cancel
Showing results for 
Search instead for 
Did you mean: 

Now 9 days since reporting unable to send emails through Plusnet

Philbert
Grafter
Posts: 43
Registered: 26-08-2007

Now 9 days since reporting unable to send emails through Plusnet

I'd appreciate it if this post wasn't removed from feedback (like the first one), 'cos that's what it is. And it seems to be the only way of getting Plusnet's attention.
Five days ago now, my emails started to be rejected - presumably by the server - apparently if they include anywhere within them my personal domain name, which I've had and used for around 20 years, including using it for about 12 years as my default reply-to address for all emails through Plusnet. This glitch is now blocking all outgoing family emails (unless we use different settings or method).
Posted a support request,  after 30 hours got response which requested I send headers of emails I couldn't send... Asked for clarification.  Nothing.  90 hours after problem showed, posted feedback here.  Got quick response.
Since then I've done what was asked, provided the information as and where requested. I received a 'test' email, presumably to verify my domain name, but with no further iknfo or instruction. That was over 24 hours ago. Since then, nothing. Now 120 hours since email glitch reported.
It might be quicker and more effective to buy a new permanent domain name, and inform everyone to use update their records, and update every website registration, with the new details.  Of course, there's no guarantee the new name wouldn't suffer the same fate.
Twelve years I've been with Plusnet.  So what?
11 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Now 9 days since reporting unable to send emails through Plusnet

Hi Pilbert,
I've taken a look through your account and I can see that Luke is dealing with issue for you on Ticket: 81267853.
The ticket has been passed to our Networks Team for them to identify and locate the source of the problem. Unfortunately not all issues can be dealt with very quickly as cases such as these require input from specialists in their respective field.
Luke will be in touch as soon as he has a further update for you.
Chris Pettitt
Cloud Environments Engineer
Philbert
Grafter
Posts: 43
Registered: 26-08-2007

Re: Now 9 days since reporting unable to send emails through Plusnet

Thanks for the reply.
Yes, this has been progressed, but frustratingly with only partially correct information (omitting details previously provided), as I have now reiterated to that ticket. That is:
Plusnet isn't just blocking emails sent to addresses within my personal domain name, for the last six days it's been targeting outgoing emails that have my domain name anywhere within them, whether in the header (as default 'reply-to') or even only in the body text.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Now 9 days since reporting unable to send emails through Plusnet

The Networks Team have full visibility of the ticket history and would have read your previous comments, however, I can see you've updated the ticket with an explanation of the issue.
This will be picked up ASAP and our Networks Team will be in touch.
Chris Pettitt
Cloud Environments Engineer
Superuser
Superuser
Posts: 11,539
Thanks: 2,957
Fixes: 22
Registered: 22-08-2007

Re: Now 9 days since reporting unable to send emails through Plusnet

Quote from: Philbert
I'd appreciate it if this post wasn't removed from feedback (like the first one), 'cos that's what it is.

Actually it is a request for technical help with an email problem and the email forum is where people who specialise in helping with email problems lurk.  Therefore that is a better forum if it is help you are looking for.
Also running two (or more) threads on the same problem is not helpful.
@mods - can you please consider merging the two threads?
Philbert
Grafter
Posts: 43
Registered: 26-08-2007

Re: Now 9 days since reporting unable to send emails through Plusnet

This is not a request for technical help. This is a diary feedback on the dismal process of trying to obtain technical help.
It is now over eight days since I became unable to send emails from my home PCs. This apparently due to Plusnet suddenly blocking any email which contained anywhere within it (header or body) a personally-owned domain name which I have used as my default reply-to address for around 20 years.
The latest is that after technical intervention from Plusnet, I am now unable to send any emails at all to any email address: "550 <any@domain.co.uk> recipient rejected - relay denied".
Another piece of weirdness: I'd been trying to access the Plusnet 'community' from my standard browser for some minutes: just getting an error message. I eventually immediately got on after opening a window in 'Privacy mode'.
Philbert
Grafter
Posts: 43
Registered: 26-08-2007

Re: Now 9 days since reporting unable to send emails through Plusnet

NB This is feedback. This is not a request for tech advice. Do not move to another forum
My request for tech assistance for a Plusnet-based glitch remains by ticket through Member Centre 'support'.
Was previously on this forum as "Now 120 hours since reporting unable to send emails through Plusnet". Now it's over 9 days I've been unable to send email.
Original problem turned out to be my outgoing emails were being blocked by Plusnet if they included anywhere in them (header or body) reference to a personal domain name of mine, used for almost 20 years as my default reply-to address. Plusnet tech misunderstood this, despite detailed info provided, as being that only emails to that domain name were being blocked.
After action by Plusnet tech support, all my outgoing emails are now blocked (error "550 <name@anydomain.co.uk> recipient rejected - relay denied"). I provided an update on this, with full error messages, to support ticket.
That was over 24 hours ago. No reply.
Only advice I need is on "What can I do to get the service I'm paying for?"
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: Now 9 days since reporting unable to send emails through Plusnet

Topics merged and title changed to 9 days
Community Gaffer
Community Gaffer
Posts: 13,224
Thanks: 966
Fixes: 81
Registered: 04-04-2007

Re: Now 9 days since reporting unable to send emails through Plusnet

Quote from: Philbert
After action by Plusnet tech support, all my outgoing emails are now blocked (error "550 <name@anydomain.co.uk> recipient rejected - relay denied"). I provided an update on this, with full error messages, to support ticket.

I'm struggling to see how the action we took can be related to this latest problem. All we did was submit a request to our anti-spam vendor to request that they reset the reputation for your domain name. We haven't altered anything at our side.
I'm unable to replicate the problem you're experiencing so would appreciate it if you could test again and let me know the outcome.
Thanks.

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

Philbert
Grafter
Posts: 43
Registered: 26-08-2007

Re: Now 9 days since reporting unable to send emails through Plusnet

Pleased and relieved to say I've just managed to send an email from one PC.
Cheesy
Whatever the solution, I'd say that I am confident in Plusnet's ability and determination to assist with and eliminate subscriber problems: my only gripe is when the process is so protracted.
Over the 12 or so years I've been with Plusnet, I've had no significant proplems (until this one), and what problems I did raise as a ticket to member support were usually competently dealt with within a much shorter time.
This is the first occasion I've had to wait so long before responses, and the first time that what I wrote appeared misunderstood.
Hopefully my email problems are now resolved, and hopefully it'll be a long time before I need Plusnet's expert assistance again.
Community Veteran
Posts: 5,597
Thanks: 619
Fixes: 1
Registered: 21-03-2011

Re: Now 9 days since reporting unable to send emails through Plusnet

Though I do not use PlusNet servers for email relay, I sometimes find sending of emails from the email client  (via SMPT to the mail server) on my PC is blocked by my own anti-virus software. This does not happen frequently, but when it does I cure it by rebooting the PC or in extremis turning off the anti-virus software to get the transmission going. Could you have a similar problem?
Now Zen, but a +Net residue.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Now 9 days since reporting unable to send emails through Plusnet

You mentioned your Anti Virus software - it is possible that your Anti Virus program has a firewall built in or/and has Anti spam protection which may be a little restrictive in not allowing you to send e-mails.
It might be worth looking at your protection program to ensure that it's not causing the problem.
Chris Pettitt
Cloud Environments Engineer