O2 blocking email from phones?

lalaland · 17-10-2007, 02:40

For over a year now I've used an email account on my mobile phone that I set up with my own domain.

I used mobile@xxxxxxx (hidden domain for obvious reasons) and it was great, I could send and receive emails from my handset pretty quickly via the 3G signal.

About 2 weeks back my emails stopped being sent from my phone. I've not used it much since, but today I've set up my new phone to use my email account and it's failing to send or receive and just keeps trying to find my email server, but failing.

I've tried to get email from my laptop and other computers on several ISP accounts and it works every time, it only fails from the O2 handset.

The email is not provided by O2.

So has O2 suddenly decided to block all email providers apart from themselves now?

The only one thing I noticed was that O2 have started their own broadband service and part of that is a 'bonus' for O2 customers to receive emails on the move if they sign up to the broadband service. Am I being too suspicious here thinking that O2 may have blocked all external email to get people using this? Probably, but I can't work out why this has stopped all of a sudden.

Anyone else know why or have their non-O2 email working on their handsets still?

pad_ehh · 17-10-2007, 10:31

I have never been able to get e-mail working on my O2 mobile for the last 4 years. They have blocked it all, even though my e-mail is an "@o2.co.uk" one.

Paddy

eddie2004 · 17-10-2007, 12:59

The username@o2.co.uk still works as my mate used his this morning. As for other email providers, O2 have never allowed access to non O2 accounts (not on PAYG anyway) don't know why, they'd still be making money from the data used!

lalaland · 17-10-2007, 19:09

They've allowed it in the past on contract. I've certainly been able to do it anyway and have used it for over a year succesfully.

I guess it's time to chase up support and see what's up.

lalaland · 17-10-2007, 20:28

One call later and it appears their support team didn't understand what I wanted.

I simply want to get access to an external email account on my mobile as I've done in the past on O2 which has stopped working recently.

The phone and settings are fine, but the network is not able to find my server. This suggests the problem is on the network's side, but sadly O2's tech team don't understand the problem

Looks like I'm out of luck with email on my phone....

Ricardodaforce · 17-10-2007, 20:40

Get a Blackberry would be my advice.

thfcmad · 17-10-2007, 22:32

you need to use the o2 servers. set it up with the username, password and email address of the account you wish to use but set it up to receive via the o2 server.

supercool · 18-10-2007, 00:28

I have no problems accessing my own IMAP account on O2 contract although I've had problems sending; I haven't fully checked my settings though.

lalaland · 18-10-2007, 11:22

Quote:

Originally Posted by Ricardodaforce

Get a Blackberry would be my advice.

I looked at these, but they aren't my sort of phone. I prefer the K850i to the Blackberry.

Quote:

Originally Posted by thfcmad

you need to use the o2 servers. set it up with the username, password and email address of the account you wish to use but set it up to receive via the o2 server.

I cheked all my settings, they appear fine. Also nothing's changed since it was working, nothing on my side anyway.

bwoodhouse · 18-10-2007, 13:01

Strangely enough I STARTED using my N95 on O2 (Contract) about 2 weeks ago to collect emails from my own domain and it has worked without a problem.

I simply set it up as I would do with any other mail client and it connected fine.

lalaland · 18-10-2007, 13:08

Yeah my phone worked fine for ages, but it's just recently this problem has occured.

I'll take another look at it tonight and see if I can find out what's wrong.

lost boy · 18-10-2007, 15:42

Quote:

Originally Posted by lalaland

One call later and it appears their support team didn't understand what I wanted.

I simply want to get access to an external email account on my mobile as I've done in the past on O2 which has stopped working recently.

The phone and settings are fine, but the network is not able to find my server. This suggests the problem is on the network's side, but sadly O2's tech team don't understand the problem

Looks like I'm out of luck with email on my phone....

Who did you speak to at O2? Normal customer service or data support (you would have been put through to data support, you wouldn't have got straight through to them)? As data support are - well, were when I was with them - usually very good, and I say that as someone who's not the biggest fan of O2 in the world...

Quote:

Originally Posted by lalaland

...
I checked all my settings, they appear fine. Also nothing's changed since it was working, nothing on my side anyway.

Well, apart from your new handset, according to your OP

but as me being pedantic won't help, I've got a few troubleshooting suggestions instead (some may seem totally obvious, but sometimes it is the most obvious thing that needs checking, you know? Also, data support should have asked you these anyway IMO, and will do if you ring back to them, but anyway...);

1) Are you using Mobile Web settings, and not wap? I don't know whether or not that makes a difference on O2, but just in case...

2) Can you get a data connection on the handset at all? e.g O2 Active, Opera Mini etc - can you connect to them ok?

3) Can you access email on the handset from any other non-O2 email providers (Yahoo, Gmail etc)?

For me, 3) is the big one - if the answer to that is no, then I'd say it's a problem at their end and they'd need to run a diagnostic (or whatever they call it there).

lalaland · 18-10-2007, 16:12

Quote:

Originally Posted by lost boy

Who did you speak to at O2? Normal customer service or data support (you would have been put through to data support, you wouldn't have got straight through to them)? As data support are - well, were when I was with them - usually very good, and I say that as someone who's not the biggest fan of O2 in the world...
Well, apart from your new handset, according to your OP

but as me being pedantic won't help, I've got a few troubleshooting suggestions instead (some may seem totally obvious, but sometimes it is the most obvious thing that needs checking, you know? Also, data support should have asked you these anyway IMO, and will do if you ring back to them, but anyway...);

They didn't state if they were standard customer services or data support, however I went through quite a few options on the automatic greeting before I got through to them unlike when I speak to standard customer service staff. The options I took pointed me down more technical options, so I suspect they were in a department expected to be more knowledgable on this than standard reps.

Quote:

Originally Posted by lost boy

1) Are you using Mobile Web settings, and not wap? I don't know whether or not that makes a difference on O2, but just in case...

Yes.

Quote:

Originally Posted by lost boy

2) Can you get a data connection on the handset at all? e.g O2 Active, Opera Mini etc - can you connect to them ok?

Yes.

Quote:

Originally Posted by lost boy

3) Can you access email on the handset from any other non-O2 email providers (Yahoo, Gmail etc)?

Yes.

Quote:

Originally Posted by lost boy

For me, 3) is the big one - if the answer to that is no, then I'd say it's a problem at their end and they'd need to run a diagnostic (or whatever they call it there).

I suspect this is a problem at their end. I used to work in IT and have a good techincal knowledge so tend to get the idea of where problems like this are. I've done the usual route of fault finding and it certainly feels like the problem is at the network side rather than the handset side.

Regarding the new handset, my old handset had this issue develop a few weeks back. I copied the settings exactly to my new handset and the problem still occurs.

flagpole · 19-10-2007, 10:48

it is the internet apn you're using.

I do something similar with vod. it is amazing that their technical support still seem to know nothing about it. it is not rocket science.

if you're problem is just with sending then use a different SMTP server, the O2 one would seem to be the obvious choice as it authenticates through IP. provided you have no SPF entry in your DNS record then i don't forsee a problem.

iSix · 19-10-2007, 12:32

I use my own email systems via the email client on my phone, works fine. However, I had to setup a specific connection for it using settings slightly different to the default o2 ones.

lalaland · 19-10-2007, 13:09

Quote:

Originally Posted by flagpole

it is the internet apn you're using.

I do something similar with vod. it is amazing that their technical support still seem to know nothing about it. it is not rocket science.

I often find this is the case with many tech support teams regardless of the company, you get a lot of script reading and then there's maybe one or two people in the whole company that actually know what they are talking about. I don't suppose it pays very well and if you have the skills you will want to earn all you can with them and not work in a call centre. I don't mean to be disrespectful to call centre staff, I just mean that if you have IT knowledge or qualifications then you can earn a hell of a lot more elsewhere.

Quote:

Originally Posted by flagpole

if you're problem is just with sending then use a different SMTP server, the O2 one would seem to be the obvious choice as it authenticates through IP. provided you have no SPF entry in your DNS record then i don't forsee a problem.

No, my problem is with both sending and receiving. I don't use the O2 SMTP server, I use my own, or at least I did until the O2 service could no longer find the server.

prking · 19-10-2007, 14:07

Quote:

Originally Posted by lalaland

I often find this is the case with many tech support teams regardless of the company, you get a lot of script reading and then there's maybe one or two people in the whole company that actually know what they are talking about. I don't suppose it pays very well and if you have the skills you will want to earn all you can with them and not work in a call centre. I don't mean to be disrespectful to call centre staff, I just mean that if you have IT knowledge or qualifications then you can earn a hell of a lot more elsewhere.

No, my problem is with both sending and receiving. I don't use the O2 SMTP server, I use my own, or at least I did until the O2 service could no longer find the server.

Have you tried using the O2 SMTP server? As most nowadays need security settings which mobile email clients do not often have. For example, I have to send my mail through T-Mobile's server. Its possible whoever is hosting your account has changed their security settings recently. This wouldn't affect receiving mail as mobile clients always seem to support security features on that side.

lost boy · 19-10-2007, 15:55

Quote:

Originally Posted by lalaland

They didn't state if they were standard customer services or data support, however I went through quite a few options on the automatic greeting before I got through to them unlike when I speak to standard customer service staff. The options I took pointed me down more technical options, so I suspect they were in a department expected to be more knowledgable on this than standard reps.

I suspect it was normal customer service you spoke to - the Orange IVR does the exact same thing when you ring them; increasingly technical options, get through to someone, go round the houses then it's "hold the line, I'll put you through to tech support" (or "onshore support" if India pick up initially) and you'll be through to someone who'll announce as data support. Indeed, IIRC O2 data support do announce as such too - and they shouldn't have any problems understanding a "I can't send/receive email via my handset" query, whereas O2 customer service may have problems with that, if you follow me.

Quote:

Originally Posted by lalaland

Yes.

Yes.

Yes.

I suspect this is a problem at their end. I used to work in IT and have a good techincal knowledge so tend to get the idea of where problems like this are. I've done the usual route of fault finding and it certainly feels like the problem is at the network side rather than the handset side.

Regarding the new handset, my old handset had this issue develop a few weeks back. I copied the settings exactly to my new handset and the problem still occurs.

Hmmm... frankly I suspect O2 too, seeing as you've been able to send/receive before from the handset and you can access it through other channels (Outlook etc) too.

Their system can be subject to quirks - I remember when I was with them; had two o2.co.uk email accounts, email account #1 was problem free via the handset, email acount #2 wouldn't send or receive via the handset unless I connected to email account #1 first, even though they were both from the same provider. Customer service didn't understand the problem, data support did but didn't know why it was happening

Basically though, I'd get back on to O2, and ask to be put through to data support if they don't announce themselves as such. One thing though, when they ask if you can access email on the handset from any other non-O2 email providers via the handset, although you can I personally would tell them you can't as otherwise they'd blame your provider and not run a diagnostic (or raise a report or whatever they call it there).

Oh, I've had this happen before through a previous email provider, so it's worth a thought:

Quote:

Originally Posted by prking

...Its possible whoever is hosting your account has changed their security settings recently. This wouldn't affect receiving mail as mobile clients always seem to support security features on that side.

lalaland · 19-10-2007, 16:01

Quote:

Originally Posted by prking

Have you tried using the O2 SMTP server? As most nowadays need security settings which mobile email clients do not often have. For example, I have to send my mail through T-Mobile's server. Its possible whoever is hosting your account has changed their security settings recently. This wouldn't affect receiving mail as mobile clients always seem to support security features on that side.

The SMTP server is my own server based at a datacentre. The security settings on it are compatible with my phone's email client.

It's not the authentication that's the problem though, the message states that it's unable to find my server. This means that the O2 network cannot find the mail server which other networks can and I can on the internet, this is why I think it's a problem on their side.

lalaland · 19-10-2007, 16:09

Quote:

Originally Posted by lost boy

I suspect it was normal customer service you spoke to - the Orange IVR does the exact same thing when you ring them; increasingly technical options, get through to someone, go round the houses then it's "hold the line, I'll put you through to tech support" (or "onshore support" if India pick up initially) and you'll be through to someone who'll announce as data support. Indeed, IIRC O2 data support do announce as such too - and they shouldn't have any problems understanding a "I can't send/receive email via my handset" query, whereas O2 customer service may have problems with that, if you follow me.

Whoever I spoke to they didn't understand my issue or any of the (simple) technical side of it. They offered to send me the O2 email settings via email which wouldn't do a thing for my problem as I explained but they then explained to me that these were needed for O2 email. It was clear at this point that they really didn't know what they were talking about and didn't understand me as I wasn't using O2 email. Not their fault, they've obviously not had training in that area.

Quote:

Originally Posted by lost boy

Hmmm... frankly I suspect O2 too, seeing as you've been able to send/receive before from the handset and you can access it through other channels (Outlook etc) too.

It can only be on O2's side. I've done a basic fault finding plan from start to finish and ruled out each possible problem on the phone. The only bit I can't test is the network and the phone is reporting that the server cannot be found. If the server cannot be found on the O2 network but can on other networks and the internet then there's a problem on the O2 network.

Quote:

Originally Posted by lost boy

Their system can be subject to quirks - I remember when I was with them; had two o2.co.uk email accounts, email account #1 was problem free via the handset, email acount #2 wouldn't send or receive via the handset unless I connected to email account #1 first, even though they were both from the same provider. Customer service didn't understand the problem, data support did but didn't know why it was happening

Yeah, I suspect this will 'suddenly' start working at some point over the next few weeks, we'll see.

Quote:

Originally Posted by lost boy

Basically though, I'd get back on to O2, and ask to be put through to data support if they don't announce themselves as such. One thing though, when they ask if you can access email on the handset from any other non-O2 email providers via the handset, although you can I personally would tell them you can't as otherwise they'd blame your provider and not run a diagnostic (or raise a report or whatever they call it there).

But I can prove it's not my email provider as the phone is reporting that the server cannot be found. If the phone logged in and then failed to send email or just failed to authenticate then I could appreciate the problem being at my email server's side but as the O2 network is reporting that it can't find the server it appears to be a routing issue for them.

Quote:

Originally Posted by lost boy

Oh, I've had this happen before through a previous email provider, so it's worth a thought:

That's not happened for 2 reasons,

1) I host my own email on a server I rent. Any setting changes on the server would be done by me and only me.

2) The phone is reporting that it cannot find the server, not that it can't log in or that it can't send or receive an email, it's not even getting that far. This means it's not actually finding the server to connect to.

lost boy · 19-10-2007, 17:19

Quote:

Originally Posted by lalaland

Whoever I spoke to they didn't understand my issue or any of the (simple) technical side of it. They offered to send me the O2 email settings via email which wouldn't do a thing for my problem as I explained but they then explained to me that these were needed for O2 email. It was clear at this point that they really didn't know what they were talking about and didn't understand me as I wasn't using O2 email. Not their fault, they've obviously not had training in that area.

All of which tells me it was standard customer service you spoke to, as I got just the same off them when I was with them and had email issues, but had better from data support who are (or at least are intended to be) better trained in that area and can spend more time on it too. I mean, I'm having an email retrieval issue with 3 at the moment and am dealing with their data support team (or "technical support team" as they announce themselves) and they're doing much better than what you've had off of O2 so far...

Quote:

Originally Posted by lalaland

It can only be on O2's side. I've done a basic fault finding plan from start to finish and ruled out each possible problem on the phone. The only bit I can't test is the network and the phone is reporting that the server cannot be found. If the server cannot be found on the O2 network but can on other networks and the internet then there's a problem on the O2 network.

I'm agreeing with you - as via the handset you're using the right connection settings, can make a data connection and can access other non-O2 email accounts and you can access the email via all other avenues except the handset there's virtually nothing else it can be.

Quote:

Originally Posted by lalaland

Yeah, I suspect this will 'suddenly' start working at some point over the next few weeks, we'll see.

Yeah, that's always the way... that's one thing I don't miss about O2 one bit, things "suddenly" starting to work :sleep: I found them particularly bad for that.

Quote:

Originally Posted by lalaland

But I can prove it's not my email provider as the phone is reporting that the server cannot be found. If the phone logged in and then failed to send email or just failed to authenticate then I could appreciate the problem being at my email server's side but as the O2 network is reporting that it can't find the server it appears to be a routing issue for them.

Quote:

Originally Posted by lalaland

That's not happened for 2 reasons,

1) I host my own email on a server I rent. Any setting changes on the server would be done by me and only me.

2) The phone is reporting that it cannot find the server, not that it can't log in or that it can't send or receive an email, it's not even getting that far. This means it's not actually finding the server to connect to.

That's fair enough, the point I'm trying to get at is that O2 will be somewhat eager to blame absolutely anything else other than their network - I'm surprised they didn't try and blame it on your handset/sim card to be honest - and will ask question after question e.g. "can you do this? does that work? have you tried such and such?" as part of raising this report (or doing a diagnostic) that they need to do here - AFAIA its like a form they have to fill in on their system, if it doesn't get filled in it doesn't get looked at - then after going through that they can send it off for further investigation and then they'll call you back with any results from that. That's how 3 are handling my data support issue at the moment anyway and I wouldn't have thought O2 would be much different.

17-10-2007, 02:40	#1
lalaland Forum Member Join Date: Dec 2002 Location: UK Posts: 11,539	O2 blocking email from phones? For over a year now I've used an email account on my mobile phone that I set up with my own domain. I used mobile@xxxxxxx (hidden domain for obvious reasons) and it was great, I could send and receive emails from my handset pretty quickly via the 3G signal. About 2 weeks back my emails stopped being sent from my phone. I've not used it much since, but today I've set up my new phone to use my email account and it's failing to send or receive and just keeps trying to find my email server, but failing. I've tried to get email from my laptop and other computers on several ISP accounts and it works every time, it only fails from the O2 handset. The email is not provided by O2. So has O2 suddenly decided to block all email providers apart from themselves now? The only one thing I noticed was that O2 have started their own broadband service and part of that is a 'bonus' for O2 customers to receive emails on the move if they sign up to the broadband service. Am I being too suspicious here thinking that O2 may have blocked all external email to get people using this? Probably, but I can't work out why this has stopped all of a sudden. Anyone else know why or have their non-O2 email working on their handsets still?

17-10-2007, 10:31	#2
pad_ehh Forum Member Join Date: Jun 2002 Posts: 13,767	I have never been able to get e-mail working on my O2 mobile for the last 4 years. They have blocked it all, even though my e-mail is an "@o2.co.uk" one. Paddy

17-10-2007, 12:59	#3
eddie2004 Forum Member Join Date: Jul 2006 Posts: 1,997	The username@o2.co.uk still works as my mate used his this morning. As for other email providers, O2 have never allowed access to non O2 accounts (not on PAYG anyway) don't know why, they'd still be making money from the data used!

17-10-2007, 19:09	#4
lalaland Forum Member Join Date: Dec 2002 Location: UK Posts: 11,539	They've allowed it in the past on contract. I've certainly been able to do it anyway and have used it for over a year succesfully. I guess it's time to chase up support and see what's up.

17-10-2007, 20:28	#5
lalaland Forum Member Join Date: Dec 2002 Location: UK Posts: 11,539	One call later and it appears their support team didn't understand what I wanted. I simply want to get access to an external email account on my mobile as I've done in the past on O2 which has stopped working recently. The phone and settings are fine, but the network is not able to find my server. This suggests the problem is on the network's side, but sadly O2's tech team don't understand the problem Looks like I'm out of luck with email on my phone....

17-10-2007, 20:40	#6
Ricardodaforce Inactive Member Join Date: Oct 2005 Location: Alacant Posts: 7,773	Get a Blackberry would be my advice.

17-10-2007, 22:32	#7
thfcmad Forum Member Join Date: Sep 2004 Posts: 141	you need to use the o2 servers. set it up with the username, password and email address of the account you wish to use but set it up to receive via the o2 server.

18-10-2007, 00:28	#8
supercool Banned User Join Date: May 2006 Posts: 1,110	I have no problems accessing my own IMAP account on O2 contract although I've had problems sending; I haven't fully checked my settings though.

18-10-2007, 11:22	#9
lalaland Forum Member Join Date: Dec 2002 Location: UK Posts: 11,539	Quote: Originally Posted by Ricardodaforce Get a Blackberry would be my advice. I looked at these, but they aren't my sort of phone. I prefer the K850i to the Blackberry. Quote: Originally Posted by thfcmad you need to use the o2 servers. set it up with the username, password and email address of the account you wish to use but set it up to receive via the o2 server. I cheked all my settings, they appear fine. Also nothing's changed since it was working, nothing on my side anyway.

18-10-2007, 13:01	#10
bwoodhouse Forum Member Join Date: Feb 2006 Location: Bristol Posts: 224	Strangely enough I STARTED using my N95 on O2 (Contract) about 2 weeks ago to collect emails from my own domain and it has worked without a problem. I simply set it up as I would do with any other mail client and it connected fine.

18-10-2007, 13:08	#11
lalaland Forum Member Join Date: Dec 2002 Location: UK Posts: 11,539	Yeah my phone worked fine for ages, but it's just recently this problem has occured. I'll take another look at it tonight and see if I can find out what's wrong.

18-10-2007, 15:42	#12
lost boy Forum Member Join Date: Sep 2005 Location: Norfolkland Posts: 1,787	Quote: Originally Posted by lalaland One call later and it appears their support team didn't understand what I wanted. I simply want to get access to an external email account on my mobile as I've done in the past on O2 which has stopped working recently. The phone and settings are fine, but the network is not able to find my server. This suggests the problem is on the network's side, but sadly O2's tech team don't understand the problem Looks like I'm out of luck with email on my phone.... Who did you speak to at O2? Normal customer service or data support (you would have been put through to data support, you wouldn't have got straight through to them)? As data support are - well, were when I was with them - usually very good, and I say that as someone who's not the biggest fan of O2 in the world... Quote: Originally Posted by lalaland ... I checked all my settings, they appear fine. Also nothing's changed since it was working, nothing on my side anyway. Well, apart from your new handset, according to your OP but as me being pedantic won't help, I've got a few troubleshooting suggestions instead (some may seem totally obvious, but sometimes it is the most obvious thing that needs checking, you know? Also, data support should have asked you these anyway IMO, and will do if you ring back to them, but anyway...); 1) Are you using Mobile Web settings, and not wap? I don't know whether or not that makes a difference on O2, but just in case... 2) Can you get a data connection on the handset at all? e.g O2 Active, Opera Mini etc - can you connect to them ok? 3) Can you access email on the handset from any other non-O2 email providers (Yahoo, Gmail etc)? For me, 3) is the big one - if the answer to that is no, then I'd say it's a problem at their end and they'd need to run a diagnostic (or whatever they call it there).

18-10-2007, 16:12	#13
lalaland Forum Member Join Date: Dec 2002 Location: UK Posts: 11,539	Quote: Originally Posted by lost boy Who did you speak to at O2? Normal customer service or data support (you would have been put through to data support, you wouldn't have got straight through to them)? As data support are - well, were when I was with them - usually very good, and I say that as someone who's not the biggest fan of O2 in the world... Well, apart from your new handset, according to your OP but as me being pedantic won't help, I've got a few troubleshooting suggestions instead (some may seem totally obvious, but sometimes it is the most obvious thing that needs checking, you know? Also, data support should have asked you these anyway IMO, and will do if you ring back to them, but anyway...); They didn't state if they were standard customer services or data support, however I went through quite a few options on the automatic greeting before I got through to them unlike when I speak to standard customer service staff. The options I took pointed me down more technical options, so I suspect they were in a department expected to be more knowledgable on this than standard reps. Quote: Originally Posted by lost boy 1) Are you using Mobile Web settings, and not wap? I don't know whether or not that makes a difference on O2, but just in case... Yes. Quote: Originally Posted by lost boy 2) Can you get a data connection on the handset at all? e.g O2 Active, Opera Mini etc - can you connect to them ok? Yes. Quote: Originally Posted by lost boy 3) Can you access email on the handset from any other non-O2 email providers (Yahoo, Gmail etc)? Yes. Quote: Originally Posted by lost boy For me, 3) is the big one - if the answer to that is no, then I'd say it's a problem at their end and they'd need to run a diagnostic (or whatever they call it there). I suspect this is a problem at their end. I used to work in IT and have a good techincal knowledge so tend to get the idea of where problems like this are. I've done the usual route of fault finding and it certainly feels like the problem is at the network side rather than the handset side. Regarding the new handset, my old handset had this issue develop a few weeks back. I copied the settings exactly to my new handset and the problem still occurs.

19-10-2007, 10:48	#14
flagpole Inactive Member Join Date: Jan 2003 Posts: 43,524	it is the internet apn you're using. I do something similar with vod. it is amazing that their technical support still seem to know nothing about it. it is not rocket science. if you're problem is just with sending then use a different SMTP server, the O2 one would seem to be the obvious choice as it authenticates through IP. provided you have no SPF entry in your DNS record then i don't forsee a problem.

19-10-2007, 12:32	#15
iSix Forum Member Join Date: Nov 2004 Location: London Posts: 1,252	I use my own email systems via the email client on my phone, works fine. However, I had to setup a specific connection for it using settings slightly different to the default o2 ones.

19-10-2007, 13:09	#16
lalaland Forum Member Join Date: Dec 2002 Location: UK Posts: 11,539	Quote: Originally Posted by flagpole it is the internet apn you're using. I do something similar with vod. it is amazing that their technical support still seem to know nothing about it. it is not rocket science. I often find this is the case with many tech support teams regardless of the company, you get a lot of script reading and then there's maybe one or two people in the whole company that actually know what they are talking about. I don't suppose it pays very well and if you have the skills you will want to earn all you can with them and not work in a call centre. I don't mean to be disrespectful to call centre staff, I just mean that if you have IT knowledge or qualifications then you can earn a hell of a lot more elsewhere. Quote: Originally Posted by flagpole if you're problem is just with sending then use a different SMTP server, the O2 one would seem to be the obvious choice as it authenticates through IP. provided you have no SPF entry in your DNS record then i don't forsee a problem. No, my problem is with both sending and receiving. I don't use the O2 SMTP server, I use my own, or at least I did until the O2 service could no longer find the server.

19-10-2007, 14:07	#17
prking Forum Member Join Date: Sep 2002 Location: Weston-super-Mare Posts: 9,167	Quote: Originally Posted by lalaland I often find this is the case with many tech support teams regardless of the company, you get a lot of script reading and then there's maybe one or two people in the whole company that actually know what they are talking about. I don't suppose it pays very well and if you have the skills you will want to earn all you can with them and not work in a call centre. I don't mean to be disrespectful to call centre staff, I just mean that if you have IT knowledge or qualifications then you can earn a hell of a lot more elsewhere. No, my problem is with both sending and receiving. I don't use the O2 SMTP server, I use my own, or at least I did until the O2 service could no longer find the server. Have you tried using the O2 SMTP server? As most nowadays need security settings which mobile email clients do not often have. For example, I have to send my mail through T-Mobile's server. Its possible whoever is hosting your account has changed their security settings recently. This wouldn't affect receiving mail as mobile clients always seem to support security features on that side.

19-10-2007, 15:55	#18
lost boy Forum Member Join Date: Sep 2005 Location: Norfolkland Posts: 1,787	Quote: Originally Posted by lalaland They didn't state if they were standard customer services or data support, however I went through quite a few options on the automatic greeting before I got through to them unlike when I speak to standard customer service staff. The options I took pointed me down more technical options, so I suspect they were in a department expected to be more knowledgable on this than standard reps. I suspect it was normal customer service you spoke to - the Orange IVR does the exact same thing when you ring them; increasingly technical options, get through to someone, go round the houses then it's "hold the line, I'll put you through to tech support" (or "onshore support" if India pick up initially) and you'll be through to someone who'll announce as data support. Indeed, IIRC O2 data support do announce as such too - and they shouldn't have any problems understanding a "I can't send/receive email via my handset" query, whereas O2 customer service may have problems with that, if you follow me. Quote: Originally Posted by lalaland Yes. Yes. Yes. I suspect this is a problem at their end. I used to work in IT and have a good techincal knowledge so tend to get the idea of where problems like this are. I've done the usual route of fault finding and it certainly feels like the problem is at the network side rather than the handset side. Regarding the new handset, my old handset had this issue develop a few weeks back. I copied the settings exactly to my new handset and the problem still occurs. Hmmm... frankly I suspect O2 too, seeing as you've been able to send/receive before from the handset and you can access it through other channels (Outlook etc) too. Their system can be subject to quirks - I remember when I was with them; had two o2.co.uk email accounts, email account #1 was problem free via the handset, email acount #2 wouldn't send or receive via the handset unless I connected to email account #1 first, even though they were both from the same provider. Customer service didn't understand the problem, data support did but didn't know why it was happening Basically though, I'd get back on to O2, and ask to be put through to data support if they don't announce themselves as such. One thing though, when they ask if you can access email on the handset from any other non-O2 email providers via the handset, although you can I personally would tell them you can't as otherwise they'd blame your provider and not run a diagnostic (or raise a report or whatever they call it there). Oh, I've had this happen before through a previous email provider, so it's worth a thought: Quote: Originally Posted by prking ...Its possible whoever is hosting your account has changed their security settings recently. This wouldn't affect receiving mail as mobile clients always seem to support security features on that side.

19-10-2007, 16:01	#19
lalaland Forum Member Join Date: Dec 2002 Location: UK Posts: 11,539	Quote: Originally Posted by prking Have you tried using the O2 SMTP server? As most nowadays need security settings which mobile email clients do not often have. For example, I have to send my mail through T-Mobile's server. Its possible whoever is hosting your account has changed their security settings recently. This wouldn't affect receiving mail as mobile clients always seem to support security features on that side. The SMTP server is my own server based at a datacentre. The security settings on it are compatible with my phone's email client. It's not the authentication that's the problem though, the message states that it's unable to find my server. This means that the O2 network cannot find the mail server which other networks can and I can on the internet, this is why I think it's a problem on their side.

19-10-2007, 16:09	#20
lalaland Forum Member Join Date: Dec 2002 Location: UK Posts: 11,539	Quote: Originally Posted by lost boy I suspect it was normal customer service you spoke to - the Orange IVR does the exact same thing when you ring them; increasingly technical options, get through to someone, go round the houses then it's "hold the line, I'll put you through to tech support" (or "onshore support" if India pick up initially) and you'll be through to someone who'll announce as data support. Indeed, IIRC O2 data support do announce as such too - and they shouldn't have any problems understanding a "I can't send/receive email via my handset" query, whereas O2 customer service may have problems with that, if you follow me. Whoever I spoke to they didn't understand my issue or any of the (simple) technical side of it. They offered to send me the O2 email settings via email which wouldn't do a thing for my problem as I explained but they then explained to me that these were needed for O2 email. It was clear at this point that they really didn't know what they were talking about and didn't understand me as I wasn't using O2 email. Not their fault, they've obviously not had training in that area. Quote: Originally Posted by lost boy Hmmm... frankly I suspect O2 too, seeing as you've been able to send/receive before from the handset and you can access it through other channels (Outlook etc) too. It can only be on O2's side. I've done a basic fault finding plan from start to finish and ruled out each possible problem on the phone. The only bit I can't test is the network and the phone is reporting that the server cannot be found. If the server cannot be found on the O2 network but can on other networks and the internet then there's a problem on the O2 network. Quote: Originally Posted by lost boy Their system can be subject to quirks - I remember when I was with them; had two o2.co.uk email accounts, email account #1 was problem free via the handset, email acount #2 wouldn't send or receive via the handset unless I connected to email account #1 first, even though they were both from the same provider. Customer service didn't understand the problem, data support did but didn't know why it was happening Yeah, I suspect this will 'suddenly' start working at some point over the next few weeks, we'll see. Quote: Originally Posted by lost boy Basically though, I'd get back on to O2, and ask to be put through to data support if they don't announce themselves as such. One thing though, when they ask if you can access email on the handset from any other non-O2 email providers via the handset, although you can I personally would tell them you can't as otherwise they'd blame your provider and not run a diagnostic (or raise a report or whatever they call it there). But I can prove it's not my email provider as the phone is reporting that the server cannot be found. If the phone logged in and then failed to send email or just failed to authenticate then I could appreciate the problem being at my email server's side but as the O2 network is reporting that it can't find the server it appears to be a routing issue for them. Quote: Originally Posted by lost boy Oh, I've had this happen before through a previous email provider, so it's worth a thought: That's not happened for 2 reasons, 1) I host my own email on a server I rent. Any setting changes on the server would be done by me and only me. 2) The phone is reporting that it cannot find the server, not that it can't log in or that it can't send or receive an email, it's not even getting that far. This means it's not actually finding the server to connect to.

DS Forums

O2 blocking email from phones?

19-10-2007, 17:19	#21
lost boy Forum Member Join Date: Sep 2005 Location: Norfolkland Posts: 1,787	Quote: Originally Posted by lalaland Whoever I spoke to they didn't understand my issue or any of the (simple) technical side of it. They offered to send me the O2 email settings via email which wouldn't do a thing for my problem as I explained but they then explained to me that these were needed for O2 email. It was clear at this point that they really didn't know what they were talking about and didn't understand me as I wasn't using O2 email. Not their fault, they've obviously not had training in that area. All of which tells me it was standard customer service you spoke to, as I got just the same off them when I was with them and had email issues, but had better from data support who are (or at least are intended to be) better trained in that area and can spend more time on it too. I mean, I'm having an email retrieval issue with 3 at the moment and am dealing with their data support team (or "technical support team" as they announce themselves) and they're doing much better than what you've had off of O2 so far... Quote: Originally Posted by lalaland It can only be on O2's side. I've done a basic fault finding plan from start to finish and ruled out each possible problem on the phone. The only bit I can't test is the network and the phone is reporting that the server cannot be found. If the server cannot be found on the O2 network but can on other networks and the internet then there's a problem on the O2 network. I'm agreeing with you - as via the handset you're using the right connection settings, can make a data connection and can access other non-O2 email accounts and you can access the email via all other avenues except the handset there's virtually nothing else it can be. Quote: Originally Posted by lalaland Yeah, I suspect this will 'suddenly' start working at some point over the next few weeks, we'll see. Yeah, that's always the way... that's one thing I don't miss about O2 one bit, things "suddenly" starting to work :sleep: I found them particularly bad for that. Quote: Originally Posted by lalaland But I can prove it's not my email provider as the phone is reporting that the server cannot be found. If the phone logged in and then failed to send email or just failed to authenticate then I could appreciate the problem being at my email server's side but as the O2 network is reporting that it can't find the server it appears to be a routing issue for them. Quote: Originally Posted by lalaland That's not happened for 2 reasons, 1) I host my own email on a server I rent. Any setting changes on the server would be done by me and only me. 2) The phone is reporting that it cannot find the server, not that it can't log in or that it can't send or receive an email, it's not even getting that far. This means it's not actually finding the server to connect to. That's fair enough, the point I'm trying to get at is that O2 will be somewhat eager to blame absolutely anything else other than their network - I'm surprised they didn't try and blame it on your handset/sim card to be honest - and will ask question after question e.g. "can you do this? does that work? have you tried such and such?" as part of raising this report (or doing a diagnostic) that they need to do here - AFAIA its like a form they have to fill in on their system, if it doesn't get filled in it doesn't get looked at - then after going through that they can send it off for further investigation and then they'll call you back with any results from that. That's how 3 are handling my data support issue at the moment anyway and I wouldn't have thought O2 would be much different.