cancel
Showing results for 
Search instead for 
Did you mean: 

Is anyone else having trouble receiving Gmail

Liz42
Dabbler
Posts: 13
Registered: 15-10-2013

Is anyone else having trouble receiving Gmail

I use Windows Live Mail set up with my PlusNet account. 
Over the last few days I have had trouble receiving emails from my family who have Gmail accounts.  They either do not arrive at all or come in days or hours late.  Have phoned PlusNet technical twice but they do not seem to be able to do anything about it.  My son had an error message from Gmail who reported that PlusNet were not accepting his Gmail messages.
I have done several test emails from my husbands Gmail account and the same thing is happening so I know its not just my son's Gmail at fault.
Is anyone else experiencing these problems or does anyone know what I can do to rectify this please.  PlusNet appear to have given up on this!
22 REPLIES
Moderator
Moderator
Posts: 18,215
Thanks: 1,576
Fixes: 172
Registered: 11-01-2008

Re: Is anyone else having trouble receiving Gmail

just done a test from my gmail account to my pn account with no problems..

Customer / Moderator / If it helped click the thumb / If it fixed it click 'This fixed my problem'

Liz42
Dabbler
Posts: 13
Registered: 15-10-2013

Re: Is anyone else having trouble receiving Gmail

Thank you for reply - I don't know what has gone wrong with my account - just received an email from my son and it was sent yesterday evening!!
Community Gaffer
Community Gaffer
Posts: 13,161
Thanks: 930
Fixes: 77
Registered: 04-04-2007

Re: Is anyone else having trouble receiving Gmail

Hi Liz,
Would you mind PM'ing me a copy of that email, complete with headers?
Is it still the case that your son occasionally gets mail delivery delay notices like this?
Delivery to the following recipient has been delayed:
    lizian@................
Message will be retried for 2 more day(s)
Technical details of temporary failure:
The recipient server did not accept our requests to connect. Learn more at
http://support.google.com/mail/bin/answer.py?answer=7720
[(10) mx.avasin.plus.net. [212.159.8.200]:25: socket error]
[(10) mx.avasin.plus.net. [212.159.9.200]:25: socket error]

How are your family sending these messages? Via the GMail website, or using some other method?

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

Liz42
Dabbler
Posts: 13
Registered: 15-10-2013

Re: Is anyone else having trouble receiving Gmail

My son and daughter send from their gmail website
My son  WAS receiving error messages from gmail every time he tried to send emails to my plusnet email but he has now stopped trying and he has to phone me instead or send to my husband's gmail account.  My daughter has stopped emailing me too.
Every day I do a test email from my husband's gmail - they still take hours to reach my plusnet account.so the problem still exists
I sent a support question request to PlusNet last Thursday 26th February and nobody has bothered to answer it yet.

I will copy one of the messages sent to my son from gmail

Fwd: Delivery Status Notification (Delay)
Forwarded message ----------
From: Mail Delivery Subsystem <mailer-daemon@googlemail.com>
Date: Wed, Feb 25, 2015 at 6:39 PM
Subject: Delivery Status Notification (Delay)
To: S.....@gmail.com

This is an automatically generated Delivery Status Notification
THIS IS A WARNING MESSAGE ONLY.
YOU DO NOT NEED TO RESEND YOUR MESSAGE.
Delivery to the following recipient has been delayed:
    lizian..............@.plus.com
Message will be retried for 2 more day(s)
Technical details of temporary failure:
The recipient server did not accept our requests to connect. Learn more at http://support.google.com/mail/bin/answer.py?answer=7720
[(10) mx.avasin.plus.net. [212.159.8.200]:25: socket error]
[(10) mx.avasin.plus.net. [212.159.9.200]:25: socket error]
Kremmen
Rising Star
Posts: 501
Thanks: 5
Fixes: 1
Registered: 13-04-2013

Re: Is anyone else having trouble receiving Gmail

I would edit out your details from above ASAP or you might start getting spam.
Let's be careful out there !
Liz42
Dabbler
Posts: 13
Registered: 15-10-2013

Re: Is anyone else having trouble receiving Gmail

Thanks for the warning Kremmen - have I edited enough?
sjptd
Grafter
Posts: 467
Registered: 01-09-2014

Re: Is anyone else having trouble receiving Gmail

I find the same as dvorak has said: I just sent a message from my wife's gmail to my plusnet and it arrived almost immediately.  I am afraid I can't think of any useful suggestions to resolve your issue.  I don't use Windows Live Mail, but I can't see why it should be a reason for the problems you have.  It would be worth checking using plusnet web mail directly.
As I general rule I (and others) suggest avoiding ISP provided email services and using gmail or similar.  Gmail etc usually provide a better service, and also it means that if you want to change ISP later you don't have extra email complications to deal with.  While moving over you can arrange to have mail to your Plusnet address forwarded to your new email.  (Unfortunately, Plusnet don't seem to have the option of an email that both has a mailbox and forwards as well.)
Liz42
Dabbler
Posts: 13
Registered: 15-10-2013

Re: Is anyone else having trouble receiving Gmail

Thanks for reply sjpdt -  I have tried accessing the PlusNet webmail but the emails do not get in there either - or only just before I receive them in my Windows Live PlusNet acct. Both my husband and I hate using Gmail - I supposed you get used to using it but I spend ages searching for things that are hidden away and I have never got used to using it.
sjptd
Grafter
Posts: 467
Registered: 01-09-2014

Re: Is anyone else having trouble receiving Gmail

If you don't like gmail web access, you can still use a gmail account from Windows Live Mail much as you use the Plusnet account.  Same goes for Yahoo and outlook mail and many other ISPfree alternatives (Microsoft really go out of their way to create confusion with the way they name things).
Community Gaffer
Community Gaffer
Posts: 13,161
Thanks: 930
Fixes: 77
Registered: 04-04-2007

Re: Is anyone else having trouble receiving Gmail

Hi Liz,
In order to look into this further, I could really do with this info:
Quote from: Bob
Would you mind PM'ing me a copy of that email, complete with headers?

This will need to be an an email your son (or daughter) sent to you that turned up hours/days late. I can look at the headers and it may indicate what's wrong. Even if it doesn't, as long as the email was sent recently enough then I should be able to have one of our engineering bods check the mail server logs.
If you're not comfortable PM'ing me the information here, then feel free to add it to your open support ticket and I'll pick it up from there.
As to why the support ticket's remained unanswered for so long, I'm not sure. I'll give the relevant teams a nudge to make sure there's not a problem somewhere.

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

Liz42
Dabbler
Posts: 13
Registered: 15-10-2013

Re: Is anyone else having trouble receiving Gmail

Thank you Bob
I received a reply to my support question today and they are asking for the emails and headers etc.  I have sent all requested (hopefully) in an attachment  as a reply in Question (reference 99973376)
Community Gaffer
Community Gaffer
Posts: 13,161
Thanks: 930
Fixes: 77
Registered: 04-04-2007

Re: Is anyone else having trouble receiving Gmail

Sorry Liz,
But the headers you've provided are incomplete in that they don't reference Plusnet's servers at all. Because of this it's still very difficult to ascertain what's going on.
I understand you're using Windows Live Mail so here's what you need to do:
  • Find one of the emails your son has sent that has been significantly delayed and highlight it by left-clicking once on the subject line in the folder listing.
  • Right-click the highlighted email and then left-click 'Properties'.
  • Click the 'Details' tab.
  • In the 'Internet headers for this message' section you'll see what probably looks like a load of gobble-de-gook. You need to right-click in this area and then left-click 'Select all'.
  • You should find this has highlighted everything. Right-click the highlighted selection and then left-click 'Copy'.

  • You can now open a text editor like Word, right-click anywhere on a blank page and then left-click 'Paste'. You should find that this copies the headers across to the Word document.
    If everything's worked then it will look a little like this (as it happens, this one took about 30 minutes to get to my Plusnet account from GMail so I'm beginning to wonder whether or not there is a wider problem somewhere):
    Return-path: <xxxxxxxx@gmail.com>
    Envelope-to: xxxx@xxxxxxxxx.plus.com
    Delivery-date: Wed, 04 Mar 2015 11:14:03 +0000
    Received: from [212.159.8.109] (helo=avasin03.plus.net)
      by inmx17.plus.net with esmtp (PlusNet MXCore v2.00) id 1YT7Fb-0002Zq-5H
      for xxxx@xxxxxxxxx.plus.com; Wed, 04 Mar 2015 11:14:03 +0000
    Received: from mail-qa0-f41.google.com ([209.85.216.41])
    by avasin03.plus.net with Plusnet Cloudmark Gateway
    id zPE01p00B0uAC6h01PE2ag; Wed, 04 Mar 2015 11:14:03 +0000
    X-CM-Score: 0.00
    X-CNFS-Analysis: v=2.1 cv=R4GNGLhX c=1 sm=1 tr=0
    a=ABnyeOfwp/SHlX+YrFrOCA==:117 a=1XWaLZrsAAAA:8 a=0Bzu9jTXAAAA:8
    a=pGLkceISAAAA:8 a=emO1SXQWCLwA:10 a=rtPQLfweAAAA:8 a=JqEG_dyiAAAA:8
    a=ZplJJhysA1ktzsxy_bEA:9 a=QEXdDO2ut3YA:10 a=ufL2rSrg02AA:10
    a=cAOrGk_vvrEA:10 a=j1JV5d43ytUA:10 a=tAXvWaiajLUA:10 a=PAFWObInI8AA:10
    a=DOg1bRRUfmUA:10 a=j4gVPx_tJ_AA:10 a=OjFYQm9SqZb8v9Q6-aEA:9
    a=E-RUTspiGosA:10 a=xeq2rkhzmPIA:10 a=2hfT2BMxNXQA:10 a=l-7kBgZF_IsA:10
    a=T3yzbcwroCUA:10
    Received: by mail-qa0-f41.google.com with SMTP id i13so4639402qae.0
            for <xxxx@xxxxxxxxx.plus.com>; Wed, 04 Mar 2015 03:14:00 -0800 (PST)
    DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed;
            d=gmail.com; s=20120113;
            h=mime-version:date:message-id:subject:from:to:content-type;
            bh=Icm+jvwk6couV9Re0FJa3l5DI7yRpIU7T5LwUBqFhBo=;
            b=mA1yzhIV23j7+WFImPZApEd31pudoqpmJ5ZEPybHbpeHxo9KNhpASNcT9ZyBgorQSa
            lEkf1pj9SYzLxliSlaTICbwJ3A9AOX0A5rl2vRIGJa4m4m+2g2/n1CqSYdIUG6MaYoJ7
            BS/dOYa9P65jMcQXIukzlMVp/YofF+vazPsUElD21aBZsZcqgndZmRfnQcNp8BBYjoLY
            E/2v+ctycRSyI8YsHYvMPXqifUMezrIkoi9OZZPPofzYwoZZ7wxk4PjHGXRwXXQsZ+Ip
            DpPBTeO1Nw+whb+4i0ctYjCpwb9IIAFC86heD0TCjToLnflHHnP5KSGlFTAVDKMlZ88a
            4oig==
    MIME-Version: 1.0
    X-Received: by 10.229.131.138 with SMTP id x10mr4952193qcs.25.1425466022869;
    Wed, 04 Mar 2015 02:47:02 -0800 (PST)
    Received: by 10.140.81.198 with HTTP; Wed, 4 Mar 2015 02:47:02 -0800 (PST)
    Date: Wed, 4 Mar 2015 10:47:02 +0000
    Message-ID: <CAO0cOop=nDGzoiQXTPfzwGJenGi3XZf0ArVDR-v6xRR+_4E5og@mail.gmail.com>
    From: Bob Pullen <xxxxxxxx@gmail.com>
    To: xxxx@xxxxxxxxx.plus.com
    Content-Type: multipart/alternative; boundary=001a1133dde2eec2bb0510742b0d
    X-PN-Virus-Filtered: by PlusNet MXCore (v5.00)
    X-PN-Spam-Filtered: by PlusNet MXCore (v5.00)
    Subject: Test
    --001a1133dde2eec2bb0510742b0d
    Content-Type: text/plain; charset=UTF-8

    Bob Pullen
    Plusnet Product Team
    If I've been helpful then please give thanks ⤵

    Liz42
    Dabbler
    Posts: 13
    Registered: 15-10-2013

    Re: Is anyone else having trouble receiving Gmail

    Thank you for this explanation Bob - I did part of this but not all of it.
    Should I do as you suggest on this site or on the plusnet website re- adding further comment to support question?
    Community Gaffer
    Community Gaffer
    Posts: 13,161
    Thanks: 930
    Fixes: 77
    Registered: 04-04-2007

    Re: Is anyone else having trouble receiving Gmail

    Hi Liz,
    I've been doing a bit more digging into this and there's definitely a wider problem somewhere (meaning you're not alone). At the moment it only seems to be affecting emails sent from Gmail and it's not affecting everybody. Neither does it seem to be anything to do with our anti-spam filters because the same's happening when sending to an address with it disabled.
    We've an internal problem open and our engineers are looking into it (ref: 84950).
    For the time being, you needn't do anything else and I'll let you know if we require any further information.
    Thanks for bringing the problem to our attention.

    Bob Pullen
    Plusnet Product Team
    If I've been helpful then please give thanks ⤵