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unable to sed emails from abroad

outinthesticks
Grafter
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Registered: ‎15-01-2008

unable to sed emails from abroad

I'm in Sweden & this morning I'm unable to send emails. I can receive them OK. This applies to several devices - MacBook, ipad and iPhone, Have checked all the server settings and they seem fine. This has happened before but I can't remember how it was resolved. Unable to reach customer support hence this post.

22 REPLIES 22
MisterW
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Re: unable to sed emails from abroad

Just checking the obvious first:-

You've got smtp authentication checked for the outgoing server , you have ssl/tls disabled , you have the account username/password set on the outgoing server , and are using port 587 ?

If all that's correct then :-

Are you trying to send many emails ?, there is quite a low threshold of the number you can send on a non-plusnet connection in a short period

It's possible that the public IP you are on has been blacklisted by someone using it previously. I've seen this occasionally when I've been in Portugal. If you have control of the broadband connection you could try disconnecting/reconnecting to see if a different IP may be allocated

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.

outinthesticks
Grafter
Posts: 59
Thanks: 6
Registered: ‎15-01-2008

Re: unable to sed emails from abroad

Thanks. Yes all those settings are fine. I've rebooted the router. I'm trying to send just one email. See attached screenshot of error message,

 

dvorak
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Re: unable to sed emails from abroad


Moderators Note


This topic has been moved from Chat to E-Mail

Customer / Moderator
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If it fixed it click 'This fixed my problem'
MisterW
Superuser
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Re: unable to sed emails from abroad

@outinthesticks

Thanks. Yes all those settings are fine. I've rebooted the router. I'm trying to send just one email. See attached screenshot of error message,

Yep, from your screendump that looks remarkeablly like your public IP has been blacklisted

authentiication rejected as source IP has a poor reputation

There was a similar problem not long ago on this thread https://community.plus.net/t5/Email/authentication-rejected-as-source-IP-has-a-poor-reputation/m-p/1... which has a link to request Cloudmark to remove the IP from the list.

 

In the meantime, if sending the mail is urgent, you could use webmail. That will send, no problem. If you're using IMAP on all your devices then it should synchronise the SENT folder with webmail. If not then bcc yourself a copy if neccessary

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.

Gandalf
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Re: unable to sed emails from abroad

Hi there.

Apologies for the delayed staff response, we don't actively monitor the general chat board.

I'd too agree with @MisterW in that it looks like your IP has been blacklisted and I'd raise that to Cloudmark here: https://csi.cloudmark.com/en/reset/?ip=37.156.75.219 using webmail in the meantime.

Let us know if you need any further assistance.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role within Plusnet.
 Anoush Mortazavi
 Plusnet
outinthesticks
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Re: unable to sed emails from abroad

thanks for the response. I'm perplexed as to why my IP address has acquired a poor reputation. Colleagues with other ISPs are not having any problems. As you suggested  I've raised it with Cloudmark and hope it can be resolved quickly as neither my wife or I have been able to send emails all day. Webmail is not satisfactory.

MisterW
Superuser
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Re: unable to sed emails from abroad

I'm perplexed as to why my IP address has acquired a poor reputation

Assuming you're dynamically allocated an IP (most ISP's do this by default) it's most likely attributed to someone who had been allocated that IP previously. As I said earlier, sometimes dropping the connection can obtain a different IP, in your case that didn't seem to work. It's possible that you need to leave it disconnected for 30 mins or so to improve the chances of a different IP. If you want to try that again then use http://www.whatsmyip.org/ to check what your current IP is, then see if it changes after the disconnect.

Be wary of doing too many disconnects though, I don't know about Sweden but in the UK the BT DLM will see disconnects as instability and reduce the speed to try to correct it.

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.

outinthesticks
Grafter
Posts: 59
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Registered: ‎15-01-2008

Re: unable to sed emails from abroad

Cloudnet reset my IP reputation yesterday afternoon but this morning I'm still unable to send emails. I'ver asked them to look at it again. 

outinthesticks
Grafter
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Re: unable to sed emails from abroad

a further development - Cloudnet requested a screenshot of the error message which I duly sent and have received the following reply from them:

 

"The screenshot isn't particularly helpful to determine the exact cause of this issue as it doesn't provide even the basic information about what IP is being rejected, nor is it clear that this rejection has anything to do with an IP listed as poor with us"

 

So I'm no further forward and still unable to send emails. Can you help please Plusnet?

 

Thank you.

TheMightyAJ
Plusnet Help Team
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Re: unable to sed emails from abroad

Hi @outinthesticks,

I'm sorry to hear that you're experiencing this issue. Have you been able to try sending the emails whilst connected to another network?

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
MisterW
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Re: unable to sed emails from abroad

@outinthesticks

"The screenshot isn't particularly helpful to determine the exact cause of this issue as it doesn't provide even the basic information about what IP is being rejected, nor is it clear that this rejection has anything to do with an IP listed as poor with us"

 Technically they're correct, the screenshot you posted doesn't contain the IP address and there's nothing in it to identify it as a Cloudmark problem, although we know it is. Having said that, I don't see what you can give them that WILL provide that information.

@TheMightyAJ could one of the PN staff check whether the IP (I assume the one @outinthesticks is posting from?) is or isn't on the CSI poor reputation list please. I don't think users can actually check,they can merely request removal of an IP

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.

LaurenB
Plusnet Help Team
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Re: unable to sed emails from abroad

Sorry to hear of the issues you are experiencing @outinthesticks, can you confirm if you entered the IP manually on the link Anoush sent you? The IP pre-filled in the link he provided doesn't seem to be the IP you're currently posting from.

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
MisterW
Superuser
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Re: unable to sed emails from abroad

Thanks @LaurenB seems like @outinthesticks IP may have changed at some point. Could explain why the CSi reset didn't seem to work.

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.

outinthesticks
Grafter
Posts: 59
Thanks: 6
Registered: ‎15-01-2008

Re: unable to sed emails from abroad

No I didn’t enter the IP address manually, I’ve no idea where to find it. Thanks for pursuing.