Issue with user name and password when sending emails

[#1]

Ok, so in additional to all the issues I am experiencing with the email service or non email service as the case is in relation to the Server error 452 allowing only 1 email to be sent an hour. I now have a brand new issue in that when trying to send emails from my Outlook Outbox I now get a pop up asking me to, "Enter your user name and password for the following server."

Internet email

Server    relay.free-online.net

User Name: *which is correct

Password: *which is correct

Save this password in your password list

Even though all the details are correct and have been working for more than 15 years including this afternoon, I can not understand why I am getting this message. Personally I have no doubt that Plusnet are tampering with the system in preparation to move email accounts to Greenby, which means in the meantime service for individuals like myself are not only unreliable and unstable but are also now limited/restricted to minimum/basic usage.

[#2]

Moderator's note:
Thread moved from Full Fibre to Email

[#3]

@tquick 

Are you using Plusnet as your ISP or are you connecting via another?

Can you please run the server connection diagnostics - see the link below.

[#4]

Hi Townman,

Thanks for taking the time to respond to my post.

For over 3 weeks now I have been experiencing email issues with Plusnet due to the winding down of the email support and migration to Greenby. Its as if someone is in the backroom flicking switches, because just as one problem is fixed another one occurs.

When I first reported the 452 Server issue on 26th August, it was as if they had never heard of it and told me that I needed to clear my webmail and only sent 1 email per hour.. Then as things just got worse I reported the 452 Server issue again on 11th September requesting this time to speak to a Manager. Apparently unaware of the issue, he told me he had escalated the issue and that I would get a response early this week.

On 12th September whilst searching for a possible Fix for the issue I then discovered this Forum, in which I discovered that I was not alone! As per usual Plusnet were suggesting the issue MUST be at my end, when all along they knew it was at theirs but chose not to let the cat out of the bag!

On 16th September whilst still experiencing 452 service issues, I decided to take a break, only to return last night and find the new error which I posted about above. This time however, Plusnet have acknowledged this morning they were aware of this new error and are dealing with it. Sorry I can't remember the code but it was something like SMTP Server Error 5??.

The answer of course to all my problems is to move to Greenby, but I can't and they won't allow me as they are doing it in batches and I don't know where Free-online customers are on the list.

[#5]

@tquick 

The sad reality is that the front line desk do not have in depth email service skills.  Regardless of the disposition of many users, email is technically fairly complex and one must have cognisance of that when dealing with encountered issues.  Those who push back with "do not bother me with your mumbo-jumbo speak" (wanting everything to be simple) just do not live in the real world.

Your approach here is refreshing, recognising that the first encounter of a BAU condition gets treated as a BAU by front line support - back off your sending rate.  It is only later when the problem is seen to be more wide spread that it is apparent that something more that BAU is happening, requiring escalation for investigation.

I saw the issue occasionally w/c 8th September.  On Saturday 13th Sept it became more pronounced as the user base ramped up their use of email.  A mitigation was implemented on Monday 14th Sept.

Migration to Greenby being cited by frontline support as the solution to all of the email issues should be treated as an only part informed opinion.  Some of the issues are part of the fall out of architecture changes to facilitate migration, NOT issues in the legacy service.

As above, this is technically very complex; in spite of the multiple rehearsals, gremlins have been encountered ... and are being rectified.

For clarity the too many addressees issue should not now be being encountered.