Unable to SEND emails since switch to EE

[#1]

Going over old ground here but...yes, I can log-in and I can receive emails in webmail but cannot send them. i get one of the following error messages briefly pop-up:

1. connection error (failed to reach the server)

2. SMTP error (550): Failed to set sender

I am using the portal chat function to communicate with their techies.

I have rarely ever used roundcube in the past as it is almost always slow and often erratic. 

Sending via webmail has been possible at times over the last few days but given Greenby's general unreliability, it's hard to know what is causing these errors.

[#2]

I checked the 'test connection to server' button on the accounts page in Thunderbird and got this:

outgoing server:
Description: <not specified>
Server Type: SMTP Outgoing Server
Server Name: mail.enmail.co
Port: 465
User Name: [email protected]
Authentication method: Normal password
Connection Security: SSL/TLS
Successfully established a secure connection to mail.enmail.co:465.

[#3]

@Bookworms 

"Going over old ground here but...yes, I can log-in and I can receive emails in webmail but cannot send them. i get one of the following error messages briefly pop-up:

1. connection error (failed to reach the server)

2. SMTP error (550): Failed to set sender

I am using the portal chat function to communicate with their techies.

I have rarely ever used roundcube in the past as it is almost always slow and often erratic.

Sending via webmail has been possible at times over the last few days but given Greenby's general unreliability, it's hard to know what is causing these errors."

"1. connection error (failed to reach the server)"

That's just a temporary glitch that happens now and then. Sending usually works OK a few seconds later.

"2. SMTP error (550): Failed to set sender"

From Search Assistant:
SMTP error 550: Failed to set sender typically indicates that the email server is rejecting the message because the sender's email address is not recognized or authenticated. To resolve this, ensure that SMTP authentication is enabled in your email client settings.

Could this be some mix up between your email address and actual Plusnet username in the settings on your email client?

[#4]

I'm obviously no expert but my gut feeling is that Greenby has failed to properly set up a system that takes account of former plusnet users with changed credentials. Hence, perhaps, their chatbot advice to disable security ...

Meanwhile I await the advice from their tech advisor.

[#5]

2. SMTP error (550): Failed to set sender

@Bookworms 

Is the email address you are sending from , a mailbox name or an alias ?

The Plusnet server ( relay.plus.net ) would allow any address to be used as the sender. The Greenby system checks that the sending address is a valid mailbox name or alias. 

The fact that the 'test connection' works in Thunderbird would confirm that its not an authentication problem.

[#6]

@Bookworms 

"I'm obviously no expert but my gut feeling is that Greenby has failed to properly set up a system that takes account of former plusnet users with changed credentials. Hence, perhaps, their chatbot advice to disable security ..."

Meanwhile, based on your experience with the Greenby bot, I have been wondering if some of those Greenby info pages have been written by or with the help of the Greenby bot. And where did the Greenby bot get its info from? Perhaps by scarping Plusnet Forum posts on 'My settings to connect to Greenby'.  It could happen! 😃

This, from @MisterW , makes sense to me: 

"The fact that the 'test connection' works in Thunderbird would confirm that its not an authentication problem."

Implying your problem lies in matters related to differences in the mix between Plusnet account credentials, email address name, physical post boxes, post box aliases etc. But I think you need an expert on these matters plus someone who uses client email software to help with all this.

[#7]

Latest advice from Greenby tech support:

As you are no longer a Plusnet broadband customer, `relay.plus.net` will no longer authenticate or send your outgoing messages. We do not recommend using `relay.plus.net` as an outgoing mail server under any circumstances, and we will be updating the suggested server settings displayed in your account soon. * [my bold]

As we are using `mail.enmail.co` as the outgoing (SMTP) server, you will need to reset your email account password before updating your email client.

Due to differences between the previous and current email platforms, the outgoing server may not accept your existing password until it has been reset. Even if your password has not changed and works elsewhere, this reset is required for the new outgoing server to accept your credentials. If you wish, you can reuse your current password during the reset process.

Once you have reset your password via the Greenby portal, please use the following settings to reconfigure your account on all devices:

Username: Full email address
Password: New password

Incoming Server (if using IMAP)
Server: imap.plus.net
Port: 993

Security: SSL/TLS

Incoming Server (if using POP3)
Server: mail.plus.net
Port: 995

Security: SSL/TLS

Outgoing Server (SMTP)
Server: mail.enmail.co
Port: 465

Security: SSL/TLS

Thunderbird will prompt you for a password when you try to get new emails and send new emails once you change the current setup. You will have to enter the new password.

The annoying thing is that I have already followed all these steps. It also doesn't explain why I can't send via webmail.

[*I see they admit that the advice on the web portal is incorrect.and needs updating]

[#8]

@Bookworms 

"Latest advice from Greenby tech support:

Once you have reset your password via the Greenby portal, please use the following settings to reconfigure your account on all devices:

Username: Full email address
Password: New password

Incoming Server (if using IMAP)
Server: imap.plus.net
Port: 993

Security: SSL/TLS

Incoming Server (if using POP3)
Server: mail.plus.net
Port: 995

Security: SSL/TLS

Outgoing Server (SMTP)
Server: mail.enmail.co
Port: 465

Security: SSL/TLS</i>"

Well yes! They are indeed the 'correct settings' as has been said on here many times before! The only new thing is the need to change (or re-register) your existing Plusnet password - which I take it you do after logging on to the Greenby server using your original PN password. If this is indeed a necessary step for people who have left Plusnet after migration, then this is useful information.

"The annoying thing is that I have already followed all these steps. It also doesn't explain why I can't send via webmail."

What exactly is the problem with sending emails via Greenby webmail? I would assume that, if you can indeed log on then there cannot be an issue with your Greenby credential and you should be should then able to simply send and receive emails. 

This post may be relevant:  https://community.plus.net/t5/Email/Is-Greenby-down/m-p/2052629#M61647

[#9]

I think I have found the source of the problem far as Thunderbird is concerned.

It seems Thunderbird still had my old passwords for Plusnet mailboxes - different passwords for each mailbox and my master email address. I had completely forgotten them, it being so long since I have used Plusnet's webmail
I only found these by ignoring individual account settings and going to Thunderbird general settings/passwords. Previously changing them via account settings didn't work. I first had to delete them via Thunderbird's general settings, restart Thunderbird and then reset the password (again) via the Greenby portal. It now seems to be working.
Thanks to everyone who has offered advice.

Hopefully it might help other ex-Plusnet users facing the same email issues.
Also...don't trust a word the Greenby chatbot tells you.

Having said all that, webmail is still very slow.

[#10]

@Bookworms 

Ah!