Unable to SEND emails since switch to EE

[#1]

I still can't send emails in spite of trying just about every variation of outgoing server settings suggested here.

I am going to contact Greenby directly.

This issue began immediately after Plusnet  closed my BB account a few days ago. I am wondering if there is a some sort of time lag in greenby's systems that prevents its ougoing servers recognising my new credentials?

As an aside, Greenby's Truspilot page was almost 100% negative until a few weeks ago when lots of positives with variations of these comments began to appear:

'problems were put right by Shehin a patient, and well mannered, customer service technician'

When I previously had a reply from Greenby about the email outage from last month it was also answered by 'Shehin'.

Is Shehin simply an incredibly busy and efficient technician or is he/she a super bot or maybe a generic name for their human support team (assuming there is such a team).

[#2]

@Bookworms 

"I still can't send emails in spite of trying just about every variation of outgoing server settings suggested here."

Back to basics - can you log in to your Greenby account at the Greenby portal?

[#3]

Yes and I can send emails via webmail/roundcube..

[#4]

@Bookworms 

For client email programs, as you are no longer a Plusnet account holder you cannot now use the Plusnet outgoibng SMTP email host, relay.plus.net
AFAIK the one you need now is the equivalent Greenby host, which is mail.enmail.co [91.204.208.195]
If this doesn't work you could try smtp.enmail.co [91.204.208.19] for outgoing mail.

[#5]

@pvmb Unfortunate typos, they should be enmail not email

Edit: I see you've edited one of them but they should both be enmail

[#6]

@RealAleMadrid 

Yes. I already noticed.

[#7]

yeah its rubbish, i have now got a new paid for email provider and have set plusnet to forward everything to new email so i can monitor and advise folk of new address, annoying as have to re register many web accounts etc.

BT have a lot to answer for.

[#8]

@gavin3g 

"yeah its rubbish"

I still do not experience most of the problems that so many complain about on here!

- Ordinary Plusnet account user, exclusively using the Greenby webmail interface. -

[#9]

---

@pvmb wrote:

@gavin3g 

"yeah its rubbish"

I still do not experience most of the problems that so many complain about on here!

- Ordinary Plusnet account user, exclusively using the Greenby webmail interface. -

---

Could it be it's because you are still a Plusnet user?

I had no problems until last week when Plusnet closed my account.

I tried your suggestion of changing the server to smtp.enmail.co and that resulted in this error:

Unable to communicate securely with peer: requested domain name does not match the server’s certificate.
The configuration related to smtp.enmail.co must be corrected.

'Shehin' from Greenby now advises me to do this:

Username: Your full email address

Password: Your email account password

Incoming server: imap.plus.net

IMAP port: 993

Outgoing server: mail.enmail.co

SMTP Port: 465

Encryption method: SSL/TLS

Which is basically what I have been doing all along.

It results in this error:

Unable to authenticate to Outgoing server (SMTP) . Please check the password and verify the 'Authentication method' in 'Account Settings | Outgoing server (SMTP)'.

If I then re-enter the password it appears to be sending but just hangs.

By the way, I still have this message on the Greenby portal when I log in:

Your Greenby login will only be activated after your migration is complete. We'll notify you by email as soon as it's ready.

🙄

[#10]

@Bookworms I had the same issue after being switched to EE. Eventually I discovered that, whilst I was using my email address as my username, I remembered that my email address is actually an alias. When I changed it to the master email address everything worked. Hope that helps you too.

[#11]

Thanks for that but I have already tried using aliases and my main email address.

I don't know if this is relevant but when I check email settings in the Greenby portal, under DNS I see this:

DNS Records

If you manage your domain with your own provider, these are the DNS settings you should setup to ensure your email works properly.

Hostname: @

Type:mx

Value: mail.plus.net

Priority: 10

TTL: 3600

So they still have mail.plus.net specified even though I am no longer a plusnet customer..

It seems to me that Greenby and Plusnet have not put enough thought into the process of transferring ex-plusnet users to full migration to Greenby.

[#12]

Also, on the email setting page in Greenby there is this:

Email Client Settings

Outgoing Server Address: relay.plus.net 

SMTP Port: 993 (Encryption Enabled)

Is it any wonder this is causing so much confusion? 🤔

[#13]

I can't even send using webmail now.

I feel like I am completely wasting my time trying to get Greenby email to work. Constantly trying to second guess if I've entered the wrong details or if Greenby is having one of its frequent software tantrums

From the roundcube/Greenby site when attempting to send:

[#14]

My aunt switched from Plusnet to EE this week and has exactly the same outgoing email problem. No settings seem to work but Webmail does.

Shehin at Greenby has been giving me the runaround.

[#15]

I don't believe Shehin can be a human. I'm guessing he/she/it is Greenby's top bot. Almost all the somewhat mysterious/dubious positive comments on Trustpilot mention the magnificent Shehin.

A big problem with attempting to sort out these email issues is that Greenby's service is erratic at best. It has frequent outages and delays.

It seems there is a major issue with users who have left Plusnet for a new ISP. Possibly even more so for ex-customers who have left the BT fold altogether (i.e., those of us who opted not to go to EE).

I am hoping that it will sort itself out given a bit more time but I can't see me staying with Greenby much longer.if they don't make major improvements.

*just to add - I can now send via webmail again but it is very, slow. I have been using a Gmail account for some of the testing only to find my emails from my plusnet/greenby address were going straight into the gmail trash bin.