topic Re: Email issue in Email

Email issue

JBL — Wed, 17 Apr 2024 15:57:00 GMT

When using Apple Mail I am unable to send emails from my plus address using mobile data - I Sending them when wifi is on no problem. Any I try to send are sent to my outbox until wi-fi back on. Plus net staff have been very helpful but still stuck with the problem. (Emails sent via other clients (eg Yahoo) go fine so must be an apple mail problem but whaT?

Re: Email issue

jab1 — Wed, 17 Apr 2024 16:26:23 GMT

If you have your PN mail as an account on Apple Mail, it will not send on mobile data, or any non-Plusnet connection unless it is authenticated. You need to set that up whilst on your home connection. Do you use a desktop/laptop at home, and what email program do you use?

Re: Email issue

MisterW — Wed, 17 Apr 2024 16:30:56 GMT

You need to ensure that your outgoing server settings ( relay.plus.net) are set use use authentication with your plusnet accountname and password.

To explain, why you are on wifi, you're connecting from a Plusnet IP address and so authentication is not needed (but can be used). When on mobile data its not a PLsunet IP address and so you MUST authenticate with the server.

Re: Email issue

jab1 — Wed, 17 Apr 2024 16:51:11 GMT

@MisterW wrote:

.

To explain, why you are on wifi, you're connecting from a Plusnet IP address and so authentication is not needed (but can be used). When on mobile data its not a PLsunet IP address and so you MUST authenticate with the server.

The same applies if you are using Wi-Fi provided by an ISP other than Plusnet, for instance in a coffee shop, or at a friends house where they are e.g. Virgin customers.

Re: Email issue

JBL — Wed, 17 Apr 2024 20:00:55 GMT

I use Apple Mail. I have located settings inMail on my iMac desktop but not sure how to authenticate as you recommend!

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Re: Email issue

jab1 — Wed, 17 Apr 2024 20:04:38 GMT

That - you having an iMac - is a slight problem, as I have zero knowledge of those machines. I wonder if @MisterW has any ideas?

Re: Email issue

jab1 — Wed, 17 Apr 2024 20:09:17 GMT

@JBL Does this information - obtained by Googling - help? https://support.apple.com/en-gb/guide/mail/mlhlp1106/mac

Re: Email issue

MisterW — Thu, 18 Apr 2024 06:58:16 GMT

as I have zero knowledge of those machines

Likewise I'm afraid.

Mail client usually have options in the outgoing server settings like ' use authentication for this server' , selecting that allows you to input a username & password. Thes should be set to your Plusnet accountname and the password you use to login to the member centre. There will likely be other settings for encryption etc and we probably need someone with more familiarity of Apple mail

Re: Email issue

jab1 — Thu, 18 Apr 2024 07:04:40 GMT

No problem, @MisterW - By using a little common sense, with the assistance of a search engine, I think I may have pointed the OP to the required information. 😉

Re: Email issue

dvorak — Thu, 18 Apr 2024 08:43:35 GMT

Moderators Note

This topic has been moved from Broadband to Email

Re: Email issue

MisterW — Thu, 18 Apr 2024 09:25:17 GMT

@JBL if you've still got problems , does your email settings look anything like this example https://support.rebel.com/hc/en-us/articles/10211536544411-How-to-update-the-email-server-settings-on-Apple-Mail-macOS

NB your host name will of course be relay.plus.net

Re: Email issue

JBL — Thu, 18 Apr 2024 09:32:55 GMT

Many thanks. Settings are all OK. gather I need to authenticate with the server. That;s where I am stuck!

Re: Email issue

jab1 — Thu, 18 Apr 2024 09:36:19 GMT

@JBL Have you clicked the link in post #7 - that is the official Apple instructions?

Re: Email issue

MisterW — Thu, 18 Apr 2024 11:07:06 GMT

gather I need to authenticate with the server. That;s where I am stuck!

@JBL follow @jab1 s post , to authenticate you need to fill in the outgoing server username & password fields with your PLusnet accountname & password

Re: Email issue

JBL — Thu, 18 Apr 2024 15:00:54 GMT

Thanks for this. I have already done this but the problem remains. When on mobile data, I cannot send emails successfully.successfully, Message says 'Cannot send email - The server rejected one of the of the repents addresses. Message in the Outbox"

Once I go back to wi-fi - hey presto, the message gets delivered!

If I send ab email using my gmail address when offline, no problem!

Re: Email issue

jab1 — Thu, 18 Apr 2024 15:14:13 GMT

Are you sending to multiple recipients in the same email? If not, and the fact that it sends OK back on your home connection is strange, to say the least. This needs an expert to solve, as it is outside my knowledge.

@MisterW / @Townman - any thoughts?

Gmail is totally divorced from Plusnet, so is not relevant here.

Re: Email issue

JBL — Thu, 18 Apr 2024 15:28:08 GMT

It happens whether I send to a single recipient or multiple recipients

Re: Email issue

MisterW — Thu, 18 Apr 2024 15:45:39 GMT

Message says 'Cannot send email - The server rejected one of the of the repents addresses. Message in the Outbox"

That message is just a standard one from the mail client not being able to send. It's nothing to do with the recipients address , its just failing to send at all.

@JBL my guess is that the IP address you're assigned on the mobile network is blacklisted. Leave it 24 hrs and see if it clears.

The problem with mobile networks is that IP addresses are shared between many users via CGNAT and thus anyone being 'naughty' and sending spam can cause the Plusnet mail server to blacklist.

Re: Email issue

Townman — Fri, 19 Apr 2024 11:35:33 GMT

I think I want to pick apart the details here; you are using...

Apple Mail
On an iMac
Connection to a MOBILE network ... how?

If this were being experienced on an iPhone I would recommend putting it in to AEROPLANE mode for an hour and then try again after reconnecting to the mobile network.

Third party network connections can be abused and if detected the IP addresses will be black-balled. Mobile networks tend to use NAT so there could be hundreds of devices using the same public IP address.

Have you been able to send email over mobile in a different location?

Re: Email issue

JBL — Fri, 19 Apr 2024 15:00:48 GMT

Thanks for your help. Perhaps I am a bit out of mu depth! To be clear -

1. When using my iPhone, I can only send email using my plus.com email address when on wi-fi

2. This is the case when at home with W-Fi disconnected or away from home - if on mobile data email is not delivered until Wi-Fi is back on

3. Instead I am able to send emails via mobile data using an alternative email address (eg gmail)

4. This has always been the case, it;s not just a recent problem. - I have lived with it and could continue to do so - it;s just annoying!

Hope this makes sense

My theory his that it's something to do with email settings on Apple Mail - but that's only a theory!!!