Unable to SEND emails since switch to EE

[#1]

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@SteveMJones wrote:
I'm using relay.force9.net with no issues. There was a problem with DKIM config with Greenby service, but Greenby seems to have resolved this. Hotmail and Outlook were bouncing my emails for a bit, but all seems fine now. Never had a problem yet with Gmail addresses

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You must tell us your secret, then!

[#2]

Nothing I'm doing knowingly. May simply be down to the differences between @plus.net and @force9.net.

[#3]

Hello All

I had the same problem with being unable to send emails since moving to EE. I followed the advice to change my username to my full email address - I wasn't entirely sure exactly what steps were needed, but I hoped I'd done enough - and it seemed to work. I was able to send to any address, even the hotmail addresses which had caused the longstanding problems that have been documented here in such detail. However, since yesterday I have been unable to RECEIVE anything, in Outlook and also in Greenby webmail, which was not affected by the sending problem. Error messages refer to the connection to the server being interrupted, contact your server administrator or ISP, errror 0x800CCC0F (Outlook); and Server error, Internal error occurred, refer to server log (webmail). These messages mean little to me as a non-techie. Has anyone else got the same problem?

My apologies if there is already a thread about this. I did search for one but didn't find one - so I'm sorry if there is one and I didn't get the right keywords.

[#4]

Just reporting back that, as I reported earlier, since changing the SMTP username to the full email address everything is working although I'm still getting random error messages that eventually go away after a re-try.

I have now set up an email account with another provider and that is all working smoothly. I must say it's very nice not having the apprehension of whether I'll get an error after sending a message. I'll be phasing Greenby out gradually as I migrate my contacts and internet sellers to the new one. I'll probably keep Greenby running until they start charging for their underwhelming service then give them the boot.

@Hortense sorry to hear of your problems. Have you been able to receive messages before yesterday, i.e. had it been working after the switch to EE after you'd fixed the sending problem? If so it might be just another Greenby glitch.

Hopefully one of the talented people on this forum will be able to offer some help.

[#5]

I've just switched to EE and had the same issues with sending emails, but thanks to another thread it seems to be working now- although sometimes emails won't send straight away and get queued, but will eventually send.

Now I am having issues with sending to gmail, possibly hotmail and btinternet too, it's early days so not sure. (Idid have issues before EE but it seemed to have been fixed) I have contacted Greenby who said it's a known issue and will be sorted within a week...hahaha - I know this has been going on for months now, and said so. The bot suggested I make a formal complaint to '[email protected]', has anyone else done this, and got anywhere?

[#6]

Buggwrit - thank you for your comment. My problem with receiving disappeared on the third day (and there were no problems beforehand), and since then everything has been fine, both with sending and receiving. So I suppose it was a 'blip' of some sort. Of course it's good that everything is now fine, but without an explanation one isn't confident about the future! I guess that using email at all is now pretty old-hat, and problems will happen more often (like heatwaves). But I will continue to use email as it suits the way I do things. And I remain grateful for this forum and the helpfulness of its users. Thank you.

[#7]

hi, Im following this thread as just been moved to EE yesterday - without any instructions so long phone call.. now I find emails dont send from outlook. I have changed settings per the thread and it still doesnt work. I have been with plusnet since 1997 and they were always excellent until this year . I REALLY dont want to migrate all my email and historic contacts to another address with the potential for that to be just as flakey.
is there a contact at Greenwhatsit I can shout at?

thanks

Gavin

[#8]

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@gavin3g wrote:..I REALLY dont want to migrate all my email and historic contacts to another address with the potential for that to be just as flakey...

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I you choose Mythic Beats as your new email provider, it won't be flakey.  Nor will you have to deal with bots if you want support.  Your emails are answered by real humans who actually read you message and address the points therein.

Yes, moving to a new provider is a pain, I'm still moving some addresses from one of my secondary PN mailboxes to my new address but I have no regrets.

[#9]

I'll second what @stuck has said. I have moved to Mythic Beasts and can vouch for them 100%. They do all contact by email - no telephone - as they say this gives a reliable audit trail of all conversations. My transition to them was pretty painless. Only my wife's S23 phone gave problems using the Samsung email client (I use K9 mail) but they very quickly helpled me sort it out. Every time I contacted them they responded within about 10 minutes.

I now have Greenby and Mythic Beasts running in tandem and it's interesting that if I send something via Greenby it takes some time before it starts - and I'm never quite sure it isn't going to pop up an error - whereas via Mythic Beasts it goes instantly and reliably.

And in answer to your question I never found a human being I could contact at Greenby. Everything's done with AI bots. All the problems I had with them were sorted with the help of the talented people in this community and in the EE one. I'm only continuing with Greenby until the 2-year free period expires then they will be shown the door.

Yes, changing over all contacts to the new address is inevitably time-consuming but so far I haven't had any problems. With around 18 months still to go with Greenby I can afford to wait for the more obscure ones to contact me before advising them of the change. Any that haven't been in contact by then are probably not worth worrying about.

[#10]

Does anyone know if Plusnet or Greenby have provided a basic idiot's guide to fixing email problems that arrive when one is no longer a Plusnet customer?

They seem to have let ex-email users flounder in the dark.

Since I migrated away from Plusnet last week I cannot send emails via my email client (Thunderbird). I can receive ok.

I have followed this and similar threads and attempted changing the various SMTP and username setting suggestions but as yet, to no avail. 

Currently when I attempt to send an email via Tbird it hangs for ages. Difficult to tell if my setting are incorrect or if Greenby itself is having problems.

[#11]

@Bookworms 

Didn't @MisterW s reply to you here solve that problem?

[#12]

@Bookworms 

"Does anyone know if Plusnet or Greenby have provided a basic idiot's guide to fixing email problems that arrive when one is no longer a Plusnet customer?"

There are several pages of support information online in your Greenby account:

https://greenby.com/support/help
https://greenby.com/support/knowledgebase/email
https://greenby.com/support/knowledgebase/email-client

"I have followed this and similar threads and attempted changing the various SMTP and username setting suggestions but as yet, to no avail."

The recommended settings for email clients are also shown in your Greenby account. I do not know if these are adjusted for users from email service addresses other than the default Plusnet one. But for me, a standard Plusnet email account holder, they are shown as:

Email Client Settings (From my Greenby account)

Incoming Server Address - imap.plus.net
Protocol - IMAP
IMAP Port - 993 (Encryption Enabled)

Outgoing Server Address - relay.plus.net
SMTP Port - 465 (Encryption Enabled)

If you prefer to use the POP protocol rather than IMAP then please use port 995 with Encryption turned on

Other servers I have seen mentioned on here are:

mail.enmail.co <--- Non Plusnet account holders (SMTP, IMAP, POP3?)
relay.force9.net <--- Greenby SMTP Ex Force9 email account holders (and others)?
smtpmail.globalnet.co.uk <--- Ex Globalnet email account holders?

[#13]

Grreenby's knowledge base does not inspire confidence.

Look here, for instance:

https://greenby.com/support/knowledgebase/article/29

Note that SSL/TLS/Secure connections should be disabled.

That was also the advice I was given by their chatbot.

It goes against the advice I have read on the forums.

As far as I can tell, there is nothing specific aimed at ex-plusnet clients who have moved ISPs (eg, to EE).

If Greenby and/or Plusnet had given clear advice/instructions on making the migration away from plusnet there would no doubt be far fewer posts about it on here.

[#14]

I didn't want to continue in that thread as it ihas a different headline  topic that since been resolved.

When advised by @MisterW  there to input my full email address I assume this means my email address as ending  [email protected] ?

I have tried inputting both the username alone and  my full email but nothing seems to work.

I checked my password on the Greenby portal and it advised me to change it to something more secure - so I did. 

I have tried various combinations of username/password/.email/ address in Thunderbird but nothing seems to be accepted for outgoing mail. Incoming is fine and I haven't altered anything there.

One thing I haven't yet tried is to change the SMTP security setting to 'none' as advised by Greenby's help page and chatbot...

[#15]

@Bookworms 

"Grreenby's knowledge base does not inspire confidence.

Look here, for instance:

https://greenby.com/support/knowledgebase/article/29

Note that SSL/TLS/Secure connections should be disabled.

That was also the advice I was given by their chatbot.

It goes against the advice I have read on the forums."

Logging on to the user account leads to very different pages. e.g. https://greenby.com/support/knowledgebase/email-client

Though those pages also seem available offline...

That former page, article/29, badly needs updating, IMO.