Plusnet email failing in multiple ways sending/receiving

[#1]

I'm supporting my mother with her email. She hasn't received any email since 16th April which is unusual and there seems to be sending issues.

• When I log into PlusNet and try to send an email I get "SMTP Error (535): Authentication Failed" error. 
• When I try to email to my mum from my own domain (not Gmail) I get Undelivered Mail Returned to Sender 554 5.4.0 Error: too many hops (in reply to end of DATA command).
• Weirdly I can send emails from Mum's account from an IMAP setup in CLAWSmail but I still can't receive.
• I sent an email to my mum from my Gmail I got no error but the message did not arrive either. 

As far as I know Mum has not received any emails about migrating to Greenby and I have been looking out for those.

Any ideas? Plusnet seem to have no non-phone contacts for help and I am deaf so cannot phone. I'm happy to get ideas of where to ask PlusNet wise as mum pays for her email account so it's a service they need to provider support for. 

Thanks!

Natalya

[#2]

@NatalyaD 

as mum pays for her email account so it's a service they need to provider support for.

Do I take it that your mum doesnt have a Plusnet broadband account but has a separate email account  for which she pays ?

[#3]

That's right, I think she pays £15 a year or something for it. 

[#4]

You need to change the outgoing(smtp) server setting in your email client from relay.plus.net to mail.plusnet.enmail.co. It may report a certificate error but if you accept that it should work

[#5]

That new SMTP setting doesn't work at all in CLAWSmail "failed: no service record found" and surely Plusnet's own webmail should work? Or is that now defunct and I need to use some kind of Greenby webmail?

Clawsmail was working with the plusnet settings. 

Mum doesn't seem to have received any migration notices and we still don't have working incoming mail either. 

[#6]

Interesting. Logging into Greenby as my mum's Plusnet credentials does work...But that still has nothing after 16th April for incoming emails. 

I can send email from Greenby webmail from my mum's account but there is still nothing after 16th April and we received no migration warnings at all. I am now talking to Greenby's AI to try and get them to help. 

I am not best pleased with this migration not being warned for and we were looking for it. 

[#7]

Have you looked into the Greenby portal greenby.com and created an account ? Use  your Plusnet username & password

[#8]

I can't get into the Greenby portal - it doesn't recognise my mum's Plusnet credentials and will only send logins to the email account that isn't receiving email. 

I've tried Greenby's AI and honestly it's a lying turd. It promised there was live chat 3x and then dumped me to a "leave your email address and we'll contact you" and stopped responding so I can't find timescales. 

I am now raising a complaint with Greenby as Mum needs email to work. I'll probably migrate her off Plusnet/Greenby entirely and make sure I say how bad their support is. They shouldn't be relying on kind volunteers like yourself, they should be providing a basic functional service. 

If they know migration might go to spam, they should SMS alert too. 

So unimpressed but I do appreciate your attempts to help. 

[#9]

We login to the Greenby Portal at https://greenby.com/ with the same credentials as the Plusnet Members Center.

[#10]

Is this forum the Plusnet members centre? Cos if so, it is refusing my credentials that I'm using now..

But I'm not using my mum's email address for these posts cos when I tried to set up an account as my mum I got a "this email address has an account" but I don't know the password (It was probably past me) and retrieval details would go via the Plusnet email account that is not receiving email. 

It's all a bit recursive. I probably have to be patient and wait for Greenby humans to look at the account. The wretched-AI bot suggested that if Greenby webmail had no incoming email it might need human intervention by Greenby to resolve. 

[#11]

This Forum is not the Plusnet Members Centre.


I login here :https://www.plus.net/member-centre/login

and here : https://greenby.com/

with the same Credentials.


You mentioned CLAWSmail I am not familiar with this, but no matter,
which POP3 or IMAP server is it using ?