Greenby emails not working - Receive YES - Send NO

[#1]

** Issue resolved for customer **

I do IT support and had the same issue regarding sending / receiving. The customer changed their password somewhere and things stopped working.

To be clear here, this customer (and presumably everyone now migrated to Greenby) has TWO different accounts:

* Plusnet / account management user

* EMAIL account

Both accounts can have different passwords.

The customer was using their Account password to login to their email, and I found that I could gain access to recieve their email (but not send) using their Email password.

Resolution:

* Incoming email set to EMAIL password, SSL on

* Outgoing email - and here's the ridiculous thing - using their PLUSNET ACCOUNT password, on PORT 465, SSL on

Yes, that's right, the outgoing password was working when I used their Plusnet account password rather than their Greenby email password. This worked on IOS (iphone/ipad) mail app, and also on Outlook 2010 (!)

Have a go and see if the above works for you.

[#2]

@computersupport 

"To be clear here, this customer (and presumably everyone now migrated to Greenby) has TWO different accounts:

* Plusnet / account management user

* EMAIL account

Both accounts can have different passwords."

By "EMAIL account" here do you mean their migrated Greenby user management account, via the Greenby.com portal and hence, I presume, subsequent log on to the Greenby webmail interface (I don't use device based client email)?

The current situation is that outgoing SMTP emails are going via relay.plus.net [212.159.8.107], presumably needing Plusnet credentials.

The 'official' incoming mail host is, according to Greenby, imap.plus.net  [91.204.208.26] which one might expect to also need Plusnet credentials, however it is in a Greenby domain. Some are now using mail.plusnet.enmail.co [91.204.208.26] or mail.enmail.co [91.204.208.195], which are all in Greenby domains.

I suspect some people may have been changing their passwords to solve 'issues' which may, in some cases, just be mistakes or misunderstandings and this - along with current situation of incoming and outgoing mail hosts being in two different domains - is behind these matters.

However, I could be talking nonsense!

[#3]

@pvmb 

It was a few days ago and I didn't note everything down, but I recall logging in to the Plusnet account management also allowed me to log into possibly a Greenby management page (yes her email has migrated) - and there was a list of email addresses somewhere, with just the one address listed (presumably you can have / pay for more than one email address under the same account). From there you may be able to change a password for an individual email address? Could there end up being *three* accounts - plusnet, greenby, greenby email?

I used imap.plus.net and relay.plus.net.

So I guess it's always possible that the outgoing will change again!

As it happens I'll be there again to do more work (including replacing the customer's computer, and connecting up to a newer email application) so I'm sure I can (and will need to) double-check the setup when I do that.

[#4]

So I guess it's always possible that the outgoing will change again!

The outgoing server (relay.plus.net) was always meant to go via the Greenby proxy and thus, for migrated accounts, route to the Greenby server and therefore use the credentials as they exist on the Greenby account.

For technical reasons, a temporary situation exists where relay.plus.net is still routed directly to the plusnet server and so will still use the Plusnet account creds. Initially, following migration, the credentials are the same at both Greenby and Plusnet, its only if the creds are subsequently changed at Greenby that the problem arises.

[#5]

Just FYI, @MisterW , when I got moved to Greenby, I changed nothing on my email client (I don't use webmail) and everything just carried on working as it had done previously.

[#6]

@jab1 and that's exactly how its designed to work!.

The only 'not as designed' situation at the moment is the temporary routing of relay.plus.net direct to the 'avasout' servers.

[#7]

@jab1

Indeed, as nothing should need to be changed.

Theres is an exception though. If the email migrated is associated with a plusnet broadband account and that broadband account is closed (EE migrations spring to mind) then outgoing email via plusnet relay stops working.

Would be great if check could be put in place prior to broadband account being closed that if email has been migrated to greenby dont remove account in access list on plusnet relay server. Or convert plusnet account to email only like those that left ages ago and got to keep their email address?

[#8]

Interesting, @njay , although I have not followed all the permutations of problems. I left PN May 2021, just before they decided to abandon 'mail-only' accounts for departing subscribers, so retained my account.

However, as one of my reasons for leaving was my suspicion (subsequently proved correct) was to downgrade the PN brand, I had it in my 'to do' list to move everything away from the BT group. For various reasons, the email aspect kept getting put on the back burner, only being reconsidered and actioned following my 'migration'. I have paid for a years retention at Greenby, but only to catch any stragglers I may have not advised of my move - come renewal time, the account will be closed.