Greenby cannot send email (since moving to BT?)

[#1]

Hi, asking for OAP family member, was on Plusnet and succesfully migrated to Greenby email (well, successful is a stretch, but it eventually worked reliably) - they've now moved to BT as forced to for digital voice landline, IMAP email on ipad and PC (outlook) both their 'plusnet' emails receive but fail to send, giving some sort of error about relay.plusnet xxxxxxxx user/password failed.

Is it likely the move to BT fibre caused this and what changes do I need to make? - it did work for a couple days after migrating to BT which is odd. I know for sure it sent and received as i was there testing it.

I'm trying to resolve remotely as I don't live close by but fully expect to have to go and change settings if that's required.

The sooner I get them off Greenby the better..... absolute shower those guys seem to be! 

[#2]

You should have griped at Plusnet, they at the root your email sending failure.

Change the SMTP ( out going ) email server from Plusnet hosted relay.plus.net to Greenby mail.enmail.co

See if that gets the email sending back into action.

[#3]

@orby 

Change the outgoing server from relay.plus.net to mail.enmail.co.

At present relay.plus.net still points directly to the PLusnet server (rather than the Greenby proxy as it is meant to) and so since your Plusnet account is now closed, your authentication creds wont work with it. As you've been migrated to Greenby your creds should work with the Greenby server directly

[#4]

Hi and thanks for that replies..... I'm rather sore at the whole Plusnet/Greenby migration mess last year, spent a lot of time with my aunt trying to get it to work reliably, which eventually it did until now. 

I hadn't considered that the outbound is tied to the Plusnet account which now presumably ceases to exist.

Do I also need to change the inbound settings? I assume they're still set for Plusnet's server and will that disappear at some point too?

Sorry.... I'm a bit out of touch as I don't use Plusnet or Greenby as moved to EE and own email a while back.

Thanks for your help   

[#5]

I read a lot of grumbles about not working, not using the email address as the username was at the root of many.

If the email a/c is working fine, you don't need to make any further changes.

For into Greenby server : mail.enmail.co does offer POP3 / IMAP & SMTP so it can be used as in & out bound server.

[#6]

@orby 

I hadn't considered that the outbound is tied to the Plusnet account which now presumably ceases to exist.

It shouldn't be, but for the moment it is!

Do I also need to change the inbound settings? I assume they're still set for Plusnet's server and will that disappear at some point too?

No, mail.plus.net & imap.plus.net will continue to work.

The whole concept behind the migration is that the existing server URLs would continue and they would redirect to a proxy which routed to the correct server depending on whether the account had migrated or not. This meant that it should be transparent to users and no changes needed to be made.

In reality this went as planned except that for technical reasons it proved not possible at the moment to redirect relay.plus.net to the proxy. At some point it will be redirected as planned.  

[#7]

Ok I've got imap outlook working on windows by changing SMTP outgoing server and using email as user name but cannot get her iPad to accept outbound change, it says the username or password for mail.enmail.co is incorrect

Any ideas on what settings for an ipad

[#8]

Any ideas on what settings for an ipad

Sorry, I don't do Apple stuff!

However I'm sure someone familiar with them will be along shortly...

[#9]

Nor me, not into apple stuff

[#10]

The password for mail.enmail.co is reset in the www.greenby.com portal.

It might be worth considering resetting the password for the mail account and
then as we do, use mail.enmail.co for both the POP3 / IMAP + SMTP servers with the password just set.

[#11]

@PhilipHeyes @MisterW - just wanted to say thanks to you both, your combined replies greatly assisted me!!

On the Outlook app (Win11 PC) the change from relay.plus.net to mail.enmail.co and (I think) changing the username to the full email rather than just the username front bit got that working.

Not so simple on ipad, same details as above were changed but it kept refusing to send, giving username or password error. I deleted the account, started again and eventually it worked...maybe too many failed attempts puts a temp blook which I think happens on some emails to prevent spamming or whatnot.

Anyway, all working (for now) so many thanks