topic Re: Email client problems since Free-online changed to Greenby in Broadband & Landline

Email client problems since Free-online changed to Greenby

Silverwhistle — Mon, 10 Nov 2025 22:21:24 GMT

Hi, I'm having problems with my email clients on my desktop computer since Greenby took over plusnet/free-online. I think it may be the Ports that are required. I keep being told that my User Name and Password aren't recognised (even though they're correct) and it won't save the settings that Greenby has given me for the servers. Please advise, or am I going to have to use Webmail all the time now?

Re: Email client problems since Free-online changed to Greenby

Silverwhistle — Thu, 06 Nov 2025 21:53:52 GMT

Hi, I'm having the same issue: have just been migrated from Plusnet to Greenby, and I can't send emails from my computer, only on webmail. They ask for

Port: 25
SSL/TLS: Off
SMTP authentication: Off

Re: Email client problems since Free-online changed to Greenby

XRaySpeX — Mon, 10 Nov 2025 22:35:00 GMT

Do I need to change any settings?
No, your email settings will remain the same. You don’t need to do anything to continue using the service.

But let's check! What have you put as the Incoming & Outgoing Server settings (all of them) in your Mail app, obscuring your name?

Re: Email client problems since Free-online changed to Greenby

Silverwhistle — Mon, 10 Nov 2025 23:06:43 GMT

I had to make changes because it wasn't working at all. I was told to use;

Incoming (IMAP):

Server: imap.free-online.net
Port: 143
SSL: Off
Username: [full email]
Password: your mailbox password

Outgoing (SMTP):

Server: relay.free-online.net
Port: 25
SSL: Off
Authentication: On
Username: [full email]
Password: your mailbox password

but because the mail client won't accept my identity, it won't save the changes to server and port, or save the SSL being turned off. Port 25 seems to be a significant problem. It also asks for a Path Prefix.

I had previously been using an incoming POP, too.

Re: Email client problems since Free-online changed to Greenby

XRaySpeX — Mon, 10 Nov 2025 23:21:03 GMT

It's Port 143 & 25 that's throwing you. They are unauthenticated & so only work when you access them from PN BB.

Change Port 143 to Port 993 SSL ON.

Change Port 25 to Port 587 SSL ON or failing that Port 465 SSL ON.

Re: Email client problems since Free-online changed to Greenby

Silverwhistle — Mon, 10 Nov 2025 23:57:55 GMT

Thanks, but it's still not recognising username and password.

Greenby's Support had said that it has to be the ports they specified.

I really don't know what to do. I don't want to have to change my email address and lose my website by going to another ISP. Am at my wits' end with this. It's been a problem all weekend.

Re: Email client problems since Free-online changed to Greenby

XRaySpeX — Tue, 11 Nov 2025 05:01:00 GMT

What settings were you using before Greenby told you to change them? Were they like How to set up Plusnet email > What other settings do I need?

Is it possible that Greenby don't recognise '.free-online.net' for Server names; only '.plus.net'? What happens if you try changing them so?

What email client are you using? It shouldn't have to auth your creds just to change your settings even if you got them wrong (you can always correct them later).

Re: Email client problems since Free-online changed to Greenby

Silverwhistle — Tue, 11 Nov 2025 21:47:05 GMT

Thanks. I have both Apple Mail and Outlook installed on my desktop machine (an old Mac that runs on OS X Sierra).

It does recognise free-online. I think it's the ports that are the root of the problem.

Re: Email client problems since Free-online changed to Greenby

XRaySpeX — Tue, 11 Nov 2025 22:14:09 GMT

So do I! You shouldn't be using ports 25 & 143 when off PN BB.

With Outlook at least you should be able to change server settings if you don't do "Test a/c settings".

Yes, '*.free-online.net' & '*.plus.net' for servers both exist & arrive at the same server '*.enmail.co'. I can reach them over TELNET.

Re: Email client problems since Free-online changed to Greenby

Silverwhistle — Tue, 11 Nov 2025 22:29:11 GMT

The problem is, Greenby doesn't give any alternative servers. It insists on those.

Re: Email client problems since Free-online changed to Greenby

XRaySpeX — Tue, 11 Nov 2025 22:35:45 GMT

But they can't stop you changing them & trying them out.

After all, they do say themselves "No, your email settings will remain the same. You don’t need to do anything to continue using the service" (as per my 1st reply) & PN officially stated their server settings in How to set up Plusnet email > What other settings do I need? which I've gone by.

Re: Email client problems since Free-online changed to Greenby

Silverwhistle — Tue, 11 Nov 2025 22:52:51 GMT

The error messages I get with Outlook are:

OK IMAP4 ready

Could not retrieve mail.

Error code: -16997

Connection to Server failed or was dropped

Mail could not be sent

Error Code -3253

Re: Email client problems since Free-online changed to Greenby

Mustrum — Tue, 11 Nov 2025 22:53:26 GMT

@Silverwhistle have you reached out for help on the Plusnet Forum?

They have people with similar issues, but also people who should be able to give direct support with your problem.

https://community.plus.net/t5/Email/bd-p/Email

Re: Email client problems since Free-online changed to Greenby

XRaySpeX — Tue, 11 Nov 2025 22:55:46 GMT

With what settings?

Re: Email client problems since Free-online changed to Greenby

Silverwhistle — Tue, 11 Nov 2025 23:22:57 GMT

Various permutations. I won't be able to phone EE until Thursday, which is my day off.

Tbh, am just sick and tired of it and will have to resign myself to just using Webmail. Am not happy about Plusnet dumping us this way.

Re: Email client problems since Free-online changed to Greenby

Silverwhistle — Tue, 11 Nov 2025 23:31:43 GMT

Yes, I have. No luck there, either, and other people seem to be having problems, too. Keep going round in circles, trying different permutations of settings, none of which work.

Re: Email client problems since Free-online changed to Greenby

Mustrum — Tue, 11 Nov 2025 23:52:47 GMT

@Silverwhistle you issue has nothing to do with EE.

I have now seen your posts on PN, but you have not provided any details, or answered questions that were asked.

Re: Email client problems since Free-online changed to Greenby

Silverwhistle — Wed, 12 Nov 2025 21:23:41 GMT

I'll go back on there. I didn't know if there was still any point.

Re: Email client problems since Free-online changed to Greenby

Silverwhistle — Sun, 16 Nov 2025 01:02:47 GMT

Sorted! In trying to make a 'strong password' I'd used a character that wasn't recognised, which had screwed up the ability to receive emails. I've also played around with ports for outgoing email, and found one that works.

Re: Email client problems since Free-online changed to Greenby

XRaySpeX — Sun, 16 Nov 2025 01:25:05 GMT

Which outgoing port is that?