Problem with new install on Windows 11, using Thunderbird

[#1]

Hi all

Following a problem with my previous PC (Win 10), I have moved to a Win 11 PC that did not have have a mail program. However using a new install of Thunderbird (154.0) and despite using the same settings as on the Win 10 PC I cannot send mail, I can still receive mail

I have done a setup from new several times before using Thunderbird and this is the first time I have had a problem.

Any suggestions?

Thank you.

Edit I'm on Plusnet

[#2]

Can you provide a screen shot of the error message or an exact copy of it ?

[#3]

Hi @melmerby 

Please re-check the settings you're using on our How to set up Plusnet email - what settings to use page, where you can also view the guide on how to setup using Thunderbird. 

We also have information about our services moving to a new supplier called Greenby and what this means for you. 

Ali 

[#4]

Hi

Thanks for the reply, attached is a screenshot of the error.

(Entering a password brings up another error)

Keith

[#5]

For all email servers we only use the mailbox email address as the Username.

We avoid use of the old style of : <account> or <account>+<name> or an Alias

Links to reset passwords are :

https://www.plus.net/manage_my_mail/

https://greenby.com/

[#6]

Hi Philip

I'm a bit confused here (email settings are not my forté)

My settings are

Incoming mail: POP3 server: mail.plus.net port:995 security: SSL/TLS, username is my username  (not my email address)

Security is normal password

It works 

Outgoing mail: STMP, server: relay.plus.net port is 465 or 587 (tried both) security SSL/TLS, again username is my username (not email address) Security is normal password

It does not work

What do I need to change?

Thanks Keith

BTW with port 465 (not 587) Thunderbird will make a secure connection to the outgoing mail server (see screenshot)

[#7]

Has your email account migrated to Greenby ?

[#8]

How would i Know that?

[#9]

@melmerby 

"How would i Know that?"

1. By having received an email telling you so.

2. By being able to log in to your account via the Greenby portal (using your Plusnet account name and password).

[#10]

Hi pvmb

It appears that I have.

it happened on 17 Dec 2025.

I can't remember having such an email☹️

Does that mean I can/or have to use different settings?

Cheers Keith

[#11]

@melmerby 

"It appears that I have.

it happened on 17 Dec 2025.

I can't remember having such an email"

It happens (or not)! I received the transition email but not the 30 days forewarning email.

I take it you have confirmed this now by logging in to Greeny portal. At lest you will be in a position to use Greenby webmail, even if only for now.

"Does that mean I can/or have to use different settings?"

I assume you mean with client email software on your device? Ideally you shouldn't need to change (according to Plusnet), but in practice you may have to. Without posting your email address on here, can you say what 'type' of email address you have: Plusnet, Force9, Madasafish etc.

[#12]

I'm on Plusnet and have been for a very long time.

Just standard set up using Thunderbird

This is the first problem I have ever had with the mail service through several different installs

[#13]

Hi @melmerby 

I'd recommend having a read through our Changes to Plusnet email and domain services FAQs page, which has information about the settings to use in your email client. 

- Ali 

[#14]

Hi Ali

Are you saying that after migration of my account to Greenby, which has happened, configuring a new email program install means I need a Greenby account to change any settings?

Cheers Keith

[#15]

@melmerby 

Your email and domain services will be provided by Greenby moving forward. As a Greenby customer you’ll need an account with them so you can make changes to your email settings.
 

We’ll also continue to send service messages and essential information to the email address linked to your broadband account, so it’s important you create an account with Greenby.

They’ll send you a welcome email and explain how to set up your account. It’s really straightforward and should only take about five minutes.

Ali