Cannot send any Plusnet emails

[#1]

I'm really not sure what is going on.

I did post a message earlier but suspect I posted it to the wrong topic.

Since friday 3/10/2025 no emails can be sent.

I receive emails no problem.

The non sending emails are on both mail boxes I use, one for me and another for my mum.

I'm on a static IP and can't send an email when connected either from my PC running outlook or my phone using the Samsung mail app.

I cannot send emails when connected to the Vodafone network either, nor the works network when I'm there and connected to that.

My mum's Plusnet IP is dynamic and she can't send emails from her Gmail app.

Forgot to say: I can't send them either when logged in to the webmail page either.

All the server settings are the same in the various apps and haven't changed.

The only error i get is the following one from Outlook;

 I spoke to Plusnet support yesterday and they couln't really offer any help. They said that approximately 1% of active email users were experiencing this issue and it has been raised. But, in a nutshell,there isn't a resolution date as he said due to the Greenby migration resources on this issue were limited and for me not to expect a solution anytime soon.

Can anyone offer any help or even just some sort of explanation?

Much appreciated 

Darren

[#2]

You had posted in more or less the right place ... there are a few threads on this issue ... and now there is another!

You do not indicate which email brand is involved here - that is important.

There are hints here that you have had your email account compromised or your computing device(s) infected - you need to get engagement with the fix team for this - deep virus scan - password change and then ask for your domain to be unblocked.

@JordanTA - who from the new team is running with this issue please?  Can we please have a statement on how users in this situation can gain assistance to clean-up and get their accounts removed from the black lists.

[#3]

@Townman 

I'm using the use@user.plus.com email.

I did have the email compromised years back, along with a large number of other Plusnet users as I recall.

I started to receive loads of emails bounced back to me, ones I'd never sent. As I said, that was years back.

All seems fine my end these days, virus scans are clean and no unusual behaviour on any device.

Would really appreciated being able to send emails agin from this account, I've had it 20 years or so!!!!!!

[#4]

Hi @darrenbeddoes 

Thanks for coming to the community. 

I'm going to need some extra details, so have sent you a private message to help you get this sorted. 

Hope to hear back from you soon. 

Leanne.

[#5]

Hey @Townman 

Just to let you know, these are being looked into on a case by case basis and all details are being collated that the support team have requested to get the block investigated. The team are aware of this and looking for new reports to get the details needed.

Leanne.

[#6]

@Leanne_T 

Is there a specific route for dealing with those users whose email services have been abused by some party?  There are lots of users in this situation - it would help if there were a 'go to' point of contact for these cases.  Would you be content for such users to be requested to PM you direct?

EDIT: Posts crossed

EDIT 2: To assist the team we will use this topic as a marshalling space, directing all similar requests to here.  Hopefully that will make you job easier.

[#7]

Hi @Townman 

I have no problem with users sending me a message and when I'm off shift this can be picked up by any of the team so no one is missed. All of the team are familiar with the process and can take the same ownership for each customer. 

Leanne

[#8]

Hi Leanne

Can I add my address to this list please. Even if I just send an Email to myself the server immediately bounces the error message 'Server error: '451 4.3.2 Internal server error back to me. I am using a hosted address on the FreeOnline Email Service. User Name "stanshome".

I can still receive messages OK.

Stan with Thanks.

[#9]

@stanshome 

You need to set authentication on the outbound server settings in your email client.

[#10]

Many thanks Townman. It's all working now.

[#11]

Sorry to need help again but although I can send and receive Emails there are problems with some domains.

Cannot send to GMail at all. Messages do not bounce, but they are not received at the other end.

Messages sent to me from Gmail however are bounced back from Plusnet as 552 Spam Rejected.

Messages sent to Yahoo are bounced back with Server error: '451 4.3.2 Internal server error'.

Messages sent to and from Microsoft Outlook.com are all passed successfully as also are messages from AOL.

I am using my mobile for GMail tests and my Microsoft Account for Microsoft tests.

Can anyone help please.

(My Email Service is on FreeOnline)

[#12]

It is important to discern the difference between...

• Was not accepted for sending - these errors are raised by Plusnet's servers
  • 451 4.3.2 errors relate to the requirement to provide credentials on the outbound server (as advised above)
  • 550 blacklisted ny local policy - see below
• Was not accepted for delivery - these errors are returned by the receiving service in the form of a non-delivery-report (NDR)
  • Addressee not known
  • Mailbox full
  • Sender verification failures (SPF / DKIM / DMARC)
  • Message from a source (sender or service) suspected of sending lots of spam
  • Content suspected to be spam

These are all different and require different remedies ... they should not be lumped into one pot as being the same.

This thread offers solutions to the 451 4.3.2 issue.  See also...

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

[#13]

@Leanne_T 

Any progress on this?

It's been several weeks and still in the same situation......😐

[#14]

@Leanne_T 

Tried to edit previous post but didn't have the option.

Also raised a ticket , Question #251039955, over a week ago to have default email address inbox emptied, one that I have never used. This seems to be the one that has caused the issue. There's 16000+ emails in it and I can't remove them via the webmail due to server errors if I try to move/delete them in any meaningful number.

Still waiting for this to be actioned too, once done I can rename the empty default email account. The catchall option is off for all mailboxes.

The question/ticket system page doesn't allow me to add, reply or follow up to the opened ticket.