core Plusnet email service to free Gmail accounts, whilst simultaneously accepting emails sent to paid for Gmail accounts or sent to the @googlemail.com alias for free Gmail accounts.

They seem to be a bit of a shambles really!! 🤔

Re: Problem Joining These Forums

Anonymous — Tue, 07 Jun 2022 12:51:32 GMT

@Townman

So, are you suggesting that if I substitute @ googlemail for the @ gmail suffix that I was using when registering on the forums it will probably work? I won't try it now, in case it messes up anything that @dvorak is doing for me in the background.

I did try sending a test email message to the Community's address mentioned in the linked thread, in the hope that it might validate it, and also added it to my Google Contacts. Unfortunately that didn't resolve anything.

Re: Problem Joining These Forums

mumcleod — Tue, 07 Jun 2022 12:56:00 GMT

Had the same problems right now - had to use my old BT email address. The confirmation emails didn’t get through gmail or iCloud.

Re: Problem Joining These Forums

dvorak — Tue, 07 Jun 2022 13:28:01 GMT

@Townman wrote:

Gmail appears to have changed something (again !) and there are reports of (some ?) emails from the forum service not being delivered to @gmail.com users.

In the past we have seen Gmail drop emails sent from the core Plusnet email service to free Gmail accounts, whilst simultaneously accepting emails sent to paid for Gmail accounts or sent to the @googlemail.com alias for free Gmail accounts.

They seem to be a bit of a shambles really!! 🤔

To add some clarity here - this is nothing to do with Gmail, they are doing what they should as are some other email providers.

There's a bad DKIM implementation somewhere caused by PN and we are waiting for them to fix it.

Re: Problem Joining These Forums

Townman — Tue, 07 Jun 2022 13:35:42 GMT

@dvorak

I do not think we are saying anything different - this all used to work - Gmail changed something and now it does not work - the situation is a shambles.

I have not sought to suggest who is right or wrong here, but simply articulate a view of the facts. We have seen similar before from Gmail - whatever they may or may not have done, they (in the past) did not do it consistently, giving rise to mass confusion over what was not working. If Google were as perfect as some might believe them to be, then one would expect consistent failure across all of their email environments.

As you state, PN are investigating the matter.

Re: Problem Joining These Forums

dvorak — Tue, 07 Jun 2022 13:54:00 GMT

We absolutely are saying something different.

Gmail have changed nothing.
PN changed something - they tried to implement DKIM. They did this badly.
As per the whole point of DKIM if the verification fails the email is rejected.
Cloudflare / iCloud (As noted above) also reject the emails because of DKIM failure. Others probably will as well.

This is 100% down to PN.

Re: Problem Joining These Forums

Townman — Tue, 07 Jun 2022 14:14:39 GMT

If you are saying that Plusnet has made a changes (as opposed to having done nothing at all - as happened before) then that is an insight which has limited visibility.

Sure, I do understand the whole point of DKIM - the point being though if it is wrong because of Plusnet for @Gmail (free accounts) then why is it not also wrong for the @googlemail alias and paid for @Gmail accounts as well?

However, as you advise, Plusnet are investigating and we might find out which bit of the world needs to be fixed. Whatever might be thought to the issue at the Plusnet end, the (previous) inconsistent failure with Gmail showed that their services respond to the same "consideration" inconsistently.

Re: Problem Joining These Forums

Anonymous — Wed, 08 Jun 2022 11:39:36 GMT

Thanks to @dvorak I now have the correct email address associated with this Community Forums account. 😀

Hopefully, the Plusnet Community / GMail problem will be fixed soon.

Re: Problem Joining These Forums

arkitect — Thu, 09 Jun 2022 09:18:38 GMT

What a nightmare!

Hit a brick wall at Registration email verification.

Something is seriously up with the registration process.

I tried with three different addresses over 5 days: icloud.com, gmail.com, yahoo.com… i have yet to receive any of the "Confirmation emails from Plusnet.

It also demonstrates that it is not Google or Apple or Yahoo. The issue appears to be with Plusnet.

Plusnet Customer Service are/were unaware of the problem, and just shrugged it off…

Only after contacting Plusnet via Facebook and Twitter did I get any response. (Granted, it was not a fast response and I only received an answer after prodding them again the next day.)

I am very grateful to Adam from Plusnet who via FaceBook messaging acknowledged the issue and had me registered manually.

Phew!