topic Re: incoming (receiving) email stopped in Email

incoming (receiving) email stopped

l0st_ma1l — Tue, 14 Apr 2026 16:58:40 GMT

I wonder if someone from Plusnet can help please.

Asking on behalf of an anxious elderly lady, whose critical incoming emails have stopped. Emails are for medical appointments.

Nothing has changed on her Windows email client and can SEND emails on this particular email address, but NOT receive, as of last Tuesday or Wednesday, 7th or 8th April.

She is a Plusnet broadband user and has been for very many years.

On one of the renewals, Plusnet CS made a mistake and created a new account, with new email etc.

But because the original account address was so embedded in her life, she wanted to retain access.

Plusnet managed to do that and tie it, somehow, to the new account, which can be seen in the Plusnet account page. So, she has two email addresses.

The Greenby migration happened 26th Feb and emails were received on BOTH email accounts until the 'older' one stopped working last week.

We can only log in to Greenby with the 'newer' account details and can access webmail for the 'newer' email as well.

However, there is no access to the 'older' email account and whilst the Windows email client can happily send emails, it cannot receive any.

Greenby's AI tool is, charitably speaking, useless in this situation.

I don't quite know which way to go, short of having to abandon Greenby and contact numerous NHS departments, pharmacies, transport companies, etc, the list just goes on.

Grateful for a quick resolution.

Re: incoming (receiving) email stopped

MisterW — Tue, 14 Apr 2026 17:47:49 GMT

@Katie_B could someone look into this please for this vulnerable customer

My suspicion is that of the two accounts, the newer one may have been given the two year free, whereas the older account may have been set as chargeable after 30 days

Re: incoming (receiving) email stopped

l0st_ma1l — Tue, 14 Apr 2026 19:09:19 GMT

Just to reiterate, the current Plusnet broadband account has the standard a/c email address (newer email) and also an 'older' email address linked to it, shown on the main account page.

There is only one Plusnet account (newer) and we've had no access to the older account.

Before migration, this older email address was also accessible via Plusnet's webmail page, as well as via our email client.

Where do I go from here?

Re: incoming (receiving) email stopped

Peter_JW — Wed, 15 Apr 2026 08:06:43 GMT

Welcome to the Community, @l0st_ma1l.

We're keen to take a closer look into this one, so I've just sent you over a private message so we can take some more details.

Speak soon,

Peter

Re: incoming (receiving) email stopped

MisterW — Wed, 15 Apr 2026 08:28:10 GMT

@l0st_ma1l

There is only one Plusnet account (newer) and we've had no access to the older account.

If the email addresses have different account names as in <mailbox>@<accountname>.plus.com then they are different accounts. You may not have needed to access the old account to change anything but it exists.

Just to reiterate, the current Plusnet broadband account has the standard a/c email address (newer email) and also an 'older' email address linked to it, shown on the main account page.

Are you referring to the 'contact' email address on the new account ? that doesnt 'link' the email to the new account , its merely where notification emails get sent and can be any email address. My guess would be that when the new account was created , the contact email address was set to the old email address since that was the one that was being used routinely to access email and so any account notifications would be seen.

Re: incoming (receiving) email stopped

l0st_ma1l — Wed, 15 Apr 2026 09:21:07 GMT

Thanks for reply. I think you're mostly correct.

Since the new Account came into being, PN notifications went to the newer email address.

The lady's email client accesses both, so as not to miss anything.

Since migration, the account notifications goto both.

Re: incoming (receiving) email stopped

MisterW — Wed, 15 Apr 2026 11:29:54 GMT

@l0st_ma1l it needs a staff member to look into this , have you replied to Peters PM ?

Re: incoming (receiving) email stopped

l0st_ma1l — Wed, 15 Apr 2026 14:08:27 GMT

I have, thank you for your help.

Re: incoming (receiving) email stopped

l0st_ma1l — Thu, 16 Apr 2026 11:32:58 GMT

I appreciate people are busy, but could someone please give me an update on what's happening?

Peter_JW?

We cannot access any emails today, at all. A little frustrated, especially for the lady concerned.

Nic

Re: incoming (receiving) email stopped

l0st_ma1l — Fri, 17 Apr 2026 12:46:37 GMT

Hi, we still need HELP, thanks.

@Peter_JW responded late last night, Thursday and Greenby, this morning Friday 7th.

We can now access the emails via Greenby webmail, slow but it works, a plus after TEN days!

However, the email client doesnt connect, wont login whatever we try.

Currently we are using mail.plus.net port:995 and relay.plus.net port:465 on both. SSL and authentication.

The "newer" email address tied to the plusnet bb account uses a username of PN<username>, but the username for the older email address (orphaned) can only be the email address in full, as per webmail.

The plusnet bb account for this older email no longer exists.

Can anyone help get this finally resolved quickly, as the lady in question at 80 is struggling?

Many thanks.

Re: incoming (receiving) email stopped

MisterW — Fri, 17 Apr 2026 13:07:59 GMT

@l0st_ma1l

Currently we are using mail.plus.net port:995 and relay.plus.net port:465 on both. SSL and authentication.

mail.plus.net port:995 is correct for a POP3 connection, mail.plus.net port:993 is correct for IMAP

Strictly speaking it should be relay.plus.net port:587 with STARTTLS encryption although port 465 and SSL should work.

Try using the newer account credentials for the outgoing (SMTP) server.

Re: incoming (receiving) email stopped

Peter_JW — Fri, 17 Apr 2026 13:15:02 GMT

Thanks for the update here, @l0st_ma1l

Is it just the new account that's working, albeit slowly, with Greenby?

Or are both working for you now?

Peter

Re: incoming (receiving) email stopped

l0st_ma1l — Fri, 17 Apr 2026 13:47:23 GMT

Thanks for the reply.

No just think Greenby server slow on Webmail.

Our problem, now is, the email client, Outlook keeps returning error messages.

Receiving' reported error (0x800CCC1A) : 'Your server does not support the connection encryption type you have specified. Try changing the encryption method. Contact your mail server administrator or Internet service provider (ISP) for additional assistance.

I tried the suggestions made by @MisterW but made no difference.

Baffled,as Greenby should be using the same settings, which haven't changed.

Any ideas?

Re: incoming (receiving) email stopped

MisterW — Fri, 17 Apr 2026 13:54:27 GMT

Baffled,as Greenby should be using the same settings, which haven't changed.

It's even more baffling as relay.plus.net still (for the time being) routes directly to the Plusnet servers !

I dont use it myself but I understand that Outlook has a habit of believing 'it knows best' and adjusting settings!

Re: incoming (receiving) email stopped

l0st_ma1l — Fri, 17 Apr 2026 14:18:06 GMT

@MisterW , @Peter_JW

Even more baffling, after speed reading posts in the forum, I noticed somewhere that said use port 110/25, obviously no encryption.

Mail downloads, but I would prefer NOT to be sending stuff in PLAIN TEXT over the "wild west" of the internet!

Noticed a Greenby email (2hours old!) just now in Junk folder (that I couldn't access), suggest I use mail.enmail.co on the SMTP side.

I'll give it a try

Re: incoming (receiving) email stopped

MisterW — Fri, 17 Apr 2026 14:28:06 GMT

@l0st_ma1l

Before you give up on the encrypted connection, make sure that Outlook isnt trying to use SPA .

suggest I use mail.enmail.co on the SMTP side.

Yes, you can try that but it currently doesnt implement DKIM so your email has more chance of being rejected.

NB the other thing to be aware of is the Greenby spam filter is a tad agressive by default (you can adjust in the Greenby portal). Anything detected as spam will be moved to the SPAM folder. Since you're using POP3 on the client you wont see anything in the SPAM folder.

Re: incoming (receiving) email stopped

l0st_ma1l — Fri, 17 Apr 2026 14:42:23 GMT

@MisterW , thank you, but SPA is not in use and I still got the same error message with Greenby suggestion.

I need fresh air, so will go for a walk while I can.

If someone from Plusnet or Greenby can come up with any ideas in the meantime, I'd be grateful.

If I was familiar with your CURL diagnostic page use, maybe that would help?

Shame there aren't scripts or utility tools that can report the problem, Microsoft is not known for reporting in "end user terms"!

Re: incoming (receiving) email stopped

MisterW — Fri, 17 Apr 2026 14:55:52 GMT

If I was familiar with your CURL diagnostic page use, maybe that would help?

You dont need to be familiar with curl itself to use the diagnostics. You use a browser (not Firefox) to select the email provider and input the username. It then copies a set of curl commands to the clipboard. You can then paste thses commands into Powershell to do the tests. See https://community.plus.net/t5/Email/Diagnosing-email-server-connectivity-issues-the-guide/m-p/2007952#M49701

Re: incoming (receiving) email stopped

LoneBee — Fri, 01 May 2026 11:57:23 GMT

I am also having problem with my plusnet account not receiving since yesterday afternoon; mail sent to that account gets a bounceback below.

Address not found

Your message wasn't delivered to xxxx@xxxxx.plus.com because the address couldn't be found, or is unable to receive mail.

Is there a problem and when will it be fixed.

Re: incoming (receiving) email stopped

LoneBee — Fri, 01 May 2026 12:26:50 GMT

My plus.net accounts have stopped receiving emails since yesterday afternoon. I am, however, able to send emails.

I have tried logging into my accounts via Greenby but my password is not being accepted, when I try the reset option it sends the access code to the email address which is not receiving so I can't use it.

At a complete loss as to what to do.

Help please