Email Sending And Support Tickets issue

[mycat2]

I've been having problems for about a month now sending email - I have not changed anything related to my email account so that's not the problem. Some days I can not send a message for anywhere from 15 mins to one hour, I work remotely so email is essential.

 

I sent in a help ticket this morning and got back a reply (vai email) that I had to send my cpanel username and password. I've never sent my password in -- why is this all of the sudden required?

 

Since I was not able to reply to the email I received - since my email was not working correctly at the time - I went to your support area to look for an update on my support ticket and respond there - BUT the ticket key I was given did not work I got an error message. I requested the ticket key be resent to me but I have not received the email yet (its been about 15 mins or maybe even 30 by now.)

 

So with that avenue locked out, I submitted a new ticket, I messed up what I was going to say, so I wanted to correct the message - I went back to the help ticket area, entered the ticket key I was given moments ago and again I received and error message for incorrect ticket key.

 

I used the back arrows in the browser to get the key again and the key number had changed!

 

I'm not sure what is going on, I can't seem to trust your help ticket system and I really don't want to submit yet a THIRD ticket.

 

My main problem right now is why I can't seem to send email, I've been hosting here for a long time and this has never been a problem before.

[TCH-Bruce]

Welcome to the forums mycat2

 

Email to the help desk is not the most effective way to contact them. Please open a ticket using the help desk.

 

We can try to help you here in the forums. What email client are you using. Are you athenticating yourself before sending email? If you are using webmail, that issue will have to be solved using the help desk.

[mycat2]

Welcome to the forums mycat2

 

Email to the help desk is not the most effective way to contact them. Please open a ticket using the help desk.

 

We can try to help you here in the forums. What email client are you using. Are you athenticating yourself before sending email? If you are using webmail, that issue will have to be solved using the help desk.

 

 

Yes, totally forgot about the help ticket area on your site...but I remembered eventually.

 

I'm using the Mail program on my Mac. My authentication is set up for sent messages.

Edited November 27, 2006 by mycat2

[TCH-Bruce]

What happens if you try popping your email before sending? Does it work then?

[TCH-Thomas]

Welcome to the forum, mycat2.

 

Are your ISP blocking port 25? If so you will need to change it to 26 and if that does not work you can try to use your isp´s smtp settings and see what happens.

[mycat2]

What happens if you try popping your email before sending? Does it work then?

 

Huh? Popping??

[mycat2]

Welcome to the forum, mycat2.

 

Are your ISP blocking port 25? If so you will need to change it to 26 and if that does not work you can try to use your isp´s smtp settings and see what happens.

 

 

Geeze guys, I'm not a tech! My mail says my Outgoing server port is 25. Are you asking me if I am blocking port 25 - I wouldn't even know how...

[TCH-Thomas]

Try changing that port to 26 and see if it works.

Otherwise we go from there.

[mycat2]

Try changing that port to 26 and see if it works.

Otherwise we go from there.

 

 

That worked for now...I'll be back if it starts to be a problem again.

 

thanks!

[TCH-Bruce]

If it is working where port 25 does not means that your Internet provider is blocking port 25 from being used with the exception of going through their SMTP server. This is being done my ISPs to help prevent mail relaying (and spamming). They are allowing the port traffic for port 26 to flow through their system but may at some time in the future block that as well.

 

When that happens you can set up your email client to send email through your ISPs outgoing mail server using your ISP username/password to authenticate yourself. Leaving your return address set to your domain you will receive replies in your domain just as you would had you sent the original message through your domain.

[mycat2]

Ok I'm back, the issue has returned. Changing to port 26 did not work, I got the same error message. Again this is intermittent.

 

Sorry to be such a dummy but....My outgoing mail is set up as mail.myurl.... Are you saying I should change it to my personal ISP address? My personal ISP address has a password??

 

BTW I've been waiting close to 20 hours for a responce to my help ticket - they responded once with a question, I got back to them asap, that was yesturday early afternoon...do you think they will ever respond again?

[TCH-Thomas]

Are you saying I should change it to my personal ISP address

Yes, this is what you will probably need to do. Please try Bruce's instructions above and see if it works.

 

As for the ticket problem, not really sure what happened here, but you can always reopen the ticket and ask them how it goes, or you can try contacting them through their IM´s or the live chat, please see this page for contact options.