topic Re: Cannot send emails in Email

Cannot send emails

jchristopha — Mon, 19 May 2025 10:12:01 GMT

I am unable to send e mails and receive the following error message:

Reported error (0x800CCC6F).
Your outgoing (SMTP) e mail server has reported an internal error. If you continue to receive this message, contact your sever administrator or internet service provider (ISP). The server responded:
554 avasout-peh-002 smtp ESMTP server not available (blacklisted by local policy)

Re: Cannot send emails

Townman — Mon, 19 May 2025 12:05:00 GMT

@jchristopha

It helps to know which email brand you are using, the server settings and which email client (and version) you are using.

Please run the email (connectivity) diagnostics using the link below and report back the connection results, along with the above details.

Re: Cannot send emails

jchristopha — Mon, 19 May 2025 13:17:21 GMT

email band: force 9
email client: the problem is not email client specific - it occurs with Outlook (2 different versions) and with Samsung email
Smtp server settings:
relay.force9.net
SSL/TLS
Port 465
Requires authentication

This is the response I go from the diagnostic test on SMTP server:
Trying 212.159.9.104:587...
* Connected to relay.force9.net (212.159.9.104) port 587
< 554 avasout-ptp-001 smtp ESMTP server not available (blacklisted by local policy)
* Got unexpected smtp-server response: 554
* closing connection #0
curl: (8) Got unexpected smtp-server response: 554

Re: Cannot send emails

Townman — Mon, 19 May 2025 13:48:29 GMT

Let me ask some questions...

Re: Cannot send emails

paul_mack — Fri, 23 May 2025 15:18:27 GMT

Hi, I am currently getting the same error when trying to send emails using Outlook on my laptop. Did you get the issue resolved ?

Re: Cannot send emails

jchristopha — Sun, 25 May 2025 16:50:10 GMT

No, the issues have not been resolved. The problem remains the same: I cannot send from devices (phone and PCs) which use my Force 9 broadband account. I can send from the phone when it is connected through a different broadband account. Looking at other posts on the Forum this is a problem which has come up a number of times before

Re: Cannot send emails

paul_mack — Sun, 25 May 2025 17:07:28 GMT

I have discovered that if I use a VPN on my laptop then I can send emails from the laptop. I have a plus.com account. I can also send emails from my phone using 4G. Also my daughter can send emails from her plus.com account, and she lives in another part of the country and has BT as her internet provider. So my conclusion is that this is a problem with Plusnet despite their customer service saying it’s a problem with the mail apps we are using.

Re: Cannot send emails

jchristopha — Sun, 25 May 2025 17:29:20 GMT

I agree with you; your experience is similar to mine. I should also add that my son, who has an email address on the same account as me, but lives elsewhere, can also send emails alright (he does not have a plusnet/force 9 account). Looking at some of the previous threads, what may have happened ( and is suggested in the error message) is our home IP addresses have got blacklisted somehow: but if that is the case I need help (anybody?) in sorting it

Re: Cannot send emails

Townman — Sun, 25 May 2025 21:30:53 GMT

That all suggests that the IP address has been compromised. If NOT using a static IP address the turn the router off for two hours. See if you can send afterwards.

Re: Cannot send emails

jchristopha — Tue, 27 May 2025 07:03:59 GMT

Unfortunately that did not work: I switched router and modem off overnight but I still cannot send.

Re: Cannot send emails

Townman — Tue, 27 May 2025 07:12:27 GMT

Please use the email server connection diagnostics (link below) and report back the results.

Re: Cannot send emails

paul_mack — Tue, 27 May 2025 11:45:09 GMT

I've not tried switching my router off, but I have run the diagnostics and got this (I've taken out the IP address)

* Connected to relay.plus.net (xxxx) port 587
< 554 avasout-ptp-002 smtp ESMTP server not available (blacklisted by local policy)
* Got unexpected smtp-server response: 554
* closing connection #0
curl: (8) Got unexpected smtp-server response: 554

Basically its the same message that I get when I try to send emails.

N.B. this does not happen when I use a non plusnet email address from my laptop. Also does not happen on my work laptop which uses a different email address.

It only happens with .plus.com email addresses from our laptops/iphones.

Is this a problem which Plusnet should be able to resolve ?

Re: Cannot send emails

Marsh — Tue, 27 May 2025 12:44:39 GMT

Unfortunately that did not work: I switched router and modem off overnight but I still cannot send.

Hey @jchristopha

As mentioned by @Townman this is sounding like an IP issue. I have had a look at your account, and I can see you have a static IP, meaning you have been given the same IP address when you turned off and then on your router if you want, I can get you a new static IP to see if this works however if you have anything setup for that IP you would have to change it with the new IP.

Re: Cannot send emails

Townman — Tue, 27 May 2025 16:02:50 GMT

@paul_mack wrote:

... this does not happen when I use a non plusnet email address from my laptop. Also does not happen on my work laptop which uses a different email address.

Can you please clarify...

Are the non-Plusnet email addresses and the 'different' email addresses attempting to send via Plusnet's SMTP relay?
The SMTP connection test you attempted - did you use your email address or your account name as the userID
Whichever you used, can you please repeat the test using the other

This issue has been esclated.

Re: Cannot send emails

jchristopha — Tue, 27 May 2025 18:42:38 GMT

Josh yes please could you get me a new static IP address and advise when this has been done

Re: Cannot send emails

paul_mack — Tue, 27 May 2025 20:16:20 GMT

I get the same error message when I use my username and when I use my plus.com email address.

I have an icloud.com email address which I operate through my iphone, and this is working fine, but I assume its not attempting to send via plusnet's SMTP relay.

Re: Cannot send emails

Townman — Wed, 28 May 2025 16:50:14 GMT

Hi Paul,

I have escalated this again ... in the meantime, can you please run your static IP address through MXToolbox.com's blacklisting checker and report back which blacklist it is on.

Have you previously attempted to send lots of emails via Plusnet's SMTP server?

Re: Cannot send emails

paul_mack — Wed, 28 May 2025 19:04:35 GMT

Hi,

The blacklist check came back with one - "Spamhaus ZEN".

To be honest I hardly send any emails using my plus.com account, same for my wife and her plus.com account. My son who lives with us, sends a few more emails with his account, but its still a relatively low number.