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garal72
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Email won't send/receive over wifi

Hello, really hoping someone can help...

I recently (Monday 27th) moved my domain hosting (and email) and ever since I have not been able to connect to the new mail servers. I spoke to VM Cust Serv to see if there was a filter or block in place to check port access, but all is apparently clear.

I thought this was a Mac issue and looked on the apple forums to no avail. However, just out of luck, I was out of wifi reach and I tried to connect my laptop via my iPhone hotspot and all emails downloaded. I then tried this with my iMac, and the same - all emails downloaded.

After 4 days of utter frustration, checking settings with new hosting, checking access their end (it's all working), deleting email folders, reinstating email folders, rebuilding mac Mail etc, I am no further forward and am still connecting over my mobile hotspot!

Just to add, this is not a virgin mail account and all regular internet access is as normal.

I'm not a techie (as you can tell!) and run a small business from home, so any help/thoughts would be really appreciated.

Thanks in advance!

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Message 2 of 22
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Re: Email won't send/receive over wifi

Hi garal72,

This is a strange issue but one I shall be happy to tackle. Welcome to our Forum by the way, glad you found your way here Smiley Happy

So I have a few questions:

  • What is your email domain (just the domain not the address in full)?
  • What error message is returned when you attempt to open your mail client?
  • What are your current email server settings (for both incoming and outgoing servers)?

I'm hoping your replies to the above will enlighten me as to what's going on so look forward to hearing from you.


Jen
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garal72
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Message 3 of 22
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Re: Email won't send/receive over wifi

Hi Jen

Thank you for your response...the issue is still ongoing :0(

To answer your questions:

  • My email domain is bravesoldier.co.uk
  • Error message for all email accounts (they just keep on trying to download and end up with an exclamation mark next to them) is "There may be a problem with the mail server or network. Verify the settings for account <account name> or try again. The server returned the error: The server <server name> cannot be contacted on port 143." This is the same for Gmail also "There may be a problem with the mail server or network. Verify the settings for account <account name> or try again. The server returned the error: The server “imap.gmail.com” cannot be contacted on port 993."
  • For my domain email accounts, the settings are 143 incoming and 25 outgoing and I have tried SSL on and off for both, checked time and time again that all passwords and user names etc were correct; Gmail is standard gmail settings.

After reading I don't know how many websites this weekend, do you think it may be worthwhile asking VM for a new IP address? I have also tried to ping my domain from here and can't get through, similarly I ran traceroute & telnet through terminal and was unable to connect to remote host, so something is going on somewhere!

Also for info, when my web/mail guy sets up my email account on his computer, all my emails deliver with no issue. I have spoken with VM customer services to ask if there was a possible spam filter or firewall that could be causing issues as my website was hacked and was spamming briefly, and therefore could my IP or domain have been blacklisted? They told me everything was working fine with my router - which is not really what I was asking! I know my router is working ok!

The reason I moved my hosting and email was because the provider was really not being very helpful as to the hacking cause other than saying I might have a virus or trojan on my Mac which was causing it and just kept taking my website down (I have Norton on everything - Mac/Book, pc and phones - and all are clear).

Sorry - probably way more info than you need right now, but I am sure you can see I have been trying everything!

Thanks so much in advance!

Garal72

 

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Superuser
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Message 4 of 22
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Re: Email won't send/receive over wifi

You can't simply ask Virgin for a new IP address, unfortunately.  While they are allocated by DHCP the nature of DHCP itself and the broadband connection means that the ones we have are very sticky.  Mine changed last week for the first time in over a year, presumably due to a network re segmentation.

However, I would post a full tracert to the mail server so we can see where it runs to.  Do this for imap.gmail.com as well as that one should definitely be working.

It might be worth asking your email provider to check if they are blocking your IP on their system.  NOTE: If they point out that your home IP is blacklisted, ignore them, unless you are actually running a mail server at home, and based on a quick check, I don't think you are, email blacklists won't be causing this.

Tim

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Chiny
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Re: Email won't send/receive over wifi

Intriguing one Smiley Frustrated   I'd probably start by looking at what the iPhone hotspot does to the connection - if it works where other connections don't, there must be a difference.   Port numbers ?  Servers ?     This did make me look at your DNS to see who you are using for email but that became too much work, sorry.

It might be worth checking what other ports your provider uses and give them a whirl.   Passwords; provided how - not in the clear presumably (words like STARTTLS could be involved) ?

Are you comfortable using "Terminal" on that iMac - if so, manual, hand-typed connections reveal much - bit geeky though.

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Message 6 of 22
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Re: Email won't send/receive over wifi

Chiny - most cases like these are often down to an IP block at the email providers end.

Here's what we know from the first post.

1. Email works fine over non VM connection.
2. Email fails on VM connection

From this information I really wouldn't ask the OP to start messing with email ports - although it would be better if his provider allows connections over SSL/TLS that he sets his email up to use this instead.

Seeing a full tracert would reveal much, I'm reasonably certain we'll see it fail just before it hits the final hop over the VM connection.

@garal72 One thing I didn't mention is that if you don't know your public IP you can get it by typing IP into a Google search or going to http://whatismyipaddress.com

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garal72
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Message 7 of 22
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Re: Email won't send/receive over wifi

Hi @ravenstar68

Thanks for your post. I have already checked there are no blocks in place with my mail (and hosting) provider about - all is fine. From their point of view there is something stopping me locally from downloading. I will post results of traceroutes.

Thanks
Garal72
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garal72
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Re: Email won't send/receive over wifi

Hi Chiny

Thanks for that - I am a bit stumped why the iPhone hotspot works as essentially it utilises my wifi...which nothing else can! Ports etc...no idea here! Happy to use terminal as have run Telnet and Traceroutes over weekend to try and see what is going on - I will paste the trace route now but previously I could not connect to the remote host and so there is a restriction somewhere...

Thanks again
Garal72
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garal72
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Re: Email won't send/receive over wifi


Chiny wrote:

Intriguing one Smiley Frustrated   I'd probably start by looking at what the iPhone hotspot does to the connection - if it works where other connections don't, there must be a difference.   Port numbers ?  Servers ?     This did make me look at your DNS to see who you are using for email but that became too much work, sorry.

It might be worth checking what other ports your provider uses and give them a whirl.   Passwords; provided how - not in the clear presumably (words like STARTTLS could be involved) ?

Are you comfortable using "Terminal" on that iMac - if so, manual, hand-typed connections reveal much - bit geeky though.

 

Here are the result of both my domain and imap.gmail.com trace routes - mine doesn't resolve by the looks of it.

traceroute to bravesoldier.co.uk (77.72.204.44), 64 hops max, 52 byte packets
1 * * *
2 * * *
3 watf-core-2a-xe-030-0.network.virginmedia.net (80.3.2.217) 13.466 ms 11.398 ms 9.460 ms
4 brnt-bb-1a-ae7-0.network.virginmedia.net (62.253.175.90) 17.158 ms 14.762 ms 12.297 ms
5 * * *
6 tclo-ic-3-ae0-0.network.virginmedia.net (212.250.25.62) 14.050 ms 12.944 ms 12.519 ms
7 xe-0-0-3.border-1.sov.lon.uk.as29017.net (195.66.224.141) 17.494 ms 20.566 ms 17.346 ms
8 ae3.core-1.maylands.hml.uk.as29017.net (89.145.125.38) 17.300 ms 24.875 ms 17.775 ms
9 ae3.core-1.centro.hml.uk.as29017.net (89.145.125.78) 18.797 ms 17.273 ms 18.769 ms
10 csw1-ae0.hml.uk-noc.com (83.223.112.133) 17.973 ms 18.579 ms 22.126 ms
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 * * *
24 * * *
25 * * *
26 * * *
27 * * *
28 * * *
29 * * *
30 * * *
31 * * *
32 * * *
33 * * *
34 * * *
35 * * *

traceroute imap.gmail.com
traceroute: Warning: imap.gmail.com has multiple addresses; using 66.102.1.108
traceroute to gmail-imap.l.google.com (66.102.1.108), 64 hops max, 52 byte packets
1 routerlogin.net (192.168.0.1) 1.182 ms 1.055 ms 0.976 ms
2 * * *
3 watf-core-2a-xe-030-0.network.virginmedia.net (80.3.2.217) 14.406 ms 12.221 ms 9.604 ms
4 brnt-bb-1a-ae7-0.network.virginmedia.net (62.253.175.90) 38.075 ms 20.112 ms 12.006 ms
5 * * *
6 tele-ic-7-ae2-0.network.virginmedia.net (62.253.175.34) 14.794 ms 13.812 ms 12.432 ms
7 74.125.48.190 (74.125.48.190) 18.335 ms
74.125.52.226 (74.125.52.226) 16.931 ms 16.485 ms
8 108.170.246.143 (108.170.246.143) 17.250 ms
108.170.246.195 (108.170.246.195) 26.533 ms 18.209 ms
9 209.85.241.211 (209.85.241.211) 15.984 ms
216.239.58.3 (216.239.58.3) 51.224 ms
216.239.58.129 (216.239.58.129) 15.921 ms
10 209.85.250.29 (209.85.250.29) 18.205 ms
209.85.252.120 (209.85.252.120) 33.974 ms 23.357 ms
11 108.170.234.141 (108.170.234.141) 22.037 ms
209.85.246.117 (209.85.246.117) 23.534 ms
108.170.234.79 (108.170.234.79) 26.215 ms
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 wb-in-f108.1e100.net (66.102.1.108) 21.593 ms 21.059 ms 23.175 ms

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Message 10 of 22
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Re: Email won't send/receive over wifi


garal72 wrote:
Hi @ravenstar68

Thanks for your post. I have already checked there are no blocks in place with my mail (and hosting) provider about - all is fine. From their point of view there is something stopping me locally from downloading. I will post results of traceroutes.

Thanks
Garal72

It's not the first time that a hosting provider has said that the first time round, only to find one when they actually look properly.

FWIW Here's my tracert - done from a Virgin Media connection as well.

C:\Users\timdu>tracert 77.72.204.44

Tracing route to 77.72.204.44 over a maximum of 30 hops

  1     5 ms     5 ms     2 ms  192.168.0.1
  2     *        *        *     Request timed out.
  3    12 ms    14 ms    13 ms  perr-core-2a-xe-1122-0.network.virginmedia.net [62.255.32.229]
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6     *        *        *     Request timed out.
  7     *        *        *     Request timed out.
  8    24 ms    21 ms    38 ms  tcl5-ic-5-ae0-0.network.virginmedia.net [62.254.84.66]
  9    26 ms    25 ms    28 ms  xe-0-0-3.border-1.thn.lon.uk.as29017.net [195.66.236.141]
 10    24 ms    26 ms    22 ms  ae3.core-2.maylands.hml.uk.as29017.net [89.145.125.34]
 11    25 ms    23 ms    21 ms  ae3.core-2.centro.hml.uk.as29017.net [89.145.125.70]
 12    25 ms    26 ms    25 ms  csw1-ae1.hml.uk-noc.com [83.223.112.135]
 13    23 ms    24 ms    22 ms  77.72.204.44

Trace complete.

We see the final hop on your tracert appears to end just before it hits the server although it does take a slightly different route as it leaves Virgin's network at a different node to mine (unsurprisingly I might add).

Based on what I'm seeing it definitely points to an IP block

As an aside, your server does support SSL/TLS for IMAP and StartTLS for SMTP.  I recommend asking your support guy to amend the settings in the email client to use these.

Tim

 

 

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