mail recieved by plus.net not being delivered to user mailbox
One of my own customers, who is also a plus.net customer, called today as they were not receiving e-mail on their iMac. They had already called plus.net support and been told there was nothing wrong at the plus.net end. I've just spent an hour on the phone, which we will charge for, proving without doubt the issue is with plus.net servers and nothing to do with the iMac.
- No new mail has been delivered to the mailbox since yesterday
- It is not just the iMac not receiving new mail but every device.
- Newly sent mail is not visible in the plus.net webmail interface.
- We did what most of our customers would not be able to do, sent a trace message and looked at the logs (below).
Perhaps someone at plus.net who has a clue when it comes to e-mail could look into what happened to our trace. Plus will be able to identify their customer from the email address. Wouldn't it be great for Plus to volunteer to refund our charge before the customer asks.
Subject: mail route test
Received -> Processed -> Sent
Date (UTC+00:00) |
9/9/2021, 5:27 PM | Receive | Message received by: ********
9/9/2021, 5:27 PM | Submit | The message was submitted.
9/9/2021, 5:27 PM | Send external | Message sent to mx-trial.core.plus.net at 126.96.36.199 using TLS1.2 with AES256