incoming (receiving) email stopped

[#1]

Hi

I wonder if someone from Plusnet can help please.

Asking on behalf of an anxious elderly lady, whose critical incoming emails have stopped. Emails are for medical appointments.

Nothing has changed on her Windows email client and can SEND emails on this particular email address, but NOT receive, as of last Tuesday or Wednesday, 7th or 8th April.

She is a Plusnet broadband user and has been for very many years.

On one of the renewals, Plusnet CS made a mistake and created a new account, with new email etc.

But because the original account address was so embedded in her life, she wanted to retain access.

Plusnet managed to do that and tie it, somehow, to the new account, which can be seen in the Plusnet account page. So, she has two email addresses.

The Greenby migration happened 26th Feb and emails were received on BOTH email accounts until the 'older' one stopped working last week.

We can only log in to Greenby with the 'newer' account details and can access webmail for the 'newer' email as well.

However, there is no access to the 'older' email account and whilst the Windows email client can happily send emails, it cannot receive any.

Greenby's AI tool is, charitably speaking, useless in this situation.

I don't quite know which way to go, short of having to abandon Greenby and contact numerous NHS departments, pharmacies, transport companies, etc, the list just goes on.

Grateful for a quick resolution.

[#2]

@Katie_B could someone look into this please for this vulnerable customer

My suspicion is that of the two accounts, the newer one may have been given the two year free, whereas the older account may have been set as chargeable after 30 days

[#3]

Just to reiterate, the current Plusnet broadband account has the standard a/c email address (newer email) and also an 'older' email address linked to it, shown on the main account page.

There is only one Plusnet account (newer) and we've had no access to the older account.

Before migration, this older email address was also accessible via Plusnet's webmail page, as well as via our email client.

Where do I go from here?

[#4]

Welcome to the Community, @l0st_ma1l.

We're keen to take a closer look into this one, so I've just sent you over a private message so we can take some more details.

Speak soon,

Peter

[#5]

@l0st_ma1l 

There is only one Plusnet account (newer) and we've had no access to the older account.

If the email addresses have different account names as in <mailbox>@<accountname>.plus.com then they are different accounts. You may not have needed to access the old account to change anything but it exists.

Just to reiterate, the current Plusnet broadband account has the standard a/c email address (newer email) and also an 'older' email address linked to it, shown on the main account page.

Are you referring to the 'contact' email address on the new account ? that doesnt 'link' the email to the new account , its merely where notification emails get sent and can be any email address. My guess would be that when the new account was created , the contact email address was set to the old email address since that was the one that was being used routinely to access email and so any account notifications would be seen. 

[#6]

Thanks for reply. I think you're mostly correct.

Since the new Account came into being, PN notifications went to the newer email address.

The lady's email client accesses both, so as not to miss anything.

Since migration, the account notifications goto both.

[#7]

@l0st_ma1l it needs a staff member to look into this , have you replied to Peters PM ?

[#8]

I have, thank you for your help.

[#9]

I appreciate people are busy, but could someone please give me an update on what's happening?

Peter_JW?

We cannot access any emails today, at all. A little frustrated, especially for the lady concerned.

Nic

[#10]

Hi, we still need HELP, thanks.

@Peter_JW responded late last night, Thursday and Greenby, this morning Friday 7th.

We can now access the emails via Greenby webmail, slow but it works, a plus after TEN days!

However, the email client doesnt connect, wont login whatever we try.

Currently we are using mail.plus.net port:995 and relay.plus.net port:465 on both. SSL and authentication.

The "newer" email address tied to the plusnet bb account uses a username of PN<username>, but the username for the older email address (orphaned) can only be the email address in full, as per webmail.

The plusnet bb account for this older email no longer exists.

Can anyone help get this finally resolved quickly, as the lady in question at 80 is struggling?

Many thanks.

[#11]

@l0st_ma1l 

Currently we are using mail.plus.net port:995 and relay.plus.net port:465 on both. SSL and authentication.

mail.plus.net port:995 is correct for a POP3 connection, mail.plus.net port:993 is correct for IMAP

Strictly speaking it should be relay.plus.net port:587 with STARTTLS encryption although port 465 and SSL should work.

Try using the newer account credentials for the outgoing (SMTP) server.

[#12]

Thanks for the update here, @l0st_ma1l

Is it just the new account that's working, albeit slowly, with Greenby?

Or are both working for you now?

Peter

[#13]

Thanks for the reply.

No just think Greenby server slow on Webmail.

Our problem, now is, the email client, Outlook keeps returning error messages.

Receiving' reported error (0x800CCC1A) : 'Your server does not support the connection encryption type you have specified. Try changing the encryption method. Contact your mail server administrator or Internet service provider (ISP) for additional assistance.

I tried the suggestions made by @MisterW but made no difference.

Baffled,as Greenby should be using the same settings, which haven't changed.

Any ideas?

[#14]

Baffled,as Greenby should be using the same settings, which haven't changed.

It's even more baffling as relay.plus.net still (for the time being) routes directly to the Plusnet servers !

I dont use it myself but I understand that Outlook has a habit of believing 'it knows best' and adjusting settings! 

[#15]

@MisterW , @Peter_JW 

Even more baffling, after speed reading posts in the forum, I noticed somewhere that said use port 110/25, obviously no encryption.

Mail downloads, but I would prefer NOT to be sending stuff in PLAIN TEXT over the "wild west" of the internet!

Noticed a Greenby email (2hours old!) just now in Junk folder (that I couldn't access), suggest I use mail.enmail.co on the SMTP side.

I'll give it a try