Cannot send any Plusnet emails

[#1]

As I suspected this

< 550 <me@me.plus.com> sender rejected (blacklisted by local policy)

is the problem.

Its going to need a Plusnet staff member to investigate and fix,

[#2]

OK, really appreciate your help in narrowing this down and confirming it is a system issue and not me.  How do I go about getting a Plusnet staff member to sort it out for me, and how do I shortcut repeating all this again with them?

[#3]

@cmon_mary 

How do I go about getting a Plusnet staff member to sort it out for me, 

Well firstly you could try calling support (not sure if they are open today though?) and explain that you are getting the 'blacklisted by local policy' error when trying to send mail. If they understand the problem , then they should raise a request to Netops to get your account reset. Failing that, its waiting for one of the Plusnet help team to pick up this thread and respond. I'll tag one of the staff @Peter_JW who've previously responded on here.

and how do I shortcut repeating all this again with them?

I'm not entirely sure what causes this problem with the account but i THINK it may be due to excessive authentication attempts with incorrect credentials.

[#4]

Hello @cmon_mary. 

Thanks so much for coming here. 

I have popped you over a private message so we can get this looked into. 

Speak soon, 

Katie

[#5]

Three weeks on and I still cannot send emails.

I appreciate all the efforts of the Superusers and of @Katie_B , and the fact that it has been the festive period, but am I the only one left with this issue?  No response from the Support team for a week after it was passed on.

[#6]

Morning @cmon_mary 

I have asked the support team for an update and once they come back to us we will be in touch. 

Leanne.

[#7]

---

@cmon_mary wrote:

Three weeks on and I still cannot send emails.

Should be sorted!

[#8]

Hooray!!  It is.  Thank you to all the Superusers on here, who are just heroes in my book.  Without them I would have been in complete despair - it took three weeks for the problem to be solved but without them trying different things and keeping me straight on what was/was not the problem I would have not known where to turn.  Thank you all!!

[#9]

This was sorted - but now it is not.  I do not know what was done to fix my account, or what had happened to make it not work before that must have kicked in again, but now I am now getting the same message as before on my iPhone (and iPad, but not my iMac as yet, thank goodness).  This is since this morning - Thursday through Monday all worked fine. 

Message says "Cannot Send Mail: The username or password for "xxx@relay.plus.net" is incorrect".

There have been no changes by me in any of the Settings, so I do not understand why it was fixed, but no longer is.  Any suggestions as to what I need to do?  Many thanks

[#10]

I would doubt that there is an issue with your user name / password, but some other issue which unhelpful email clients report as a password error.

Please run the server connection diagnostics - see the link below.

[#11]

Thanks for coming back.  Please note I can send from iMac but not from iPad or iPhone.  I have posted multiple responses here before (see above), but a timeline might help summarise them.

17 Dec - migration (successful, in as much as can see my account) to Greenby, but I can no longer send emails from any device (I have iPad, iPhone and iMac) unless I went into Webmail via a web browser

20 Dec - flagged it up here for first time

20 Dec to 31 Dec - various posts including with yourself that confirmed it was a system problem that needed fixing by Plusnet service staff.

In particular, MisterW confirmed other was a:

< 550 <me@me.plus.com> sender rejected (blacklisted by local policy)

error.

31 Dec - Katie_B referred to Plusnet Team

8 Jan - fix finally implemented and I could send emails from all devices.  I was not told what was fixed or why it had occurred in the first place, but whatever someone did worked.

13 Jan - no more ability to send emails on iPad or iPhone, but I can on my iMac.  No changes to any of my Settings in any device since 8 January.

Diagnostic Results when run on my iMac (which is working):

535 ...authentication rejected

I hope this helps.

[#12]

Hi @cmon_mary 

I'm sorry the error message has returned sending emails on the iPhone and iPad. 

I have asked the team to take a look at this for you and once I hear back I will let you know. 

Leanne.