topic Re: can't send email ( avasout ... blacklisted by policy ) in Email

can't send email ( avasout ... blacklisted by policy )

bluewhale — Thu, 29 May 2025 17:48:20 GMT

hi,

i am helping the mother in law, she still uses a plusnet email, but is on talktalk ( yes bad, but wasn't my doing )

anyway today she can no longer send emails getting an error message from thunderbird

"Sending of message failed

An error occurred while sending mail: Outgoing server (SMTP) error. The server responded avasout-ptp-004 smtp ESMTP server not available ( blacklisted by local policy )

anyone know what this is about, i've tested the same account settings on my own pc and its fine, but i am on plusnet so not quite the same?

cheers

pete

Re: can't send email ( avasout ... blacklisted by policy )

Townman — Thu, 29 May 2025 18:12:02 GMT

This is an issue with the TT IP address. Suggest that you have your mum switch off the router for a couple of hours in the hope that a different dynamic IP address is allocated.

This issue arises where an IP address has been 'abused' - the issue with dynamic IP addresses is that one cannot have any idea who used it previously and for what.

Re: can't send email ( avasout ... blacklisted by policy )

bluewhale — Thu, 29 May 2025 19:43:12 GMT

@Townman yeah i'd seen that about and suggested doing it overnight so hopefully will be fixed.

Re: can't send email ( avasout ... blacklisted by policy )

paul_mack — Fri, 30 May 2025 14:31:58 GMT

Hi there,

I have been having the same problem with sending emails - did turning off the router overnight resolve the issue ?

Re: can't send email ( avasout ... blacklisted by policy )

Townman — Fri, 30 May 2025 14:59:35 GMT

@paul_mack

Given that you have a static IP address which appears on the Spamhaus ZEN list (for unclear reasons) the advice to @bluewhale will not work for you.

I have now managed to get the business to raise an incident of the underlaying issue. AIUI only in the situation of a user attempting to run their own SMTP server should this issue be encountered.

Re: can't send email ( avasout ... blacklisted by policy )

paul_mack — Fri, 30 May 2025 15:19:33 GMT

@Townman

Actually I think my IP address is dynamic, apologies for this. I am trying to avoid switching off the router because we have our central heating controlled via the wifi (using Hive), and we recently had a problem with it that took a few hours to resolve.

I have just been talking to Plusnet support and they have now suggested changing my IP address from their end, though this will still mean the router goes offline for a few minutes. They suggested doing this would be quicker than requesting our IP address be taken off the Spamhaus ZEN list.

Re: can't send email ( avasout ... blacklisted by policy )

MisterW — Fri, 30 May 2025 15:25:49 GMT

I have just been talking to Plusnet support and they have now suggested changing my IP address from their end

Unless you DO have a static IP, Plusnet can't force a change to your IP. Dynamic IP's are allocated from a pool at the BRAS, so dropping the connection briefly will almost certainly get the same address allocated.

@paul_mack to confirm whether your IP is dynamic or static do an nslookup of the IP. It will return <ip>.dyn.plus.net if dynamic and <account>.plus.com or <ip>.plus.com if static

Re: can't send email ( avasout ... blacklisted by policy )

Townman — Fri, 30 May 2025 17:47:59 GMT

I thought I recalled that on your own thread a staff member reported that you have a static IP. They offered to change it, however within the escalation, it was suggested that might not be an appropriate course of action.

I suspect that there is something else “in play” here: all dynamic IP addresses are listed by design; your actions here does not “engage” with the space which this blocklist seeks to prohibit. It’s not just a matter that the IP addresses is listed, you are not doing the behaviour it is designed to prevent.

Re: can't send email ( avasout ... blacklisted by policy )

paul_mack — Fri, 30 May 2025 18:13:11 GMT

I think it was @jchristopha that said he had a static IP address.

But, Plusnet support have now rebooted my router from their end and we can send emails again. My IP address has changed slightly, so I'm not sure what is going on here, but the problem we had has been resolved. I can send emails from my laptop and iphone using my plus.com email address.

Re: can't send email ( avasout ... blacklisted by policy )

bluewhale — Fri, 30 May 2025 20:47:19 GMT

so the router bounce fixed the issue, or at least it was fixed after doing this, but of course correlation/causation

but def worth a try and better still gets you off the internet for a while which these days is a good thing

maybe go out and stare at some nature, plenty going on right now

Re: can't send email ( avasout ... blacklisted by policy )

bluewhale — Fri, 30 May 2025 20:54:42 GMT

personally the first thing i'd get the non internet version of your heating thermostat, i'm assuming you rarely if at all use the "feature" of messing with your heating whilst not in the house

there are many wireless but not WIFI thermostats, there is even a hive/british gas one that i now have that looks the same but doesn't use wifi

all of this is so that companies can sell your data

Re: can't send email ( avasout ... blacklisted by policy )

MisterW — Sat, 31 May 2025 05:28:41 GMT

personally the first thing i'd get the non internet version of your heating thermostat, i'm assuming you rarely if at all use the "feature" of messing with your heating whilst not in the house

i thought the hive worked without an internet connection.? Doesn't it continue with the programmed schedule ?

No internet just means you can't control it remotely

Re: can't send email ( avasout ... blacklisted by policy )

jchristopha — Sat, 31 May 2025 14:49:05 GMT

It was me who was told (by Plusnet Support) that I had a static IP address: Plusnet Support offered to change it and I confirmed I would like them to do this. But as far as I know this has not happened yet and I still cannot send emails

Re: can't send email ( avasout ... blacklisted by policy )

Marsh — Sun, 01 Jun 2025 10:22:15 GMT

Hey @jchristopha,

I apologize for the delay. I have now allocated a new static IP for you. Please power down your router for a couple of minutes, and the new IP will be allocated. Please let me know if the issue still persists.

Re: can't send email ( avasout ... blacklisted by policy )

jchristopha — Sun, 01 Jun 2025 11:05:17 GMT

Thank you Marsh: that has fixed it