One for the Techies

[Stationery-Direct]

Having problems sending e-mails this morning, receiving just fine just sending is the problem, whatever e-mail address I send to, I get an an instant response in my inbox similar to below.

Your message did not reach some or all of the intended recipients.

Subject:
Sent: 29/01/2006 12:21

The following recipient(s) could not be reached:

'[email protected]' on 29/01/2006 12:21
554 <[email protected]>: Recipient address rejected: Access denied


None of my account settings have changed since it worked last night and I have turned off antivirus and firewall incase they were causing problems, spoke to Wanadoo, or at least some bloke who could not speak English and is probably situated somewhere in India, he was very un-helpful.

Any advice is greatly appreciated.

Thanks in advance.

Damon

 

[JoyDivision]

Sounds like a possible SMTP problem with your ISP. There is two different protocols used to send and recieve, POP3 to recieve and SMTP to send.

 

[confused]

Are you sending from your ISP's provided email account or a third party?
For example, if your ISP is btconnect, are you sending from a btconnect account like [email protected] or from a third party account like [email protected] ?

CALV

 

[Stationery-Direct]

Hi there

Third party account works, ISP email doesn't!

Must be their servers, anybody else with wanadoo with problems?

 

[confused]

wierd, its usually the other way if you are getting an access denied, wanadoos server status on their site indicates all is ok but who knows when it was last updated, there is no time on there, just Jan 2006 lol.
I imagine they are having problems and wouldnt be too concerned at the moment, try again later.

CALV

 

[Enigma121]

Hi there

Third party account works, ISP email doesn't!

Must be their servers, anybody else with wanadoo with problems?

Not really supposed to discuss other customer's work, but I have encountered exactly this error over the last couple of days during a Wanadoo broadband install job.

Spoke to Wanadoo technical support, ran through all the settings which they confirmed were fine. Was told to try again in a few days time, but I'm now convinced there is definitely a fault at the Wanadoo end.

Even tried running an alternative email client Thuderbird, as opposed to Outlook Express. Same grief.


We need a bit of customer power to get this resolved. Phone the helpdesk up and give'em hell!!! I'll be doing the same later this week.

 

[Stationery-Direct]

What annoys me most is their customer service and to be honest most of the other big companies customer service nowadays.

Their sales lines etc are always UK based to ensure that we take out the service on offer, but, when it comes to technical support, making claims with insurance companies etc the people you speak to are obviously based somewhere in India and to be honest are really difficult to understand. They give fake names such as "John Smith" (yeah right) who I spoke to this morning which if there is a problem how am I supposed to speak to John Smith again, as nobody knows who he is.

 

[confused]

I know, its disgusting

 

[Enigma121]

I've said it before and I'll say it again. This country is selling the software industry out to cheap foreign labour. We simply cannot compete with these guys you are on salaries perhaps a 10th of our own.

It stinks, plain and simple. The government should be stopping this massive sell out of our highly skilled jobs.

People aren't prepared to pay a little extra for British based support and will choose the cheapest option when it comes to buying a Internet based service.

You get what you pay for. Vote with your feet and opt for service providers that are British based and care for their customers, even if it costs a bit more.

 

[Maroculous]

you are not the only with this problem, googling shows quite a few others, but defo wanadoos' problem. probably of these, which the support guys won't have control over

Anti-Spam Bounce

Domain Bounce

Relay Access Denied

 

[Stationery-Direct]

Actually getting quite concerned now. Managed to speak to a UK call center (shock) who have said there is no problem with the server unlike what Mr Smith said. They have checked my account and they cannot find any faults their end.

I have re-installed Microsoft Outlook, disabled firewalls and virus protection, checked for spyware and viruses, yet still have the same problem.

Any other ideas, when I do a test account settings in the email section, I get the following response:
Send Test Email Message, Unable to send test email message, please verify the email address field.

Everything worked fine last night, nothing has been tampered with or altered in anyway, yet, cant send an email today.

Thanks for any further advice.

 

[Rob Holmes]

I can confirm some clients using wanadoo are also having problems.

Rob

 

[Stationery-Direct]

Wanadoo are so full of s**t, they dont know whats going on with their own server, they are lucky they do not have a walk in shop coz some heads would roll today!!!

I was on here or another forum saying how good they were last week, I take it all back, steer clear.

 

[confused]

Unable to send test email message, please verify the email address field.

That appears to be totally different from your original problem.

What exactly are you able to do (and not do) at the moment, can you still send from your non wanadoo account but not send from your wanadoo account?
Did the "techies" at wanadoo go through removing and reinstalling the account in outlook?

CALV

 

[Maroculous]

have you tried emailing from wanadoo's webmail service?

 

[JoyDivision]

I am with a company called Abel Internet. Its expensive, in fact very expensive (£30 a month for 1mbps) but so far its been very reliable and I have a static IP which is essential so that my VOIP phone works correctly. If there is any problems real people are just a phone call away.

There is none of this Indian call centre lark which I got with BT.

 

[Enigma121]

The symptoms at our end of things at least were:

Incoming POP3 email working fine

SMTP outgoing mail fails with the error "Recipient address rejected: Access denied".

Webmail working without problems (both directions - Wanadoo stated that this comes from another server).

Personally I'm tech savvy enough to know I've followed the setup directions that Wanadoo are giving. Heaven help their poor customers who aren't quite so confident...

Applying pressure to Wanadoo's support team is the only way this will get sorted. I'm betting this is a relay access denied fault. It won't be solved with a prewritten "script" from the support desk, only the mail server administrator is able to fix this.

I'd advise regular calls to report the fault and request an update on their action to resolve it.

0 points for customer service....

 

[DavidHorn]

Gah! Am having this problem myself - for 24 hours now at least. Definitely a Wanadoo problem, but can't get any sense out of them.

 

[Stationery-Direct]

Symtoms were exactly the same as Enigma121, although today things are working fine.

I will be writing a letter of complaint though pointing out that their technical support staff are stupid and that their customer service is disgusting.
If I'm not offered any kind of compensation such as a refund on calls then Wanadoo can stick it up their ar5e.