freenetname domain mail not being routed

[#1]

Since the middle of Thursday, any mail sent to email addresses at my freenetname domain (fnwg.co.uk) are being bounced with a 550 error:

Error Details

Error: 550 5.1.351 Remote server returned unknown recipient or mailbox unavailable -> 550 Invalid Recipient <redacted>@fnwg.co.uk Message rejected by: avasin-peh-007.plus.net

I spoke with Customer Support on Friday morning and was told that I was not the only one reporting this issue and that it would be escalated to a higher level of support, but here we are bets part of 5 days later and still no email is being delivered.

Mail sent to directly to the underlying freenetname email address works fine and I can access the mail account using both the webmail and IMAP, and can still send email.

I tried calling Support again this morning, but the agent I spoke to didn't even seem aware of freenetname accounts, or how to access my support log from Friday to follow up.

Anyone here got any advice or help on how I can get the inbound domain mail flowing again...?

[#2]

Sorry to see this issue. 

I've taken a quick look and I hope I've managed to correct it. Can you re-rest in the next hour or so and let me know.

Thanks

[#3]

@plusnettony thanks for picking this up.

I have tried sending mails to <user>@fnwg.co.uk from a couple of different email services and unfortunately they are still not being delivered (at least not yet),

But something has changed in that before the sender was getting that 550 bounce error back almost immediately whereas now there has been nothing returned (so far).  Presumably those test mails are now in a queue somewhere...

As before, mails to <userid>@freenetname.co.uk are delivered to my mailbox immediately.

[#4]

Thanks - I can't see anything obvious wrong on our side. @Gandalf has just sent you a test email, I just want to see if that arrives/bounces.

[#5]

Thanks @plusnettony and @Gandalf . The only email that I have received so far is the PN Community notification of your reply, which is set to go to the @freenetname.co.uk underlying account address.

[#6]

Not sure if it is any help, but I have just tried to move one email to a folder via the webmail interface and got the error message: "Unable to perform operation. No free disk space."...

[#7]

I appreciate the FNN email works, but can you see how full the mailbox is?

[#8]

Is there an easy way to get this information?  I have never found a way to see how much of the account space I am using via the webmail interface.

I normally only know that I am approaching an account limit because the mail app on my phone warns me when the account is above 90% (or so) and then I go and delete some old stuff, but no warning is showing there. And an ironic thing may be that last week I had a big purge of old mails, getting rid of around 100, so there ought to be a reasonable amount of space in my account.  I have just deleted a few more redundant items that I found, but still the disk space error shows if I try to move one fairly small email (24kb).

[#9]

@plusnettony I’m not in the office today, but just wanted to confirm I haven’t received a bounce-back.

@fnwg yeah as far as I’m aware no, there’s not an easy way to check the mailbox size yourself. If you go to ‘settings’ at the top right then ‘folders’, clicking each folder in turn, click the ‘information’ tab, you can find the size of each folder there and add them together. If the total reaches or exceeds 250MB, it’s full. 

But from what you’ve said, it sounds like the mailbox isn’t full, though may still be worth double checking. 

Other than this, I’m sure @plusnettony will be back. 

[#10]

Sounds like the domain name had expired which meant there was no destination to deliver to. Once fixed it takes time for the rerouting to promulgate.

Resending is in the hands of the sender.


After that if the mailbox is full inbound mail (sent to either the domain name or the native address) will be rejected. If mail is still being delivered to the native address, the mailbox is not full.

[#11]

Are you still seeing the same issues this morning?

We've checked the domain and it's not expired. 

[#12]

Unfortunately, yes, still no own domain emails arriving, only ones to freenetname.co.uk.

I have never had any issues with the domain expiring, it has always seemed to be renewed without my input.  But I had checked Nominet as I had seen messages on here that others had had this happen.

A quick tot up of my email folders shows a total of around 190MB and I think I read somewhere on here that the freenetname account limit is 250MB, correct?

[#13]

That is correct - 250MB is the limit across all folders, including inbox, sent, deleted ... and any others you might have.  Note that not all folders might be visible by default on an IMAP client.  Double check to ensure that the client has subscribed to all folders.

Some clients are not tidy in finding and using an existing folder for sent items and trash, with the consequence that they create additional folders which are not visible on other clients.  Use webmail.plus.net to log on to the mailbox and check the folder settings (bottom left cog-wheel).

[#14]

I think our network guys have cracked it.

When you had problems, a couple of changes were made (hence the bounces stopped). It appears, in doing so, the system automatically provided you with a smaller mailbox quota. This has been corrected now, and all should be working.

Once again, apologies for the issues. 

[#15]

@plusnettony 

oooops!!!  

Thank you for the transparency in sharing - it provides new knowledge of something to consider in similar circumstances.

In the same sentiment, what was the nature of the issue which previous "fix" modified the quota?