Cannot send totalise emails

[#1]

I’m using my iPhone. I cannot currently log into my webmail to try it that way because I can’t remember my password and there seems to be no option to change it on the log in page - can you help with this too?!!

[#2]

This is generic but points you in the right direction for doing this yourself.  Unless you’ve been migrated to Greenby.

Reset email password

If you are not able to login to the email address using webmail, then it is likely that your email address has been identified as being compromised and has had its password changed. Where email address passwords have been changed to protect the integrity of the service, the Plusnet account password is left unchanged.

Which ISP are you with, Plusnet or one of the other / legacy vISPs?

Plusnet / Force9 / FreeOnline users can only change the password on the DEFAULT email address by changing the password on the user ACCOUNT through the user portal. You can change the password on a secondary mailbox using the Manage My Mail options in the user portal.

Brightview users (Madasafish / FreeNetName / GlobalNet / IC24 / ICScotland / Dialstart / Totalise) logging into webmail should use their full email address. Use the MAAF user portal to update the password on the default email address (change the account password) and use this MAAF guide to change the password on a secondary mailbox address. If you cannot recall the account password, you will need to contact support ... because the account password change process sends an email to the mailbox you cannot now access.

DO NOT USE THE SAME PASSWORD AGAIN for that would allow the continued exploitation of the account. The new password should be cryptic and not one used before.

Note that changing the account password will change the password used for logging on to the relevant user portal. If your email service is NOT a retained legacy service (one associated with a retired internet service account), then the password required by the router to connect to the internet will be changed too. If the router is a Hub Zero or a Hub One supplied by Plusnet it should update automatically. If not, you will need to log into the router, drop the connection, change the password yourself and reconnect.

On the assumption that the email address password has been compromised, I strongly recommend that wherever you have used that email address / password combination as access credentials to services such as Amazon, Netflix, eBay etc., that you also change the passwords on those service as well.

[#3]

Thank you! The email address has not been compromised, I’ve simply forgotten the password but I have now started the process to change it as detailed in your message above and am waiting for Madasafish to send the reset password email, but it has not arrived, presumably due to this ongoing problem with sending and receiving emails from these addresses? Hence I can’t change my password until this is resolved. Thank you for your ongoing help with this!

[#4]

Emails from my wife's madasafish account to my totalise account are being rejected when we try to send.

She noted the error first yesterday when using Outlook client, but the error also occurs when using Plusnet webmail client.

I've read various messages on the Community hub, but not seen onen relating to Madasafish.

We are using a Win10 PC

This is the error message I'm seeing on the webmail client SMTP 550 ... "Failed to add recipient <<..>> recipient domain rejected (blacklisted by local policy)" 

Doesn't seem to be a problem sending to other email domains, and I'm not experiencing the problem when using my totalise account - I can send to madasafish, gmail, etc.

Thanks

Mike 

[#5]

Hi Mike,

Your detail sounds interesting, may I confirm for the avoidance of doubt...

• Sending from MAAF to totalise gives rise to an error
• Sending from MAAF to other places DOES NOT
• Your totalise to anywhere (including your wife ?) is OK

Your wife's experience would focus the issue to be related to the addressee, not the sending address / account / service.  If that is correct, then it might better inform the investigation.

Your totalise experience suggests that you are not encountering the same issues reported by other totalise users.

@plusnettony - does this help with the investigation?

[#6]

Yes, your summary is correct.

My wife was only having problems yesterday sending to my totalise account.  The error message was about my email address being rejected as a blackmailed domain.

I've not been having problems sending from my totalise account

[#7]

Hi, I am having similar issues to those listed above. I have a totalise email and cannot send to other totalise accounts (including cc'ing myself), however I can successfully send to any other non MAAF accounts. I get same blacklisted error as reported by other users above.

[#8]

@SpeedyFlyer 

Is that using the webmail client, a device based client or both?

[#9]

I am now getting “An internal error occurred. Please try again” when trying to send from Totalise webmail to a gmail account

[#10]

I've replicated this and reported the issue 

[#11]

Hi @Townman, yes both webmail and device based clients. I have also tested using both IMAP and POP3 with the same result and same blacklist error for totalise email recipients

[#12]

POP3 or IMAP will have no bearing on sending - both use the same SMTP service for sending.

[#13]

I tried to reply to this post yesterday but nothing happened - new user blues or no moderator so excuse me if its a repeat.

This issue is not fixed for totalise using outlook or mail. Indeed nor plusnet webmail.

I've tried using the different ports with and without SSL on relay.plus.net and other older settings.

Either you get a 550 response, or you get invalid email addresses as a response by the server or just hang-ups.

I'd be very grateful if this issue is not just replicated but remedied as soon as possible.

There may also be merit in warning customers of potential bugs on host or server upgrades or changes.

Please let us know when this is resolved and remove the fixed tag on the thread?

[#14]

I still have lots of problems. Hotmail now appears to work from webmail and from services such as Outlook. But lots of other recipient email addresses (and I cannot discern any common feature) still continue to generate those error messages.

[#15]

What error message - there’s been references to several.