topic Re: Outlook cannot connect to PlusNet email server in Email

Outlook cannot connect to PlusNet email server

redsox9 — Tue, 09 Sep 2025 08:32:30 GMT

I have been using Outlook for many years now. For the last two days I am prompted to enter my user name and password. When I do so the following message appears:
Task 'xxx@xxxx.plus.net - Receiving' reported error (0x800CCC92) : 'Your email server rejected your login. Verify your user name and password for this account in Account Settings. The server responded: -ERR Login failed.'
Only incoming mail is affected. Sending mail works okay. Webmail works okay too.
Any suggestions?

Re: Outlook cannot connect to PlusNet email server

Townman — Tue, 09 Sep 2025 09:26:59 GMT

It would be helpful to get a precise diagnostic on your issue. Email clients are not aways helpful in advising of the precise issue. Can you please run the email server connectivity diagnostic - see the link below.

Note *.plus.net has not yet migrated.

Re: Outlook cannot connect to PlusNet email server

redsox9 — Tue, 09 Sep 2025 11:19:17 GMT

I am on Windows 11. Terminal told me to download latest PowerShell version, which I did. On PowerShell how do I get to the diagnostic command box where I input the environment, email address and brand?

Re: Outlook cannot connect to PlusNet email server

Townman — Tue, 09 Sep 2025 11:21:33 GMT

Not sure I am following you.

You use the diagnostic forum page to specify your account / email, select the email brand, click OK and then the clipboard has the commands ... to paste into the terminal window. You will be prompted for your password.

Re: Outlook cannot connect to PlusNet email server

redsox9 — Tue, 09 Sep 2025 11:35:20 GMT

I followed your instructions in the email diagnostic note.

After right-clicking and getting the context menu I clicked on Terminal. On Terminal I got this prompt: Install the latest PowerShell for new features and improvements! https://aka.ms/PSWindows

PS C:\Users\Ernie>

How to proceed? I have already installed the latest version of PowerShell.

Re: Outlook cannot connect to PlusNet email server

Townman — Tue, 09 Sep 2025 11:43:27 GMT

Odd! This is what you should see...

I have NOT installed the 'improvements'.

You might just try a PASTE (ctrl/v).

Re: Outlook cannot connect to PlusNet email server

redsox9 — Tue, 09 Sep 2025 11:56:27 GMT

How do I bring up the command box to input the environment, my email address, etc? Can this be done from the C:/ prompt on Terminal?

Re: Outlook cannot connect to PlusNet email server

RealAleMadrid — Tue, 09 Sep 2025 12:11:49 GMT

@redsox9 As @Townman has already said "You use the diagnostic forum page to specify your account / email, select the email brand, click OK and then the clipboard has the commands ... to paste into the terminal window. You will be prompted for your password.

You don't use terminal to enter any details it is done directly on the diagnostic forum webpage.

Re: Outlook cannot connect to PlusNet email server

redsox9 — Tue, 09 Sep 2025 13:04:22 GMT

@RealAleMadrid @Townman

Ahh that did it. Here are the results:

Host imap.plus.net:993 was resolved.
* IPv6: (none)
* IPv4: 91.204.208.26
* Trying 91.204.208.26:993...
* schannel: disabled automatic use of client certificate
* Connected to imap.plus.net (91.204.208.26) port 993
< * OK IMAP4 ready
> A001 CAPABILITY
< * CAPABILITY IMAP4 IMAP4rev1 UIDPLUS AUTH=PLAIN
< A001 OK completed
> A002 AUTHENTICATE PLAIN
< +
> NO Login failed.
* closing connection #0
curl: (67) Login denied

What now?

Moderators Note: Personal information removed

Re: Outlook cannot connect to PlusNet email server

redsox9 — Tue, 09 Sep 2025 15:18:43 GMT

@RealAleMadrid @plusnettony

Judging from the diagnostic results what should I or Plusnet do now? Townman is busy for the rest of the day.

Re: Outlook cannot connect to PlusNet email server

RealAleMadrid — Tue, 09 Sep 2025 15:31:43 GMT

@redsox9 Sorry I can't offer any help, I have used the diagnostic test and it showed no problems for my Plusnet email. You may have to wait until the expert is available.

Re: Outlook cannot connect to PlusNet email server

markhawkin — Tue, 09 Sep 2025 16:04:09 GMT

@redsox9

It's not a general Plusnet email problem as far as I can tell.

I use "proper" outlook with a Plusnet email account and it's working.

imap.plus.net and port 993 is correct.

Note that although the server is "plus.net" the User name is "name@accountname.plus.com"

I think that's had me in the past.

Re: Outlook cannot connect to PlusNet email server

Townman — Tue, 09 Sep 2025 16:00:39 GMT

@redsox9

Now that you have changed the password, run the diagnostic again.

If it fails, try again, removing the 's' from imaps:// and pop3s://

Are you using the email address or account+mailbox? Is this the default mailbox or a secondary?

Re: Outlook cannot connect to PlusNet email server

redsox9 — Tue, 09 Sep 2025 17:12:05 GMT

Ran the diagnostic twice removing the 's' the second time but log in still failed.
I am using the email address which is the default mailbox.

@markhawkin Changed plus.net to plus.com but still no joy.

Re: Outlook cannot connect to PlusNet email server

redsox9 — Tue, 09 Sep 2025 19:01:20 GMT

@Townman

Curiously enough I can send emails and a secondary mailbox works fine both incoming and outgoing. Why can't my default mailbox connect to the incoming server?

Re: Outlook cannot connect to PlusNet email server

Townman — Tue, 09 Sep 2025 19:23:47 GMT

Can webmail connect to the default mailbox?

Reset email password

If you are not able to login to the email address using webmail, then it is likely that your email address has been identified as being compromised and has had its password changed. Where email address passwords have been changed to protect the integrity of the service, the Plusnet account password is left unchanged.

Which ISP are you with, Plusnet or one of the other / legacy vISPs?

Plusnet / Force9 / FreeOnline users can only change the password on the DEFAULT email address by changing the password on the user ACCOUNT through the user portal. You can change the password on a secondary mailbox using the Manage My Mail options in the user portal.

Brightview users (Madasafish / FreeNetName / GlobalNet / IC24 / ICScotland / Dialstart / Totalise) logging into webmail should use their full email address. Use the MAAF user portal to update the password on the default email address (change the account password) and use this MAAF guide to change the password on a secondary mailbox address. If you cannot recall the account password, you will need to contact support ... because the account password change process sends an email to the mailbox you cannot now access.

DO NOT USE THE SAME PASSWORD AGAIN for that would allow the continued exploitation of the account. The new password should be cryptic and not one used before.

Note that changing the account password will change the password used for logging on to the relevant user portal. If your email service is NOT a retained legacy service (one associated with a retired internet service account), then the password required by the router to connect to the internet will be changed too. If the router is a Hub Zero or a Hub One supplied by Plusnet it should update automatically. If not, you will need to log into the router, drop the connection, change the password yourself and reconnect.

On the assumption that the email address password has been compromised, I strongly recommend that wherever you have used that email address / password combination as access credentials to services such as Amazon, Netflix, eBay etc., that you also change the passwords on those service as well.

Re: Outlook cannot connect to PlusNet email server

redsox9 — Tue, 09 Sep 2025 22:15:27 GMT

@Townman

I am with PlusNet and not a legacy ISP. I have reset my email password and can log into the email address using webmail. I can send mail from my Outlook account (default) but not receive although I can see new messages on webmail.
A secondary mailbox works fine, receiving and sending mail without a hitch.
I had the same problem two weeks ago when some other forum members reported email problems but it sorted itself out in a couple of days.

Re: Outlook cannot connect to PlusNet email server

Townman — Wed, 10 Sep 2025 00:51:02 GMT

What email client (and version) are you using?

Re: Outlook cannot connect to PlusNet email server

redsox9 — Wed, 10 Sep 2025 07:51:45 GMT

@Townman

I'm using Outlook 2019 (part of MS Office suite). I just tried to manually repair the settings with the new password but it still won't connect with the PlusNet server to collect new messages. "We could not log on to the incoming (POP) server. Please check your email address and password and try again."
Sending email is ok. I used mail.plus.net for incoming and relay.plus.net for outgoing. I notice though that it changes the outgoing server to smtp.plus.net.

Re: Outlook cannot connect to PlusNet email server

Townman — Wed, 10 Sep 2025 09:07:43 GMT

Sounds as though Outlook could be changing the settings. SMTP will give rise to certificate issues.

There does though seem to be a fundamental connection issue.

@plusnettony any thoughts.