Unable to SEND emails since switch to EE

[#1]

I think I'm going to have to move my aunt's mailbox. At least she's been using a domain name email address all the time which was forwarding to her Plusnet/Greenby email address so she won't have to give everyone a new email address.

Incidentally, although my aunt is now with EE, I still have Plusnet Broadband and her email address won't even work when I test it from my end connected to a Plusnet connection.

[#2]

I've had difficulties sending mail today -- and I'm still with Plusnet broadband -- at first using a client (Apple Mail) and later using Greenby's Roundcube webmail.

Apple Mail initially returned the message that it was having difficulty contacting the SMTP server. On further investigation it was telling me that the SMTP server's certificate could not be trusted. I overrode this and the mail was sent.

When I tried sending via Greenby's webmail it did throw up several "server error" messages, but eventually sent my test email.

Tried this on two computers -- same difficulties, same results!

[#3]

Following the transfer to EE I also found I was unable to send emails from my Plusnet account.  Attempts produced message: 

" Server error: '550 <email address> recipient rejected - relay denied'.

Having unsuccessfully tried many of the combinations detailed in this blog I finally resorted to the Greenby chatbot and was agreeably surprised to find that after a few prods it came up with a solution that worked for me which I paraphrase below:

" The correct outgoing (SMTP) server for your Plusnet email account is:

* Outgoing Mail Server: mail.plusnet.enmail.co

* Port: 25

* SSL/TLS / Secure Connections: Disabled

* SPA (Secure Password Authentication): Disabled

* My outgoing server (SMTP) requires authentication:  Enabled.

* Select the option to "Use same settings as my incoming mail server" (or re-enter your full email address and password specifically for the outgoing server)."

I hope this may be useful to some users.  It would have been useful if Plusnet /Greenby could have published this information before the changeover, rather than leaving many of us floundering afterwards.  Shocking customer service!

[#4]

That is one option I have not tried, nor will I. 😐

It has been commented on here that disabling security may work but it is not exactly... secure.  or recommended!

I managed to send some emails to my own gmail address from webmail but one I sent to someone else has bounced back: with this message:

This is the mail system at host gateway1.enmail.co.

I'm sorry to have to inform you that your message could not
be delivered to one or more recipients. It's attached below...]
To protect our users from spam... mail sent from your domain has been temporarily rate limited.

[#5]

I asked the Greenby chatbot if it was possible to set up the SMTP settings so that SSL/TLS / Secure Connections are  Enabled.

It replied:

"No, SSL/TLS and Secure Connections must be disabled for the outgoing SMTP settings.

For all Greenby email services (including Plusnet), SSL/TLS and Secure Password Authentication (SPA) should be turned off, and standard non-SSL settings should be used."

I realise that this is very unsatisfactory but, hey, at least I can send emails!  I was also disappointed to discover that these were the same security settings that had been on my old plusnet account for the last 20 years or so ☹️.

I would be helpful to know if, and how, anybody has managed to successfully set up up their Plusnet email/EE/Greenby system with secure SSl/TSL settings.  I am using Outlook 2010/Windows 10.

[#6]

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@Silver-Codger wrote:

Following the transfer to EE I also found I was unable to send emails from my Plusnet account.  Attempts produced message: 

" Server error: '550 <email address> recipient rejected - relay denied'.

Having unsuccessfully tried many of the combinations detailed in this blog I finally resorted to the Greenby chatbot and was agreeably surprised to find that after a few prods it came up with a solution that worked for me which I paraphrase below:

" The correct outgoing (SMTP) server for your Plusnet email account is:

* Outgoing Mail Server: mail.plusnet.enmail.co

* Port: 25

* SSL/TLS / Secure Connections: Disabled

* SPA (Secure Password Authentication): Disabled

* My outgoing server (SMTP) requires authentication:  Enabled.

* Select the option to "Use same settings as my incoming mail server" (or re-enter your full email address and password specifically for the outgoing server)."

---

But these - despite them being promulgated widely on this site - are precisely NOT the settings recommended in the Greenby account, for Plusnet account holders using client email software and a Plusnet email address  Apart from the incoming host,  mail.plusnet.enmail.co [91.204.208.26] being the same machine as imap.plus.net [91.204.208.26].

Plus they appear to be very ill advised settings from a security point of view - particularly in this day and age.

On the face of it there are two conflicting sets of recommendations on the Greenby website about theses settings and it is this that needs to be fixed.

Q. Are all the people having difficulties with their client email software people who either:

1. Do not have a simple Plusnet email address? i.e. An address of the form  Myaddress@<Username>.plus.com

2. No longer have a Plusnet account?

[#7]

@Silver-Codger 

We are using SSL/TLS encryption i.e. POP3S / IMAPS and SMTPS with Greenby,
these are all available on Greenby email server mail.enmail.com 

[#8]

Today I'm sending successfully with "use SSl/TSL" switched on.

But I'm using host name = relay.plus.net

and am still with Plusnet broadband, as mentioned earlier.

[#9]

---

@Silver-Codger wrote:

I realise that this is very unsatisfactory but, hey, at least I can send emails!  I was also disappointed to discover that these were the same security settings that had been on my old plusnet account for the last 20 years or so ☹️.

I would be helpful to know if, and how, anybody has managed to successfully set up up their Plusnet email/EE/Greenby system with secure SSl/TSL settings.  I am using Outlook 2010/Windows 10.

---

Perhaps I'm wrong but, AFAIK, most people are happily using the correct and recommended settings with their client software and Greenby email account. Rather the question is, why do some people seemingly continue to have problems using the correct settings?

As I don't know the answer and, as I don't use client email software, I can't really test this out myself or make any suggestions.

Using discouraged or 'incorrect' settings may or may not work but it seems very unsatisfactory to me.

[#10]

As far as I am concerned,  problems with sending email began only after my plusnet account was closed. I have tried just about every combination of username/password/server possible but nothing has so far worked with my email client (Thunderbird).

I can send emails via Greenby's webmail interface but that has always been slow and/or erratic

[#11]

I just finished another soul destroying session with the greenby bot.

It just kept giving this same stupid 'solution' over and over

Standard Email Settings: For standard email client setups, SSL/TLS encryption should be disabled, and standard non-SSL ports should be used (IMAP port 143, POP3 port 110, SMTP port 25), with Secure Password Authentication (SPA) turned off.

I pointed out that these do not match the setting in my profile page which still has the Outgoing Server as relay.plus.net .

It them told me 'We do not recommend using relay.plus.net as an outgoing mail server under any circumstances. It requires an active Plusnet connection/credentials and has known deliverability issues.'

When I asked how I am supposed to change that in webmail it simply said live chat is unavailable.

Does anyone know how (or if) I can change the outbound server for the Email Client Settings via webmail?

 

via webmail settings?

[#12]

@Bookworms 

"I just finished another soul destroying session with the greenby bot.

It just kept giving this same stupid 'solution' over and over

Standard Email Settings: For standard email client setups, SSL/TLS encryption should be disabled, and standard non-SSL ports should be used (IMAP port 143, POP3 port 110, SMTP port 25), with Secure Password Authentication (SPA) turned off.

I pointed out that these do not match the setting in my profile page which still has the Outgoing Server as relay.plus.net .

It them told me 'We do not recommend using relay.plus.net as an outgoing mail server under any circumstances. It requires an active Plusnet connection/credentials and has known deliverability issues.' "

Because of people using Port 25 and insecure credentials?

"When I asked how I am supposed to change that in webmail it simply said live chat is unavailable."

As I understand it, the use of relay.plus.net by Greenby is temporary. It will cease once the transfer of all Plusnet email accounts to Greenby is complete. Then Greenby will use Greeby hosts (and IP addresses).

"Does anyone know how (or if) I can change the outbound server for the Email Client Settings via webmail?"

You can't! I assume you don't have Admin rights for the Greenby email systems? Why would you even need/want to? As it just works, for webmail users.

[#13]

If my webmail  worked, I wouldn't be thinking about it!

I am currently waiting for one of their support staff to get back to me after looking at some screenshots they asked me to upload.

As I have said before, this all began after Plusnet closed my account (prematurely, due to wrong info from Openreach,as it happens).

I then changed the outgoing server to 'mail.enmail.co' following advice here. I guess I will have to phone plusnet tomorrow.

I am still able to log-in to my plusnet account even though they are no longer providing me with broadband or any other services. I am not sure how long that will continue. After I get the final bill, maybe?

[#14]

@Bookworms
"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."

Have you tried the suggestions in Post 3 by @PhilipHayes?

"I am assuming this is a Plusnet email in the format : <name>@<account>.plus.com

Try replacing Plusnet hosted SMTP relay.plus.net with Greenby SMTP : mail.enmail.co or relay.force9.net
the 2 SMTP above have valid Certificates.

@MisterW is quite right mail.plusnet.enmail.co does not have a valid Certificate & this can result in rejection for use of SSL/TLS or STARTTLS where the mail client / app does not allow Certificate errors to be ignored."

With relay.force9.net being the recommended choice. If this is still failing for you, is it due to a certificate failure?

(Thus thread has become rather long and unwieldy)

[#15]

@Bookworms 
"If my webmail  worked, I wouldn't be thinking about it!"

Webmail doesn't work? Can you log in to your Greenby webmail account? Do you see/receive incoming mail at least?

Roundcube Webmail :: Welcome to Roundcube Webmail (greenby.com)