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Undelivered mail - I believe this is the only way to raise a ticket

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Pro
Posts: 1,260
Thanks: 93
Fixes: 3
Registered: ‎07-09-2007

Undelivered mail - I believe this is the only way to raise a ticket

My email is not being received on Plusnet servers. I understand that these days this is the only way to raise a ticket and I cannot get through on the telephone or on Chat. Please could someone attend to this urgently, as I am due in Court on Monday and am getting desperate because I cannot keep in contact with anyone about the case ? Thank you.

I have tried to send emails to myself and other Plusnet alias addresses to no avail. I am attaching just one of the many failure notices. For some reason, the email is just not getting through.

I am attaching a copy of a typical failure notice received when trying to send to myself, but I get the same thing with all other aliases which are all forwarded to [Removed] from my domain.

As I have more than one domain ([Removed].co.uk and [Removed].uk) both of which forward automatically to [Removed] - and have done so for the last twenty years since I first subscribed to Plusnet) - I am able to test both domains, and neither of them are able to get through to Plusnet; on both of them, I get the same failure message.

Thank you for your help.

Here is the failure notice from UK2,net - this is one of several from different email systems and ISPs and they all send back the same message :

 

Undelivered Mail Returned to Sender

From MAILER-DAEMON@smtprelay02.hostedemail.comAdd contact
To [Removed]Add contact
Date Today 1:24 pm
 
Contact photo

Message Body

 
This is the mail system at host smtprelay02.hostedemail.com.

I'm sorry to have to inform you that your message could not
be delivered to one or more recipients. It's attached below.

For further assistance, please send mail to postmaster.

If you do so, please include this problem report. You can
delete your own text from the attached returned message.

                   The mail system

<[Removed]>: host mx0.123-reg.co.uk[94.136.40.151] said: 550 (result
    of an earlier callout reused). (in reply to RCPT TO command)
Reporting-MTA: dns; smtprelay02.hostedemail.com
X-Postfix-Queue-ID: AFCF08123
X-Postfix-Sender: rfc822; [Removed]
Arrival-Date: Sat, 16 Mar 2019 20:24:53 +0000 (UTC)

Final-Recipient: rfc822; [Removed]
Original-Recipient: rfc822;[Removed]
Action: failed
Status: 5.0.0
Remote-MTA: dns; mx0.123-reg.co.uk
Diagnostic-Code: smtp; 550 (result of an earlier callout reused).
Return-Path: <[Removed]>
Received: from filter.hostedemail.com (clb03-v110.bra.tucows.net [216.40.38.60])
    by smtprelay02.hostedemail.com (Postfix) with ESMTP id AFCF08123
    for <[Removed]>; Sat, 16 Mar 2019 20:24:53 +0000 (UTC)
X-Session-Marker: 736865726D616E7340756B322E6E6574
X-Spam-Summary: 40,2.5,0,,d41d8cd98f00b204,[Removed],:,RULES_HIT:72:152:355:379:455:582:602:924:960:962:966:967:973:978:983:988:989:1152:1189:1208:1212:1221:1260:1263:1313:1314:1345:1359:1381:1431:1432:1433:1434:1436:1437:1516:1517:1518:1545:1549:1571:1575:1588:1589:1592:1594:1605:1617:1730:1776:1792:2196:2198:2199:2200:2525:2527:2528:2538:2539:2551:2557:2568:2610:2682:2685:2693:2734:2859:2895:2902:2911:2933:2937:2939:2942:2945:2947:2951:2954:3000:3022:3138:3139:3140:3141:3142:3586:3742:3769:3865:3866:3867:3868:3870:3871:3872:3873:3874:3934:3936:3938:3941:3944:3947:3950:3953:3956:3959:4043:4250:4321:4384:4385:4395:4425:4552:4605:4636:4648:4659:4805:5007:6096:6261:6291:6359:6657:6669:6678:6691:7576:7774:7802:7860:7875:7901:7903:8550:8583:8596:8599:8603:8828:8957:9010:9025:9080:9153:9177:9343:9388:9416:9545:9908:10009:10305:10346:10848:11026:11232:11233:11253:11641:11657:11914:12043:12050:12294:12354:12438:12555:12663:12682:12698:12737:12740:12895:12903:12986:13025:13139:13149:1
X-HE-Tag: crow39_81fb2e85dbc01
X-Filterd-Recvd-Size: 51459
Received: from mail.uk2.net (imap-ext [216.40.42.5])
    (Authenticated sender: [Removed])
    by omf10.hostedemail.com (Postfix) with ESMTPA
    for <[Removed]>; Sat, 16 Mar 2019 20:24:53 +0000 (UTC)
MIME-Version: 1.0
Content-Type: multipart/alternative;
 boundary="=_893e796b031b057104ebe840f85d92d7"
Date: Sat, 16 Mar 2019 13:24:52 -0700
From: [Removed]
To: [Removed]
Subject: Fwd: Blocked By Ice Update
In-Reply-To: <FE03DCB3-E3CA-46FB-B442-7A49FFA38426@btinternet.com>
References: <2FC0B1EB-CFC1-4E57-9FE1-3FCE775AC69A@btinternet.com>
 <FE03DCB3-E3CA-46FB-B442-7A49FFA38426@btinternet.com>
Message-ID: <3a39496f01baf677aea8f7e7ef821c9c@uk2.net>
X-Sender: [Removed]
User-Agent: Roundcube Webmail/1.2.7
X-Originating-IP: [46.208.117.191]
Moderator's note by Mike (Mav): Personal information removed from a public forum (to an area that staff can see).
5 REPLIES 5
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Plusnet Help Team
Plusnet Help Team
Posts: 8,069
Thanks: 959
Fixes: 391
Registered: ‎01-01-2012

Re: Undelivered mail - I believe this is the only way to raise a ticket

Sorry to hear this.

I've raised a ticket on your account here. If you can respond to it with a copy of the full mail headers and then post back here once you've done so we can pass this to the relevant team.

 

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
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Grafter
Posts: 34
Thanks: 1
Registered: ‎16-03-2019

Re: Undelivered mail - I believe this is the only way to raise a ticket

Sounds like you've got the same issue as described here and there are a couple of workrounds that may work for you until this is fixed properly:

email-forwarding-from-123Reg-Host-Europe

@LaurenB has raised an incident about this (IMT-3671) although the Service Status page still says there are no mail issues 😞

Status page says some change to outgoing mail servers was rolled back on Friday but issue started sometime Thursday afternoon / early evening (for me at least).

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Plusnet Help Team
Plusnet Help Team
Posts: 15,143
Thanks: 445
Fixes: 124
Registered: ‎27-04-2007

Re: Undelivered mail - I believe this is the only way to raise a ticket

Hi @shermans, we've added some information to the open ticket on your account in relation to what @balvack2 has mentioned: https://www.plus.net/wizard/?p=view_question&id=188460389 please let us know here once you've responded. 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
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Grafter
Posts: 34
Thanks: 1
Registered: ‎16-03-2019

Re: Undelivered mail - I believe this is the only way to raise a ticket

pretty disappointing to say the least that Plus support are having to rely on customers telling each other about ongoing problems and workrounds, especially given this has been an ongoing issue since Thursday....

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Pro
Posts: 1,260
Thanks: 93
Fixes: 3
Registered: ‎07-09-2007

Re: Undelivered mail - I believe this is the only way to raise a ticket

I have now received the following totally unsatisfactory email from Plusnet :

"

Question #188460389 

I have now passed this information to the relevant team for further investigation and I will close this ticket. The purpose of this ticket was to obtain the information that you have provided and now that it's been added to the issue it's no longer required but I assure you that the problem is being investigated to come to a resolution as soon as possible."

I am really getting very fed up because nothing is happening, there is no feedback, the problem is worse than ever and I am not receiving emails, but Plusnet is just shrugging its shoulders and doing nothing at all about it.  I have absolutely no update of any sort, but more importantly, I am unable to add further information because the ticket has been closed without reference to me.

Please would someone from Plusnet respond to me and tell me what is going on and when I may expect to have my email service re-instated ?

The information which I want to add to the ticket is that I now discover that it is not just my INCOMING emails that are effected by this but also my OUTGOING emails which are not being received by others because they are evidently tagged as SPAM.  This situation has become intolerable.

I have discovered that I am not alone in this.  Hundreds of other customers are suffering and there is a parallel thread at :

email forwarding from 123Reg/Host Europe 

https://community.plus.net/t5/Email/email-forwarding-from-123Reg-Host-Europe/td-p/1621943

where you can see what a real mess this is.

In the meantime, I have disabled my Plusnet SPAM filter because it has been recommended to do so, but of course that will end up with me receiving a whole lot of spam.  But it has still not fixed my baility to SEND emails ebcause they all get marked as SPAM !  But no-one from Plusnet is listening and there is no way to add this additional information to the Question.

So, no update to the issue.  No possibility to add further information.  For heaven's sake, Plusnet Team, have some sympathy with your customers' difficulties and talk to us !