smtp.plus.net not responding
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- Re: smtp.plus.net not responding
07-02-2020 5:54 PM
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The stock Mail app on my iPhone has stopped connecting to the mail server (smtp.plus.net). If I use an app to ping or traceroute it they both fail. I've tried various online ping and traceroute utilities, one of which does multiple traceroutes from different start points, and they all fail somewhere in BTs network. PN service status reports no issue. What gives?
Fixed! Go to the fix.
Re: smtp.plus.net not responding
07-02-2020 10:58 PM
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Traceroute to smtp.plus.net (212.159.9.107), 64 hops max.
1 50.187-105-213.static.virginmediabusiness.co.uk (213.105.187.50) time=20 ms
2 popl-lam-5-tenge41-1266.network.virginmedia.net (62.252.29.149) time=15 ms
3 popl-core-2b-ae11-0.network.virginmedia.net (82.14.168.13) time=19 ms
4 *
5 eislou2-ic-2-ae0-0.network.virginmedia.net (62.254.84.62) time=33 ms
6 linx4.ukcore.bt.net (195.66.236.11) time=12 ms
7 core2-hu0-16-0-1.southbank.ukcore.bt.net (109.159.252.243) time=21 ms
8 *
9 195.166.129.176 (195.166.129.176) time=21 ms
10 84.93.224.48.plus.net (84.93.224.48) time=33 ms
11 *
12 *
13 *
14 *
15 *
16 *
17 *
18 *
19 *
20 *
21 *
Re: smtp.plus.net not responding
07-02-2020 11:23 PM - edited 07-02-2020 11:24 PM
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I've just tested this on my own e-mail address in the format of mailbox@username.plus.com and I've been able to send an email from it and that's been successfully received, although I've been using relay.plus.net as the outgoing server.
Can you try changing the SMTP server to that? Let us know how you get on.
[edit]
Also are you able to try sending mail from a different connection than the one you're currently on?
Re: smtp.plus.net not responding
07-02-2020 11:56 PM
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What do you get if you use https://traceroute-online.com/ - I get this:
Hop Host / IP Address ISP Country Packet Loss Response
1 207.99.1.13
router1-nac.linode.com. Linode, LLC
AS8001 - 207.99.0.0/17 0% 0.8 ms
2 173.255.239.10
- Linode, LLC
AS63949 - 173.255.239.0/24 0% 11.2 ms
3 66.198.111.165
ix-ae-13-0.tcore4.njy-newark.as6453.net. TATA COMMUNICATIONS (AMERICA) INC
AS6453 - 66.198.96.0/19 0% 1.0 ms
4 63.243.186.5
if-ae-11-14.tcore2.nto-new-york.as6453.net. TATA COMMUNICATIONS (AMERICA) INC
AS6453 - 63.243.128.0/17 0% 80.5 ms
5 80.231.20.106
if-ae-32-3.tcore2.ldn-london.as6453.net. TATA COMMUNICATIONS (AMERICA) INC
AS6453 - 80.231.0.0/16 0% 77.5 ms
6 80.231.20.2
- TATA COMMUNICATIONS (AMERICA) INC
AS6453 - 80.231.0.0/16 0% 81.1 ms
7 166.49.129.39
166-49-129-39.eu.bt.net. British Telecommunications plc
AS5400 - 166.49.128.0/17 0% 77.4 ms
8 109.159.252.171
core2-hu0-15-0-1.colindale.ukcore.bt.net. British Telecommunications PLC
AS2856 - 109.144.0.0/12 0% 77.3 ms
9 no response
- -
- ??? 0 ms
10 195.166.129.160
- British Telecommunications PLC
AS6871 - 195.166.128.0/19 0% 79.5 ms
11 84.93.232.61
84.93.232.61.plus.net. British Telecommunications PLC
AS6871 - 84.92.0.0/15 20% 88.7 ms
12 no response
- -
-
Bed time, maybe it will have sorted itself out by the morning.
Re: smtp.plus.net not responding
08-02-2020 12:00 AM
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An SMTP server is for sending, something's definitely not right if you're trying to receive mail using smtp.plus.net. The incoming mail server needs to be mail.plus.net (POP3) or imap.plus.net (IMAP). Can you double check the outgoing server in your devices is definitely set to relay.plus.net and the incoming as one of the above?
Re: smtp.plus.net not responding
08-02-2020 8:49 AM - edited 08-02-2020 8:51 AM
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Traceroute to imap.plus.net (217.46.26.38), 64 hops max.
1 50.187-105-213.static.virginmediabusiness.co.uk (213.105.187.50) time=7 ms
2 popl-lam-5-tenge41-1266.network.virginmedia.net (62.252.29.149) time=5 ms
3 popl-core-2b-ae11-0.network.virginmedia.net (82.14.168.13) time=8 ms
4 *
5 *
6 *
7 core1-hu0-7-0-3.southbank.ukcore.bt.net (194.72.16.149) time=365 ms
8 195.99.125.139 (195.99.125.139) time=55 ms
9 ge0-1-0-22.ptn-gw2.plus.net (195.166.129.210) time=30 ms
10 *
11 *
12 *
13 *
14 *
15 *
16 *
17 *
18 *
19 *
20 *
21 *
22 *
23 *
24 *
25 *
26 *
Re: smtp.plus.net not responding
08-02-2020 9:06 AM
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Traceroute to community.plus.net (143.204.195.26), 64 hops max.
1 50.187-105-213.static.virginmediabusiness.co.uk (213.105.187.50) time=48 ms
2 popl-lam-5-tenge41-1266.network.virginmedia.net (62.252.29.149) time=30 ms
3 popl-core-2a-ae11-0.network.virginmedia.net (82.14.168.9) time=32 ms
4 *
5 telw-ic-3-ae4-0.network.virginmedia.net (212.250.14.110) time=28 ms
6 52.95.218.120 (52.95.218.120) time=20 ms
7 54.239.101.30 (54.239.101.30) time=20 ms
8 150.222.65.3 (150.222.65.3) time=41 ms
9 *
10 *
11 *
12 54.239.44.204 (54.239.44.204) time=26 ms
13 54.239.100.76 (54.239.100.76) time=6 ms
14 52.94.35.135 (52.94.35.135) time=40 ms
15 *
16 *
17 *
18 *
19 *
20 server-143-204-195-26.lhr3.r.cloudfront.net (143.204.195.26) time=17 ms
*** Traceroute at destination ***
Re: smtp.plus.net not responding
08-02-2020 11:38 AM
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This doesn't seem like a widespread problem, because I've been able to send mail fine. As you're not on a Plusnet connection, are your devices are set up to authenticate via your username and password when sending mail?
Re: smtp.plus.net not responding
08-02-2020 1:46 PM - edited 08-02-2020 1:47 PM
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As you say it doesn’t look like a widespread problem otherwise you would be inundated. I will be home tomorrow and able to try from my Plusnet (autocorrect changed that to Pilsner!) Broadband and also from my laptop.
The mail client on my phone says ‘The mail server “imap.plus.net” is not responding’. It worked fine until a day or so ago and nothing has changed.
It’s not a disaster as I can use Webmail.
Re: smtp.plus.net not responding
08-02-2020 2:50 PM - edited 08-02-2020 2:51 PM
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I've never pinged or traced our email servers so I'm not sure what a trace should look like normally for this. As you're unable to send or receive mail, I'd suspect this may be IP address related with the internet connection you're on.
Let us know how it goes once you're home. In the meantime, hopefully there's someone who sees this thread and can shed some more light on this.
Re: smtp.plus.net not responding
08-02-2020 5:40 PM
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$ ping -c 10 microsoft.com
PING microsoft.com (104.215.148.63) 56(84) bytes of data.
--- microsoft.com ping statistics ---
10 packets transmitted, 0 received, 100% packet loss, time 319ms
$ telnet microsoft.com 80
Trying 104.215.148.63...
Connected to microsoft.com.
Escape character is '^]'.
wibble
HTTP/1.1 400 Bad Request
Connection: close
Date: Sat, 08 Feb 2020 16:51:02 GMT
Server: Kestrel
Content-Length: 0
Connection closed by foreign host.
$ ping -c 10 relay.plus.net
PING relay.plus.net (212.159.9.107) 56(84) bytes of data.
--- relay.plus.net ping statistics ---
10 packets transmitted, 0 received, 100% packet loss, time 226ms
but talks on port 587 (and also 25 and 465 not shown below)
$ telnet relay.plus.net 587
Trying 212.159.8.107...
Connected to relay.plus.net.
Escape character is '^]'.
220 avasout06 smtp relay.plus.net
quit
221 avasout06 smtp closing connection
Connection closed by foreign host.
Same for IMAP, doesnt ping:
$ ping -c 10 imap.plus.net
PING imap.plus.net (217.46.26.48) 56(84) bytes of data.
--- imap.plus.net ping statistics ---
10 packets transmitted, 0 received, 100% packet loss, time 365ms
but does respond on port 143 (and 993 not shown below)
$ telnet imap.plus.net 143
Trying 217.46.26.38...
Connected to imap.plus.net.
Escape character is '^]'.
* OK [CAPABILITY IMAP4 IMAP4REV1] perdition ready on mail.plus.net 00029c87
1 logout
* BYE IMAP4 server logging out, mate
1 OK LOGOUT
Connection closed by foreign host.
$ traceroute smtp.plus.net
traceroute to smtp.plus.net (212.159.9.107), 30 hops max, 60 byte packets
1 OpenWrt (192.168.1.1) 0.570 ms 0.637 ms 0.701 ms
2 195.166.130.249 (195.166.130.249) 21.645 ms 23.590 ms 24.961 ms
3 gi2-23-442.ptn-gw02.plus.net (84.93.253.75) 24.552 ms 25.590 ms gi2-1-444.ptn-gw01.plus.net (84.93.253.79) 27.031 ms
4 * * *
(same lines repeated)
9 * * *
10 195.166.129.160 (195.166.129.160) 14.447 ms !X * *
(!X means "communication administratively prohibited")
$ traceroute imap.plus.net
traceroute to imap.plus.net (217.46.26.18), 30 hops max, 60 byte packets
1 OpenWrt (192.168.1.1) 0.565 ms 0.666 ms 0.791 ms
2 195.166.130.249 (195.166.130.249) 20.677 ms 21.521 ms 22.266 ms
3 gi2-23-442.ptn-gw02.plus.net (84.93.253.75) 23.822 ms 25.748 ms 26.631 ms
4 * * *
(same line repeated)
30 * * *
Re: smtp.plus.net not responding
08-02-2020 7:30 PM
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Why do you think the servers are not responding?
Few email clients are smart enough to differentiate between and incorrect password and the total inability to reach the server.
If you want to do some useful diagnostics Google accessing IMAP and SMTP servers using telnet. That will prove for sure if you have a connectivity or a password issue.
Is there by chance a VPN involved here?
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: smtp.plus.net not responding
08-02-2020 7:43 PM
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Thanks @seebee that is really useful. Now downloading an iOS Telnet app...
Re: smtp.plus.net not responding
08-02-2020 8:06 PM
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OK, I can telnet to port 143 on imap.plus.net.
Back to the Mail account in the iPhone which was working until yesterday. Now it gets really weird. If I go into the account settings and change the password for imap so that it is incorrect then when it tries to verify it (still in account settings, not the app) it tells me the username or password I is wrong. Then I put the correct password back in and it verifies OK, but when I go to the mail app it says imap.plus.net is not responding when trying to fetch mail. Port is set to 143. Stranger still I can send mail from the same account (relay.plus.net with exactly the same username & password).
08-02-2020 10:57 PM
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Are you attempting to connect over WiFi or 4G?
Telnet connecting, the account set up connecting and the email program connecting are not all in teh same pl;aying field! The Email program on iOS can be tempermental! Have you tried unlaoding the mail app and restarting it? Double click HOME and swipe up on the mail program.
Also try doing a hard restart of the iPhone.
Failing that delete the account and recreate it on the iPhone.
I have seen similar on a number of occasions.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
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