topic Re: Re: Email not working when on mobile network in Apple Devices

Re: Email not working when on mobile network

joncactus — Thu, 15 Sep 2022 15:30:21 GMT

I am a web developer and I run email servers and provide email accounts to my customers. One of them is having a very similar problem on their iPhone and iPad: When either device is connected to the EE mobile network they can not send email. They can still receive fine but not send. The problem is that their phone can not connect to the outgoing SMTP server. I am also an EE customer and can not replicate the problem on my iPhone.

I would also like contact from EE support to help with this, could somebody get in touch please.

Re: Re: Email not working when on mobile network

James_B — Thu, 15 Sep 2022 17:59:22 GMT

Hi @joncactus,

Welcome to the EE Community.

This doesn't sound like a network issue if you're unable to replicate the issue on your EE device. Have you checked they're using the same mail settings as your iPhone?

James

Re: Re: Email not working when on mobile network

joncactus — Fri, 16 Sep 2022 08:11:26 GMT

Hi @James_B

Yes, I've already checked and the mail settings match perfectly. I would usually agree with your observation that if I can't replicate the issue on my EE device this is not a network issue. However there are other observations that do point to a network issue:

The problem exists on both their iPhone and iPad only when connected via the EE network. If they connect via wifi there is no problem.
Lots of other people in this discussion appear to be having similar problems.

I'm not sure what to think as applying logic to any one observation in isolation produces a simple and clear answer but taking them all together leaves me confused.

I'm wondering about DNS settings such as SPF, DKIM & DMARC and if the EE network won't connect to a mail server unless it has some/all of these in place. However these are usually checked by the receiving mail server.

Jon

Re: Re: Email not working when on mobile network

James_B — Fri, 16 Sep 2022 14:42:09 GMT

Hi @joncactus,

Thanks for confirming. Has your customer reported the issue to our Technical Support Team?

James

Re: Re: Email not working when on mobile network

mbdrake76 — Fri, 16 Sep 2022 21:44:11 GMT

Having worked for a number of ISPs in my time (and in the abuse departments there too), there are quite a few web hosts that will block SMTP from being sent from mobile and broadband networks or, at least, on port 25.

It may be possible to get around this if the SMTP server is able to receive mail to be sent via another port number. Have you tried using TLS on ports 2525, 465, and 587 at all?

Another test would be to try a dedicated SMTP service (such as Sendinblue) outside of the ISP/web host.

Re: Re: Email not working when on mobile network

Redmike57 — Wed, 02 Aug 2023 14:38:30 GMT

I am having the same problem. via internet i can send emails but not via network. i get an error message on SMTP and when i update it says it cant connect to server.

Re: Re: Email not working when on mobile network

Leanne_T — Wed, 02 Aug 2023 15:31:43 GMT

Hi @Redmike57

Which email provider do you use?

Can you send emails when connected to WiFi?

Leanne.

Re: Re: Email not working when on mobile network

Redmike57 — Wed, 02 Aug 2023 15:44:55 GMT

Hi Leanne,

My email provider is SiteHQ for my business e-mails.

When I am connected to the internet they send OK.

Regards,

Mike ****

****************************

[mod edit: removed personal details from the forum]

Re: Re: Email not working when on mobile network

Leanne_T — Wed, 02 Aug 2023 15:45:45 GMT

Have they worked previously? @Redmike57

Have you deleted the account and set this back up again?

Leanne.

Re: Re: Email not working when on mobile network

Redmike57 — Wed, 02 Aug 2023 16:08:59 GMT

Hi Leanne,

They worked ok when I first set the phone up earlier this year. To be
honest I don't send a lot of emails from my phone.

I have not deleted the account and set it back up.

Regards,

Mike ****

****************************

[mod edit: removed personal details from the forum]

Re: Re: Email not working when on mobile network

Leanne_T — Wed, 02 Aug 2023 16:09:59 GMT

If you could try this and see if this resolves the emails not sending that would be great @Redmike57

Leanne.

Re: Re: Email not working when on mobile network

Redmike57 — Wed, 02 Aug 2023 16:18:05 GMT

There is nothing showing😊

Mike

xxxxxxxxxxxxxxxx

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

Re: Re: Email not working when on mobile network

Leanne_T — Wed, 02 Aug 2023 16:21:25 GMT

Sorry, what is not showing? @Redmike57

Leanne.

Re: Re: Email not working when on mobile network

Redmike57 — Wed, 02 Aug 2023 16:25:41 GMT

Your last reply was empty.

Mike

xxxxxxxxxxxxxxxx

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

Re: Re: Email not working when on mobile network

Leanne_T — Wed, 02 Aug 2023 16:24:50 GMT

Sorry, yes this was edited after @Redmike57

If you could try this and see if this resolves the emails not sending that would be great @Redmike57

Leanne.

Re: Re: Email not working when on mobile network

bristolian — Wed, 02 Aug 2023 17:05:34 GMT

I suspect that @Redmike57 is using an email client to reply to these forum posts, that's including their default email signature on all replies and that contains an email address/phone number that is having to be retrospectively edited out to avoid them being subject to spam callers.

Re: Re: Email not working when on mobile network

Redmike57 — Fri, 04 Aug 2023 10:45:56 GMT

Hi Leanne,

Deleted account as recommended and now I can load it back on.

All I get is a log-in error saying "your email server certificate is
invalid. Would you like to log-in anyway?" when I press log-in it just
loops back to the message.

Mike Shead

Re: Re: Email not working when on mobile network

Leanne_T — Fri, 04 Aug 2023 10:50:27 GMT

Please contact your company IT department, they will be able to get this looked into @Redmike57

Leanne.

Re: Re: Email not working when on mobile network

Dornford — Fri, 25 Aug 2023 17:13:06 GMT

I am getting exaxtly the same issue on an Android phone. works fine on WiFi, but not via ee mobile. Receives fine all the time, but wont connect to the SMTP server on EE mobile network.

It's my email server and it all worked fine for years, but started failing about 6 months ago.

Anyone got to the bottom of this? I think it might be IPV6 related but I tried specifying the IPV4 ip address instead of the server name but with no joy.

Cheers,

Adrian.