Outlook issues since recent service issue

[#1]

I've just setup POP3 in Outlook to my Force9 account, both these options work :

User name : xxxxx@xxxxx.f9.co.uk
Password : xxxxxx

pop3.force9.net 110
relay.force9.net 25

pop3.force9.net 995 ssl/tls
relay.force9.net 465 ssl/tls

[#2]

The ping timeouts are. It an issue.

The telnet sessions most likely disconnected because you did nothing.

Telnet to POP address / ports is not going to assist you. Please follow the guidance above - just do the each of the next steps without too much of a pause after the response.

[#3]

220 avasout-ptp-004 smtp relay.plus.net
ehlo relay.plus.net
250-avasout-ptp-004 hello [80.229.12.41], pleased to meet you
250-HELP
250-AUTH LOGIN PLAIN
250-SIZE 104857600
250-PIPELINING
250-8BITMIME
250-STARTTLS
250 OK
AUTH login
504 authentication type not supported

Moderator's note by Dick (Strat): Full quote of preceding post removed as per Forum rules.

[#4]

220 avasout-ptp-002 smtp relay.force9.net
EHLO Relay.force9.net
250-avasout-ptp-002 hello [80.229.12.41], pleased to meet you
250-HELP
250-AUTH LOGIN PLAIN
250-SIZE 104857600
250-PIPELINING
250-8BITMIME
250-STARTTLS
250 OK
AUTH LOGIN PLAIN
500 command unrecognized
AUTH LOGIN PLAIN
334 UGFzc3dvcmQ6
************
535 ...authentication rejected
************
500 command unrecognized
************
500 command unrecognized
450 too long without DATA command (closing session)

I managed to get it to respond but it doesn't accept anything I put...

I decoded the 334 ********* as "Password:"

But I tried "encoding" my password and it said no... I tried just entering my password and it said no...
I tried putting my username and encoding username... all of it just gets rejected

[#5]

Hiya @hocking24,

I can see that you have been speaking with Tony on Facebook in regards to the email issue. 

[#6]

Yes,

I tried mozilla thunderbird at his suggestion and that will not work either

Moderator's note by Dick (Strat): Full quote of preceding post removed as per Forum rules.

[#7]

Thanks for getting back to us @hocking24

I can see Tony would like to raise this to our NetOps team for further investigation.

As part of this process, we'd need your permission to change your password to try to replicate the issue.

Looking at the comments you've made elsewhere, I'm afraid we can't tell you the password, because we can't write it down due to security and our NetOps folk, who will be changing the password, don't make or take calls with customers. 

Could you reply to the ticket 221998518 again if you're happy for us to change your password? Once we've completed the investigation, we'll let you know and you can change your password back again. 

If you can post back or message us on Facebook once you've responded to the ticket, we'll make sure that's picked up as soon as we can. I'm really sorry for the inconvenience. 

[#8]

I have replied

Moderator's note by Mike (Mav): Full quote of preceding post removed as per Forum rules.

[#9]

Thanks for the heads up @hocking24

I've added a reply to the ticket 221998518 now.

If you can let me know once you've responded, I'll pick it back up

[#10]

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@Gandalf wrote:

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All replied again, thanks

[#11]

Thanks for getting back to me @hocking24

I've raised a NetOps task under ref INFOPS-72211. As soon as I've got a response within 3 working days, I'll let you know.

[#12]

Hi @hocking24

I've received a response on the NetOps task to advise that if you can receive and send e-mails normally through webmail.plus.net, then there wouldn't be any issues our side that'd affect your mail client in this way

If you're getting errors while setting up your mail client which suggest the username or password is incorrect, then that's normally due to those being correct or the client trying to connect with the wrong details.

I'll be happy to call you back to help you go through the process of setting your e-mails up via your e-mail client and use what's known as Rescue Lens, which can allow me to see your computer through your phone's camera. If you're happy to go ahead, let me know by replying to this ticket when you would be available for me to ring.

I can't call you today but I can do next week apart from Tuesday. I'll be in the office 10am to 6:30pm.

[#13]

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@Gandalf wrote:

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That'd be good.

Monday morning would be good if you can?
I'll also reply to the ticket.

[#14]

Microsoft’s quick assist might be easier.

[#15]

@hocking24, I've updated the ticket, but to post back here, I'll call you back Monday morning.

@Townman, Potentially, but I've got to use our officially supported software.