Greenby emails not working - Receive YES - Send NO

[#1]

Since migrating to Greenby I can no longer send emails - receiving is ok.

This has affected both my email client on my system using Windows 7 Pro and my mobile phone.

I was successfully using Outlook Express email client for many years with Plusnet - up until the migration.just before Christmas this year.

My mobile: Galaxy J3 (2017) was also working fine for sending and receiving - now receive ONLY.

Also, since migrating I have received about 500 Spam Emails!!! Why is Greenby so leaky in this repect?

Plusnet should take us all back and Charge us for their email service! That would solve all the problems since migrating.

[#2]

@Sam8 Exactly what are all the settings you are using for the outgoing SMTP servers? They should include server name, port number, security and authentication settings. It is possible they could be non-standard that worked with PN but not greenby.

Can you also try sending an email from webmail?

[#3]

Here's my complete setup for OE client and mobile phone with Plusnet - both worked before Christmas this year 2025 until Greenby migration - and both setups given to me when I joined Plusnet years ago. I have been back and forth with Greenby support for past five days to no avail. YES, sending and receiving in Greenby Webmail is ok.

OE - Receiving YES - Sending NO

GENERAL
mail.plus.net
Name: xxxxxxxx
Email Address: xxxxxxxxxxx.plus.com
TICKED: Include this account when receiving or synchronizing

SERVERS
My Incoming mail service is POP3
Incoming (POP3) mail.plus.net
Ougoing (SMTP) relay.plus.net
Account Name: xxxxxxxxxxxxx
Password: xxxxxxxxxxxxxxxxx
TICKED: Remember password
NOT TICKED: Log in using secure password authentication
Outgoing Mail Server:
TICKED: My server requires authentication
SETTINGS
TICKED: Use same settings as my incoming server (this is what Greenby told me to try (didn't work) - prior to this it was Login using username and password (did work when at Plusnet)

ADVANCED
Outgoing (SMTP) 25
NOT TICKED: This server requiresa secure connection (SSL)
iNCOMING (POP3) 110
NOT TICKED: same regarding (SSL)

MOBILE PHONE - Receiving YES - Sending NO

Email Address: xxxxxxxxxxxxxx.plus.com
Username: xxxxxxxxxxxxxxxxxxx
INCOMING SERVER
IMAP Server: imap.plus.net
Security Type: TLS
Port: 993
IMAP path prefix: Optional
OUTGOING SERVER
SMTP Server: relay.plus.net
Security Type: None
Port: 587
TICKED: Requires authentication to send emails
Username: xxxxxxxxxxxxxxxx
Password: xxxxxxxxxxxxxxx

The message received from just looking at the foregoing on the mobile without changing anything said: "Unable to connect to email server to verify your account information. No response from server"

Thank you for offering to help, Sam

[#4]

Forgot to say - with OE I am in an authentication loop, as when I try to send an email I get a diolog box which says: -

'Please enter your username and password'

I enter the correct information, but it just goes round and round in a loop asking the same questions - 10 times, 20 times, for ever!

[#5]

Tried again on my mobile and this time got a message: -

"The username or password is incorrect or POP3/IMAP access isn't turned on for this account, Check your email account settings on the web, then try again"

[#6]

@Sam8 the problem with most email clients is that they are not good at returning information as to the 'real' error, rather they just assume a username/password error.

Can you try the emil diagnostics , particularly the smtp test from here https://community.plus.net/t5/Email/Diagnosing-email-server-connectivity-issues-the-guide/m-p/200795...

That should report the real reason for the non-sending

[#7]

Incredible stuff MisterW, but I didn't understand a word of it.

I am a senior over 75 and everything worked PERFECTLY before the migration, really smooth for many years, then Plusnet dumped us for emails - why? I would have been happy to have paid for Plusnet email - how did it all work in Plusnet, but not in Greenby? What have Greenby done that is so different to Plusnet? Plusnet told me the migration would be seemless, but for so many it hasn't been seemless at all?

[#8]

@Sam8 Looking at your mobile settings for SMTP, I think that

Security Type: None
Port: 587

are wrong. Port 587 is correct, but is for encrypted emails, so Security should be set to StartTLS ... but it may appear as just TLS on your phone - different email programs use different terms, which makes it confusing! Try one phone, and see if that works.

The fact that webmail can send emails shows that there is nothing intrinsically wrong with your Greenby account - the problems are with your email programs.

Though your settings may have worked with Plusnet, they may not have been the latest recommended settings, and Greenby may be rejecting some of those superceded old non-standard settings.

[#9]

@Sam8 

Incredible stuff MisterW, but I didn't understand a word of it.

Ok lets try the simple version.

Assuming you're running Windows 11...

Open a Powershell window by right clicking on the Windows Start button to open the context menu and select 'Terminal

Then copy and paste the command below (replacing username with the one you are trying in your email client ) into the terminal window and press return

curl.exe -v smtp://relay.plus.net:587 -u username --ssl-reqd

It will prompt you for the password , it will then output a load of gobbledegook but at the end will give a error number and description for the error

@mavison 

Though your settings may have worked with Plusnet, they may not have been the latest recommended settings, and Greenby may be rejecting some of those superceded old non-standard settings.

there's also the possibility of the 'blacklisted by local policy' error which does seem prevalent 

[#10]

Though your settings may have worked with Plusnet, they may not have been the latest recommended settings, and Greenby may be rejecting some of those superceded old non-standard settings.

[#11]

@MisterW there's also the possibility of the 'blacklisted by local policy' error which does seem prevalent 

Wouldn't that also affect sending from webmail?

[#12]

Thanks mavison,

I changed mobile setting to TLS, which autmatically gave me the Port as 25.

Tried again and message: "cannot connect - server does not support authentication"

Then tried with authentication button decativated - but still no connection

[#13]

@mavison Not neccessarily, because webmail will be sending from a different IP address to @Sam8 s mail client

If @Sam8 can run the curl smtp diagnostic then it will tell us exactly what the problem really is

For example , the last few lines of a failed authentication would be something like

< 535 ...authentication rejected
* closing connection #0
curl: (67) Login denied

Whereas a blacklisted or IP related block would give a different description of the error

[#14]

MisterW - yhou are all so incredible with your help!

BUT, I am over 75 - using Windows 7 Pro - Outlook Express client (2006) - and all my old software for producing Football Match Programmes, which I am still doing and won a number of awards along the way too. My DTP is PagePlus X4 (2010) and incredible for all that I do for my club. This migration proiblem has flattended me. Sorry, but I do not understand what I should do as all your suggestions are going over my head. Oh, for the old days of yore with Plusnet. I honestly don't know what to do, but do really appreciate your help...

[#15]

@Sam8 

BUT, I am over 75 - using Windows 7 Pro

I'm not sure the over 75 is a problem BUT Windows 7 IS!.

the 'curl' program is not installed by default on Windows 7 ( which BTW has been end-of-life for nearly 6 years! )

There are other ways of getting the real smtp error code but I'm afraid they're even more complcated than the curl command

I'm afraid you'll have to wait for Plusnet/Greenby support to respond to your problem

[#16]

Thanks so much MisterW - Obviously I know you are right with all you say.

I think Greenby may be having trouble with this as I have been waiting a while now for their response. The only solution may come from Plusnet - what's that - a phone call to them?

Anyway, thanks so much for staying by me.

Sam