topic Re: Not receiving emails in Email

Not receiving emails

Si1974 — Fri, 17 Apr 2026 07:39:58 GMT

I have a plusnet e-mail from an old account that I have used for many years and am now a Plusnet broadband customer again. I have not received any e-mails for several days. I have also tried the webmail. Trying to send an e-mail results in an SMTP error 535 authentication error. Do you know what the problem is.

Re: Not receiving emails

Leanne_T — Sat, 18 Apr 2026 11:15:22 GMT

Hi @Si1974

Thanks for coming to the community.

Did the email service stop working when your broadband was activated? Has you email account been transferred to Greenby?

Also, could you check all the settings are correct as shown in the How to set up Plusnet email page?

Thanks.

Leanne.

Re: Not receiving emails

Si1974 — Sat, 18 Apr 2026 12:22:52 GMT

No, the broadband was activated a while ago. I haven't received any emails from Greenby. I think the settings are ok as I haven't changed anything and have logged into my webmail and there is no new emails coming through.

Re: Not receiving emails

Leanne_T — Sat, 18 Apr 2026 14:11:31 GMT

Thanks @Si1974

Could you try and send an email to your email address to see if this sends?

If not and you get the same error code, could you try running a virus/malware scan on your device and updating your password, to see if this helps?

Let me know how you get on.

Leanne.

Re: Not receiving emails

Si1974 — Sat, 18 Apr 2026 14:28:35 GMT

I have just tried sending an email again. When I use my phone it looks like it has been sent and the email is in the sent folder but I have not received it. When I try sending an email using the webmail I get the following error message. SMTP Error (535) authentication failed.

Re: Not receiving emails

Leanne_T — Sat, 18 Apr 2026 14:51:46 GMT

Thanks for trying @Si1974

Could you try changing the password if you have not done so already, and log in with the new password? If the same happens, please send me a private message with the Plusnet email address and a screenshot of the settings.

I will see if our email support team can take a look at this for you

Thanks.

Leanne.

Re: Not receiving emails

stuck — Sat, 18 Apr 2026 17:56:43 GMT

@Leanne_T wrote:

Could you try changing the password if you have not done so already, and log in with the new password?

I'm curious, how will changing the password fix an authentication issue? Surely an authentication failure points to a wrong port and encryption combination?