E-mail Support

[#1]

I joined madasafish many years ago and still have the email address. I have had a lot of helpful Plusnet, (PN), staff help me over the years, but I am afraid that the support is now coming to the end with my problems and their decision to make further changes as of late. I was recommended to get onto this forum to see if I could get any help.

Because of the lagging and other issues with PN, I only use them in an emergency, such as I am now. My main "carrier" is Thunderbird, (TB),  on which I have used my madasafish email address most of the time that I have had it. I don't want to change either my email address or TB unless I absolutely have to, as I really like the layout and working of TB.

My main problem at the moment is that I cannot send emails, although I can receive them. Last month, I was so pleased to have been able to send emails from TB again, which was possible simply by PN changing my password - it had been many months that I was unable to send emails.  But this morning, I simply ticked the box to save my password, which immediaely prevented me from sending or forwarding emails.

I contacted PN again, when they again changed my password, but this time, it did not work. They told me perhaps I would need to contact TB, although they had advised me to contact PN! since the problem re-occurred by checking the password save function, I would have thought it would be an easy fix, but this time PN could not help me.

The TB forum advised that I change some port settings etc, but nothing has changed. I also have been happy to find that the TB have got an ap for mobiles, which I have been using, but I cannot see any way to send emails from the app, only to receive. You can probably guess by now that I am not exactly a techie, so I would really appreciate some help.

[#2]

@stixman 

This Diagnosing email server connectivity issues - the guide might help you determine where the issue lies.

Take note of the "Configuration" section which details the correct servers settings.

[#3]

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@stixman wrote:

My main problem at the moment is that I cannot send emails, although I can receive them. Last month, I was so pleased to have been able to send emails from TB again, which was possible simply by PN changing my password - it had been many months that I was unable to send emails.  But this morning, I simply ticked the box to save my password, which immediaely prevented me from sending or forwarding emails.

I contacted PN again, when they again changed my password, but this time, it did not work. They told me perhaps I would need to contact TB

The TB forum advised that I change some port settings etc, but nothing has changed.

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Lots of bad advice here!

As described in the email diagnostic thread, there are a multitude of conditions which will report as "bad password" when there is nothing wrong with the password.

Ticking the box to save your password, could have over written the already store correct password.

As for needing to change the password, read this...

Reset email password

If you are not able to login to the email address using webmail, then it is likely that your email address has been identified as being compromised and has had its password changed. Where email address passwords have been changed to protect the integrity of the service, the Plusnet account password is left unchanged.

Which ISP are you with, Plusnet or one of the other / legacy vISPs?

Plusnet / Force9 / FreeOnline users can only change the password on the DEFAULT email address by changing the password on the user ACCOUNT through the user portal. You can change the password on a secondary mailbox using the Manage My Mail options in the user portal.

Brightview users (Madasafish / FreeNetName / GlobalNet / IC24 / ICScotland / Dialstart / Totalise) logging into webmail should use their full email address. Use the MAAF user portal to update the password on the default email address (change the account password) and use this MAAF guide to change the password on a secondary mailbox address. If you cannot recall the account password, you will need to contact support ... because the account password change process sends an email to the mailbox you cannot now access.

DO NOT USE THE SAME PASSWORD AGAIN for that would allow the continued exploitation of the account. The new password should be cryptic and not one used before.

Note that changing the account password will change the password used for logging on to the relevant user portal. If your email service is NOT a retained legacy service (one associated with a retired internet service account), then the password required by the router to connect to the internet will be changed too. If the router is a Hub Zero or a Hub One supplied by Plusnet it should update automatically. If not, you will need to log into the router, drop the connection, change the password yourself and reconnect.

On the assumption that the email address password has been compromised, I strongly recommend that wherever you have used that email address / password combination as access credentials to services such as Amazon, Netflix, eBay etc., that you also change the passwords on those service as well.