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Unable to send emails from a Virgin connection + Escalation path

madswitcher
Grafter
Posts: 257
Thanks: 2
Registered: ‎01-08-2007

Re: Unable to send emails from a Virgin connection + Escalation path

Thanks Gandalf,

Could you also impress upon your engineers that my wife runs a small business via email and has to keep related emails client-side. She is losing money while being unable to send messages so there is some urgency for her for this to be solved.

Regards

Mike

Plusnet Help Team
Plusnet Help Team
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Registered: ‎26-03-2018

Re: Unable to send emails from a Virgin connection + Escalation path

Hi @madswitcher,

I'm really sorry to hear that you've been affected by this issue. I can see that this has been raised to the relevant team and we will work towards a solution for this as soon as possible, though at this stage we don't have any estimated timeframe for the investigation of the issue.

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

Re: Unable to send emails from a Virgin connection + Escalation path

I'm just updating you here that we've found the cause of the problem and this is raised under ref: IMT-3230 for further investigation. Essentially, it looks like your account is marked as free in the database, which stops the use of relay.plus.net, but it should be marked as paid (though paid accounts are now free, so you won't be charged).

Will update you when I know more.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
madswitcher
Grafter
Posts: 257
Thanks: 2
Registered: ‎01-08-2007

Re: Unable to send emails from a Virgin connection + Escalation path

Hi again Gandalf,

 

Thanks for that - good news.

That sort of makes sense as the same thing happened (I think) about a year ago when I was getting my e-mails free from Plusnet without having a Plusnet paid account.  At that time, I then switched my ISP to Plusnet and had to have another account domain (Hastings1603) as Hastings1066 was taken (by me).  Plusnet admin then switched my Hastings1066 email account to be free as I was now a bona- fide paid up customer.

So it looks like some house keeping was done around the 12th of November this year and the Hastings1066 account was blocked.  Hopefully any fix you put in place will not occur in another years time :-)

Interestingly, my Hastings1066 account is still alive and well as my primary accounts since I can log into it and webmail etc. still work.

Could you kindly let me know when you think a fix has be put in place?

Thanks for your help on this,

Kind regards

Mike

Plusnet Help Team
Plusnet Help Team
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Registered: ‎24-04-2017

Re: Unable to send emails from a Virgin connection + Escalation path

Hi @madswitcher, I can confirm this looks to be a recent issue identified and it's still early days since the incident was opened. I and I imagine my colleague @Gandalf will be keeping an eye on the incident for any updates and the moment we know more regarding updates and hopefully a fix we'll be sure to let you know.

 Ben Devine
 Plusnet Help Team
madswitcher
Grafter
Posts: 257
Thanks: 2
Registered: ‎01-08-2007

Re: Unable to send emails from a Virgin connection + Escalation path

Hi again guys

it is now 3 weeks ago since this problem started and I reported it, and my wife is still without the capability of doing her business.

I reported the problem to the telephone support group and eventually to this forum as an alternative as the telephone guys could get no further, despite me explaining the situation and the cause.  With all due respect, the fact that a ticket has recently been raised is not my problem - we are 3 weeks without being able to send emails due to Plusnet's fault and I need to have this escalated and resolved - it was resolved last year so the resolution must be known.

Regards

Mike

Plusnet Help Team
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Registered: ‎06-08-2018

Re: Unable to send emails from a Virgin connection + Escalation path

@madswitcher,

 

I'm sorry but this issue is still open with our networks team. I'm afraid there's nothing anyone in the support centre (this includes the forums) to resolve this issue for you, and there is no escalation path either. It will get resolved but looking at the history of the problems.

 

Surely, though you should be able to send mail perfectly fine by just changing your outgoing mail settings to the relevant Virgin ones (though it will likely ask for the mailbox auth details again). 

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 Joe
 Plusnet Help Team
madswitcher
Grafter
Posts: 257
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Registered: ‎01-08-2007

Re: Unable to send emails from a Virgin connection + Escalation path

Hi Jolo,

I tried that one. Virgin use SSL for authentication on their SMTP server and their setup states that the email has to come from mail addresses ending in 'viginmedia.com'.

Thanks for the suggestion

Mike

Community Veteran
Posts: 26,746
Thanks: 959
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Registered: ‎10-04-2007

Re: Unable to send emails from a Virgin connection + Escalation path

Even if this is resolved soon there's a good chance you'll face similar issues again in the future.

I'd strongly recommend registering your own domain with one of the many non-ISP hosting companies which would avoid such issues. Moving your own domain between hosting companies is not at all difficult if it ever became necessary.

jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
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Plusnet Help Team
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Registered: ‎21-04-2017

Re: Unable to send emails from a Virgin connection + Escalation path

Hi Mike.

I can see this has been raised with our database analyst team to make the necessary changes to the database to mark the paid flag on your account accordingly, so you'd be able to send mail via our SMTP server.

Will update you when I know more.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
madswitcher
Grafter
Posts: 257
Thanks: 2
Registered: ‎01-08-2007

Re: Unable to send emails from a Virgin connection + Escalation path

Gandalf

do you have any news on this yet? Or even when they think they will fix the problem.

Regards

Mike

Plusnet Help Team
Plusnet Help Team
Posts: 204
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Registered: ‎06-08-2018

Re: Unable to send emails from a Virgin connection + Escalation path

Hello @madswitcher

 

We are deeply sorry for the issue you are having.

 

Unfortunately, there are no updates from the relevant team yet. We have an open ticket on your account which you can view by Clicking Here

 

Once we receive a new notification, we will notify you and continue to assist you further.

 

We appreciate your continued patience.

 

Many thanks.

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 Wakas Hussain
 Plusnet Help Team
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Re: Unable to send emails from a Virgin connection + Escalation path

@madswitcher, just to keep you updated regarding this issue and to set expectations.

I'm afraid that it's not likely to get fixed until at least after the new year as we're in the Christmas change freeze period where we can't make a change like this to the database.

Apologies for the inconvenience caused by the continued delays, but we've not forgotten about this.

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff