topic Re: Unable to access email on phone or through webmail in Email

Unable to access email on phone or through webmail

Boris27 — Tue, 12 May 2026 15:43:36 GMT

Ive not received any mail on the plusnet email account on my phone for around three weeks - so I thought I better check my webmail. When I try to log onto my webmail I just get this ERROR message

"Connection dropped by IMAP server.
Query: LOGOUT"

I can log into Plusnet main site OK so following an online suggestion I reset my password which was confirmed - However when I try to log into webmail I still get the same message.

My phone was showing error when trying to connect to my plusnet email account so I have deleted the plusnet mail account from my phone to see if that freed up my webmail but still the same message.

Just in case I had been migrated without my knowing I tried logging onto Greenby with my plusnet details (both the new and old passwords) but not recognised there.

Tried to reinstall plusnet email on my phone and it says user or password not reccognised (I tried both old and new passwords)

So Im stuck with no access to any emails and dont know what else to do - If I cant log onto webmail I cant even free up space if theres a log jam in there.

Re: Unable to access email on phone or through webmail

PhilipHeyes — Tue, 12 May 2026 16:53:59 GMT

Try www.greenby.com using the same credentials
as are used for the Plusnet Members Centre https://www.plus.net/manage_my_mail/

Re: Unable to access email on phone or through webmail

Boris27 — Wed, 13 May 2026 08:55:30 GMT

Thanks for the reply - I can log onto the manage my mail link you sent but the only thing I can see there to change is possibly select smtp mail delivery - should I try this ? Although I’m not sure of my ip address.

Re: Unable to access email on phone or through webmail

Boris27 — Thu, 14 May 2026 13:59:32 GMT

So here I am - cant log onto my webmail - not migrated and I cant do anything that would let me see my mail on the "manage my mail" page.

Any suggestions of how I might get to see the mail that may have been sent to my plusnet email account over the last three weeks ? Or do I just give up and hope nothing important is in there ?

Ive started changing all my contacts linked to my plusnet email to a gmail account now but it takes time as theres a lot !

Re: Unable to access email on phone or through webmail

MisterW — Thu, 14 May 2026 14:07:35 GMT

@Boris27 do you have access to a Windows, Linux or MacOS machine that would be able to run the email diagnostics here https://community.plus.net/t5/Email/Diagnosing-email-server-connectivity-issues-the-guide/m-p/2007952#M49701

Re: Unable to access email on phone or through webmail

Boris27 — Thu, 14 May 2026 15:25:37 GMT

OK thanks - Im pretty computer savvy and can get to terminal on my mac but Ill have to reread the link to work out exactly what I need to type into terminal as it confused me a bit -

Re: Unable to access email on phone or through webmail

Boris27 — Fri, 15 May 2026 15:45:40 GMT

Ok so Ive run the diagnostic tool that you kindly sent the link for. It seems to connect to the server but comes back with access denied. This would normally indicate a user name or password problem but Im sure of the user name and the user name and password combination sign me into the Plusnet general site fine. Ive also tried with previous passwords for my account and still no luck - it looks to me that somehow my webmail password has changed - could this indicate the account has been compromised ? This is what returned (I've removed my password)

* Host mail.callnetuk.com:143 was resolved.
* IPv6: (none)
* IPv4: 212.159.8.230, 212.159.9.230
* Trying 212.159.8.230:143...
* Connected to mail.callnetuk.com (212.159.8.230) port 143
< * OK [CAPABILITY IMAP4rev1 UIDPLUS CHILDREN NAMESPACE THREAD=ORDEREDSUBJECT THREAD=REFERENCES SORT QUOTA IDLE ACL ACL2=UNION] Courier-IMAP ready. Copyright 1998-2011 Double Precision, Inc. See COPYING for distribution information.
> A001 CAPABILITY
< * CAPABILITY IMAP4rev1 UIDPLUS CHILDREN NAMESPACE THREAD=ORDEREDSUBJECT THREAD=REFERENCES SORT QUOTA IDLE ACL ACL2=UNION
< A001 OK CAPABILITY completed
> A002 LOGIN yates27 **********
< A002 NO Login failed.
* Access denied.
* Closing connection
curl: (67) Access denied.

Re: Unable to access email on phone or through webmail

Boris27 — Sat, 16 May 2026 11:54:09 GMT

So Ive found the problem with the Curl diagnostic. I was only inputing my user name - when I input my whole email address HEY PRESTO I manage to get a list of folders 😀 Now what can I do with this information? My email and password seem to be working in the diagnostic but I still cant log into webmail with this user name and password.

* Connected to mail.callnetuk.com (212.159.8.230) port 143
< * OK [CAPABILITY IMAP4rev1 UIDPLUS CHILDREN NAMESPACE THREAD=ORDEREDSUBJECT THREAD=REFERENCES SORT QUOTA IDLE ACL ACL2=UNION] Courier-IMAP ready. Copyright 1998-2011 Double Precision, Inc. See COPYING for distribution information.
> A001 CAPABILITY
< * CAPABILITY IMAP4rev1 UIDPLUS CHILDREN NAMESPACE THREAD=ORDEREDSUBJECT THREAD=REFERENCES SORT QUOTA IDLE ACL ACL2=UNION
< A001 OK CAPABILITY completed
> A002 LOGIN tony@<deleted>.plus.com *********
< A002 OK LOGIN Ok.
> A003 LIST "" *
< * LIST (\HasNoChildren) "." "Archive"
* LIST (\HasNoChildren) "." "Archive"
< * LIST (\HasNoChildren) "." "Junk"
* LIST (\HasNoChildren) "." "Junk"
< * LIST (\HasNoChildren) "." "Notes"
* LIST (\HasNoChildren) "." "Notes"
< * LIST (\HasNoChildren) "." "Deleted Messages"
* LIST (\HasNoChildren) "." "Deleted Messages"
< * LIST (\HasNoChildren) "." "Sent Messages"
* LIST (\HasNoChildren) "." "Sent Messages"
< * LIST (\HasNoChildren) "." "Trash"
* LIST (\HasNoChildren) "." "Trash"
< * LIST (\HasNoChildren) "." "Spam"
* LIST (\HasNoChildren) "." "Spam"
< * LIST (\HasNoChildren) "." "Drafts"
* LIST (\HasNoChildren) "." "Drafts"
< * LIST (\Unmarked \HasNoChildren) "." "INBOX"
* LIST (\Unmarked \HasNoChildren) "." "INBOX"
< A003 OK LIST completed
* Connection #0 to host mail.callnetuk.com left intact
TonysMao15Green:~ <deleted>-MBP15-Blue$

Moderator's note:
Personal information removed (to an area staff can see) as per Forum rules.

Re: Unable to access email on phone or through webmail

MisterW — Fri, 15 May 2026 16:05:21 GMT

@Boris27

This would normally indicate a user name or password problem but Im sure of the user name and the user name and password combination sign me into the Plusnet general site fine.

From your test it seems that your email is a callnetuk one, is that correct ?

I'm not entirely sure about callnetuk as its a not very common legacy brand. Can you try the diagnostics using the full email address as the username.

Also the password for the email account MAY not be the same as the one for your Plusnet account. However, how you change the callnetuk one , I've no idea.

edit: seems our posts crossed and you've made some progress.

If its a plusnet mail , then you should be selecting Plusnet in the diagnostics and it should then connect to imap.plus.net & relay.plus.net

Re: Unable to access email on phone or through webmail

Boris27 — Fri, 15 May 2026 16:06:03 GMT

My email is a plusnet one.

Re: Unable to access email on phone or through webmail

MisterW — Fri, 15 May 2026 16:19:11 GMT

Then you should be selecting Plusnet in the diagnostics and it should then connect to imap.plus.net for incoming & relay.plus.net for the outgoing tests.

Re: Unable to access email on phone or through webmail

Boris27 — Fri, 15 May 2026 17:20:37 GMT

Really sorry MisterW - Im very grateful for your help please bare with me - Im obviously not doing something right on the diagnostic tool - whatever I do I keep getting callnet in the curl command - when I type in my email and select plusnet as my provider the resultant curl command should be available as a paste from clipboard is that correct ?

In the directions when it says "For your convenience after selecting the email brand, the relevant cURL commands will be copied to your clipboard, AFTER acknowleding the prompt." Im not sure what is meant by acknowledging the prompt as I dont see any prompt.

Also email format instructions are; you@youraccount.branddomain.tld so my email address is me@myaccount.plus.com do I replace plus.com with plus.tld

Why is my email address and password seemingly allowing login to callnet and getting a folder list ?

Re: Unable to access email on phone or through webmail

MisterW — Fri, 15 May 2026 18:34:16 GMT

@Boris27

Some browsers dont work quite as well as others

I've generated the commands you need

curl -v imaps://imap.plus.net -u username
curl -v smtp://relay.plus.net:587 -u username --ssl-reqd

Replace username with your actual email address e.g mailbox@accountname.plus.com

Why is my email address and password seemingly allowing login to callnet and getting a folder list ?

I suspect that both callnet & plusnet use the same incoming server, the outgoing ones are different and that really the one we need to test i.e the command using relay.plus.net

Re: Unable to access email on phone or through webmail

Boris27 — Sat, 16 May 2026 11:51:08 GMT

Thanks MiisterW - that worked and gave this result for incoming server which once again looks like my password has not been reccognised. I tried with every old password I have used over the years as well.

TonysMao15Green:~ tonyyates-MBP15-Blue$ curl -v imaps://imap.plus.net -u tony@<deleted>.plus.com
Enter host password for user 'tony@<deleted>.plus.com':
* Host imap.plus.net:993 was resolved.
* IPv6: (none)
* IPv4: 91.204.208.26
* Trying 91.204.208.26:993...
* Connected to imap.plus.net (91.204.208.26) port 993
* (304) (OUT), TLS handshake, Client hello (1):
* CAfile: /etc/ssl/cert.pem
* CApath: none
* (304) (IN), TLS handshake, Server hello (2):
* (304) (IN), TLS handshake, Unknown (8):
* (304) (IN), TLS handshake, Certificate (11):
* (304) (IN), TLS handshake, CERT verify (15):
* (304) (IN), TLS handshake, Finished (20):
* (304) (OUT), TLS handshake, Finished (20):
* SSL connection using TLSv1.3 / AEAD-AES256-GCM-SHA384 / [blank] / UNDEF
* Server certificate:
* subject: jurisdictionCountryName=GB; businessCategory=Private Organization; serialNumber=03279013; C=GB; L=Sheffield; O=Plusnet plc; CN=mail.plus.net
* start date: Aug 15 00:00:00 2025 GMT
* expire date: Aug 14 23:59:59 2026 GMT
* subjectAltName: host "imap.plus.net" matched cert's "imap.plus.net"
* issuer: C=US; O=DigiCert Inc; CN=GeoTrust EV RSA CA G2
* SSL certificate verify ok.
< * OK IMAP4 ready
> A001 CAPABILITY
< * CAPABILITY IMAP4 IMAP4rev1 UIDPLUS AUTH=PLAIN
< A001 OK completed
> A002 AUTHENTICATE PLAIN
< +
> <deleted>
< A002 NO [AUTHENTICATIONFAILED] Authentication failed.
* Closing connection
curl: (67) Login denied

Moderator's note:
Personal information removed (to an area staff can see) as per Forum rules.

Re: Unable to access email on phone or through webmail

MisterW — Sat, 16 May 2026 10:43:57 GMT

Firstly, edit your post to remove your full email address, its a public forum

and redact the lines after the A002 authenticate plain

I'll add another reply shortly...

Re: Unable to access email on phone or through webmail

MisterW — Sat, 16 May 2026 11:28:29 GMT

@Boris27 this has all the signs of either a true authentication issue OR a migrated account

We need to establish some basic facts :-

1) Can you confirm that you can login to the plusnet portal (www.plus.net/login) with the accountname & password that you believe is the correct one ?

If you can login, then when going to the 'manage my mail' link , do you see the mailboxes listed ?

2) Can you login to the Greenby portal ( www.greenby.com ) with the same credentials OR (as you said earlier you've changed the password ) with the previous password ?

3) Can you run the 2nd command in the diagnostics i.e curl -v smtp://relay.plus.net:587 -u username --ssl-reqd

replacing username as before ( when posting the results make sure you redact the full email address and the encrypted authentication password )

Re: Unable to access email on phone or through webmail

Boris27 — Sat, 16 May 2026 15:06:53 GMT

Hi MisterW

1 Yes I can log into Plusnet portal and can get to manage my mail. My email address is listed in mailbox.

2 No I cant log into Greenby with any of the passwords I have used in the past or the most recent one.

3 Will try that now

Re: Unable to access email on phone or through webmail

Boris27 — Sun, 17 May 2026 14:41:00 GMT

TonysMao15Green:~ ******-MBP15-Blue$ curl -v smtp://relay.plus.net:587 -u *********.plus.com--ssl-reqd
Enter host password for user '********.plus.com--ssl-reqd':
* Host relay.plus.net:587 was resolved.
* IPv6: (none)
* IPv4: 212.159.9.107, 212.159.8.107
* Trying 212.159.9.107:587...
* Connected to relay.plus.net (212.159.9.107) port 587
< 220 avasout-ptp-003 smtp relay.plus.net
> EHLO TonysMao15Green
< 250-avasout-ptp-003 hello [81.154.90.139], pleased to meet you
< 250-HELP
< 250-AUTH LOGIN PLAIN
< 250-SIZE 104857600
< 250-PIPELINING
< 250-8BITMIME
< 250-STARTTLS
< 250 OK
> AUTH PLAIN
< <removed>
< 535 ...authentication rejected
* Closing connection
curl: (67) Login denied

Moderator's note:
Personal information removed from a public forum (to an area that staff can see).

Re: Unable to access email on phone or through webmail

MisterW — Sat, 16 May 2026 15:27:05 GMT

@Boris27

sorry but can you try that again please, you've got a space missing before the --ssl-reqd , so its taking the whole string including the --ssl-reqd as the username.

In addition can you also repeat the command but using the same username (i.e just the accountname) & password that works to login to the Plusnet portal

Re: Unable to access email on phone or through webmail

Boris27 — Sun, 17 May 2026 15:01:43 GMT

Sorry about that - this is the result I get when entering with the correct space and with just the user name - (redacted).

TonysMao15Green:~ tonyyates-MBP15-Blue$ curl -v smtp://relay.plus.net:587 -u ******* --ssl-reqd
Enter host password for user '******':
* Host relay.plus.net:587 was resolved.
* IPv6: (none)
* IPv4: 212.159.9.107, 212.159.8.107
* Trying 212.159.9.107:587...
* Connected to relay.plus.net (212.159.9.107) port 587
< 220 avasout-ptp-002 smtp relay.plus.net
> EHLO TonysMao15Green
< 250-avasout-ptp-002 hello [81.154.90.139], pleased to meet you
< 250-HELP
< 250-AUTH LOGIN PLAIN
< 250-SIZE 104857600
< 250-PIPELINING
< 250-8BITMIME
< 250-STARTTLS
< 250 OK
> STARTTLS
< 220 Ready to start TLS
* (304) (OUT), TLS handshake, Client hello (1):
* CAfile: /etc/ssl/cert.pem
* CApath: none
* (304) (IN), TLS handshake, Server hello (2):
* TLSv1.2 (IN), TLS handshake, Certificate (11):
* TLSv1.2 (IN), TLS handshake, Server key exchange (12):
* TLSv1.2 (IN), TLS handshake, Server finished (14):
* TLSv1.2 (OUT), TLS handshake, Client key exchange (16):
* TLSv1.2 (OUT), TLS change cipher, Change cipher spec (1):
* TLSv1.2 (OUT), TLS handshake, Finished (20):
* TLSv1.2 (IN), TLS change cipher, Change cipher spec (1):
* TLSv1.2 (IN), TLS handshake, Finished (20):
* SSL connection using TLSv1.2 / ECDHE-RSA-AES256-GCM-SHA384 / [blank] / UNDEF
* Server certificate:
* subject: jurisdictionCountryName=GB; businessCategory=Private Organization; serialNumber=03279013; C=GB; L=Sheffield; O=Plusnet plc; CN=relay.plus.net
* start date: Aug 15 00:00:00 2025 GMT
* expire date: Aug 14 23:59:59 2026 GMT
* subjectAltName: host "relay.plus.net" matched cert's "relay.plus.net"
* issuer: C=US; O=DigiCert Inc; CN=GeoTrust EV RSA CA G2
* SSL certificate verify ok.
> EHLO TonysMao15Green
< 250-avasout-ptp-002 hello [81.154.90.139], pleased to meet you
< 250-HELP
< 250-AUTH LOGIN PLAIN
< 250-SIZE 104857600
< 250-PIPELINING
< 250-8BITMIME
< 250 OK
> AUTH PLAIN
< 334
> AHlhdGVzMjcAQmF0aHRpbWUyNyE=
< 235 ... authentication succeeded
> HELP
< 214-This is smtp ESMTP service help
214-This is smtp ESMTP service help
< 214-To contact postmaster send email to postmaster@plus.com.
214-To contact postmaster send email to postmaster@plus.com.
< 214-For local information send email to Postmaster at your site.
214-For local information send email to Postmaster at your site.
< 214 end of HELP info
214 end of HELP info
* Connection #0 to host relay.plus.net left intact