topic Re: Problem sending free-online emails in Plusnet Feedback

Problem sending free-online emails

gray77 — Tue, 04 Nov 2025 10:03:03 GMT

Plusnet is my broadband provider and I have had a “free-online” email account for many years which has always worked perfectly using Thunderbird as the mail client with the incoming server set to “mail.free-online.net” and the outgoing smtp server set to “relay.free-online.net”.

Suddenly in mid October I found I could not send emails - getting the 4.3.2 internal server error message. Incoming emails were still being received as usual.

Not knowing what to do I changed (in Thunderbird) the outgoing server to

“relay.plus.net”.This solved the problem and emails were sent OK.

I have no idea why the server has been changed and I was never informed of this. Could it be anything to do with the migration to Greenby. My problems started around the same time as I received an email from Plusnet informing of the planned migration.

I noticed when looking through the forum that several users have had problems with sending emails recently -perhaps changing the server as I did might help.

An interesting by product of changing the outgoing server - even though the incoming remained the same - was that my inbox filled up with hundreds of old emails dating back 4 or 5 years - all of which I had deleted long ago.

Something very strange is going on with the Plusnet servers - any advice would be much appreciated.

Re: Problem sending free-online emails

Townman — Wed, 05 Nov 2025 07:59:11 GMT

There is nothing particularly strange going on.

The issue you describe is related to the questionable practice of not specifying authentication credentials on the outbound server. Your revision of the settings on your email client will have corrected that bad practice.

Re: Problem sending free-online emails

gray77 — Thu, 06 Nov 2025 15:13:09 GMT

Thank you for your reply Townman. My email problems have now increased although I have not changed any settings since my first post.

Now I can’t receive any emails either in Thunderbird or Plusnet Webmail but can still send. This receiving problem occurred very suddenly on the 5th November - all was OK up to the 4th.

My free-online email account has worked perfectly for the past 15 years but since mid October has been beset by problems.

I’m no expert in these matters but there must be some changes that have happened outside the environment of my computer and mail client. I can only assume this is with the Plusnet servers as nothing has been changed on my system.

If you or someone could advise me on what servers I need to use and the settings needed in Thunderbird for Connection security and Authentication I would be really grateful.

Thank You

Re: Problem sending free-online emails

Townman — Thu, 06 Nov 2025 17:03:18 GMT

Hmmm... what AV software are your running? AVG or Norton (ideally something else)?

Please can you run the server connection diagnostics (see the link below) and confirm the outcome ... and ...

Email brand (Free-online?)
Mailbox - default or secondary
Inbound email client type (IMAP or POP3)
Connection on or off the Plusnet network

I have various theories, but I need you to clearly define your environment.

There have been some pre-migration changes. Have you received a migration notice?

Re: Problem sending free-online emails

gray77 — Fri, 07 Nov 2025 11:34:59 GMT

Thank you for all your help with this problem. Much appreciated.

I did click on the email diagnostic link but it did not seem to work. I entered my details, platform, user ID etc and it just displayed a mass of general information but nothing specific about my set up?

Your other queries:

There is no AV software on my PC. The OS is Linux which is very secure and stable.

Email Brand: free-online

mailbox: default

Inbound client type: POP3

Server: mail.free-online.net Port 110

connection security: none Authentication method: password transmitted insecurely

Connection on or off the Plusnet network:

Not sure how to answer this -Plusnet is my broadband provider so when using Thunderbird - my usual method for emails- I assume this is not connected through the Plusnet network other than the servers - but honestly don’t know.

I occasionally use the Plusnet Webmail app which I assume is connected through the Plusnet network. Apart from entering my ID and password I don’t have any control over the settings for Webmail - so it’s interesting to note that this too is not receiving emails at present but always did.

Migration notice: I did receive an email on 22/10/25 informing of the planned migration which was due to start on 24th November. It stated that this was in respect of mygray@gray64.plus.com. email account and asked if I wanted to opt out of the migration.

This “plus.com” email was included in my Plusnet broadband and phone package and I never use it - I was not sure what to do but as my main email account is free-online, a Plusnet brand, I thought it better NOT to opt out. Interesting again that this was around the time all my email problems started.

As I can’t receive emails at the moment I don’t know if any further notification has been sent.

BTW I’m going away for a week’s holiday on Sunday so won’t be able to reply or send further info to you until I get back.

Re: Problem sending free-online emails

Townman — Fri, 07 Nov 2025 11:54:40 GMT

@gray77 wrote:

getting the 4.3.2 internal server error message. Incoming emails were still being received as usual.

Really very sorry ... when I first looked at this issue, I was using my phone and missed this near throw away comment.

This error is specific to SENDING email and the SMTP server configuration NOT specifying authentication details in the Thunderbird client. Set the SMTP server to use the same credentials as the inbound server.

POP3 really ought to be on port 995 with encryption set to TLS/SSL.

The issue sending with Webmail is likely to be different, I suspect this...

Sender Domain Rejected (black listed by local policy)

This issue can report as server error 550. It typically arises where a user's email address has been abused for the purposes of sending spam emails. It has nothing to do with server settings etc.

This requires intervention by staff to determine the cause of the problem and to issue advice to check your system for viruses and malware. Only after your system(s) have been affirmed to be clean can the black listing be lifted. As a precaution, you should change the password on the affected email address.

Add your details to this thread - Cannot Send Emails and send a PM to @Leanne_T

Re: Problem sending free-online emails

gray77 — Mon, 10 Nov 2025 22:33:44 GMT

As mentioned in my previous post sending is not a problem now - I managed to resolve this by changing the outgoing server to relay.plus.net.

The BIG problem now is I can’t receive emails either in Thunderbird or Webmail. This happened very suddenly,literally overnight, all was normal on 4th November but on 5th November to today’s date no email has been received, in Thunderbird or Webmail, although I know for a fact that several people have tried to send emails to me.

I have spent many hours checking the forum for advice and have tried every combination of settings for the server, including the ones you suggested and also tried changing the server to mail.plus.net but nothing has worked.

Also Thunderbird has a facility to search for settings for a given email address but could not find them.

It is interesting to note that Webmail is also not receiving mail as I have no control of the settings used there - and when Thunderbird tries to download new mail it does not display an error but reports “there are no new messages”.

It is as if new emails are going to some other server? Could this be due to the migration to Greenby?

If anyone has a fully working free-online email account perhaps they could let us know the setting to use.

Re: Problem sending free-online emails

Townman — Tue, 11 Nov 2025 17:19:41 GMT

@gray77

I sought to get (and test) the advice you require - instead I have escalated the issues.

Re: Problem sending free-online emails

gray77 — Wed, 12 Nov 2025 15:30:56 GMT

Thanks again for helping with this problem. Leanne has been in touch and is also looking into it.

BUT a new development today - now I can't login to Plusnet Webmail at all. Yesterday I logged in as normal but today the login fails......????

Re: Problem sending free-online emails

Leanne_T — Wed, 12 Nov 2025 15:34:49 GMT

Hi @gray77

Thanks for coming back to us.

I will ask the team to take a look if you're now unable to log in today.

Thanks for the details in the message as well.

Leanne.

Re: Problem sending free-online emails

plusnettony — Wed, 12 Nov 2025 15:41:30 GMT

Can you PM me the username and email address pls?

Re: Problem sending free-online emails

gray77 — Thu, 13 Nov 2025 11:48:46 GMT

Thanks for getting in touch

My email address is [Removed]

My user name for login to Webmail is [Removed]

Regards

Moderators Note: Personal information removed

Re: Problem sending free-online emails

Dan_the_Van — Thu, 13 Nov 2025 11:33:49 GMT

@gray77

This is a public forum, I suggest you edit your post (post options) and remove personal data. Click on @plusnettony name you should see the option to send private message below his name on the right of the screen.

Re: Problem sending free-online emails

pvmb — Thu, 13 Nov 2025 12:06:41 GMT

@gray77 wrote:
BUT a new development today - now I can't login to Plusnet Webmail at all. Yesterday I logged in as normal but today the login fails......????

Webmail has been very up and down over recent weeks. Likely caused by the ongoing work to transfer to Greenby?

Re: Problem sending free-online emails

plusnettony — Thu, 13 Nov 2025 13:18:44 GMT

Sorry If I'm a bit behind on this ...

You can't log onto webmail.plus.net as you could previously?

Are you able to log into either

https://webmail.enmail.co/

Greenby ?

Re: Problem sending free-online emails

gray77 — Thu, 13 Nov 2025 22:40:50 GMT

Thanks for letting me know. I’m very new to using the forum and had not realised.

I’ll make sure to use private messages for posting such information in future.

Re: Problem sending free-online emails

pvmb — Fri, 14 Nov 2025 10:42:14 GMT

@pvmb wrote:

@gray77 wrote:
BUT a new development today - now I can't login to Plusnet Webmail at all. Yesterday I logged in as normal but today the login fails......????

Webmail has been very up and down over recent weeks. Likely caused by the ongoing work to transfer to Greenby?

Yep!

"Please be aware that Webmail may be slower than usual while migrations are in progress."
"We have temporarily disabled the sort function, there is no need to contact us."

Re: Problem sending free-online emails

gray77 — Fri, 14 Nov 2025 22:58:53 GMT

Yes it is very slow and REALLY annoying!

If your having the same problems as me try the Roundcube app below - seems to work better

https://webmail.enmail.co/

Re: Problem sending free-online emails

gray77 — Tue, 18 Nov 2025 22:19:36 GMT

If anyone is having problems with their free-online email account this might help.

My emails using Thunderbird mail client had worked perfectly for over 10 years but suddenly in mid October I was unable to send emails.

I searched around on the forum and internet and eventually changed the outgoing server settings in Thunderbird from relay.free-online.net to relay.plus.net This solved the problem.

Then a few weeks later, very suddenly, literally overnight, I was unable to receive emails. All was normal on 4th November but on 5th November onwards no emails were received.

I then spent several days trying various settings in Thunderbird, including changing the incoming server to mail.plus.net but nothing worked.

Finally, more by luck than judgement, I went back to my original settings with mail.free-online.net as the server andjust changed the user name to my email address- and that did it!! Thunderbird then proceeded to down load 576 emails!!

I’m reluctant to call this a permanent fix because as these problems occurred so suddenly in the past few weeks I fear it may happen again - I’m convinced all these problems are due to the Greenby migration.

Very disappointed that Plusnet did not inform their customers they needed to change their email settings - surely someone must have known this would happen. “We’ll do you proud” the logo says - but not in this case!

BTW Plusnet Webmail is very unstable and erratic at present.The Roundcube Webmail is much better

https://webmail.enmail.co/

Just login with your email address and usual password.

Re: Problem sending free-online emails

plusnettony — Wed, 19 Nov 2025 09:45:50 GMT

It's concerning that you needed to change your settings, as the idea was that you didn't need to. I will keep an eye out for this though for other users.