SMTP stopped working after changing Broadband speed

[JohnMcDonald707]

Has anyone had problems with SMTP mail client after upgrading their broadband to 900Mb fiber broadband.

That is can't send email after  changing to a higher speed (bandwidth) broadband 

John

[JohnMcDonald707]

My SMTP email stopped working when I upgraded to 900Mb broadband. Has anyone else experience this problem ? 

John

[JohnMcDonald707]

Just joined a test reply to poster

[Peter_W]

Hi @JohnMcDonald707.

Welcome to the BT Community!

I'm not aware of any similar reports around this; which client is it you're using and is this on a PC or mobile / tablet.

Have you tried seeing if you can send successfully through BT Webmail too?
Peter

[JohnMcDonald707]

Hi Peter,

Much discussion with BT  and a ticket raised.

To cut a very long story short BT will not check the SMTP server/comms interface whilst I send some test emails.

Before retiring spent a good 40 years on networks connecting computer system/data transmission and suspect the SMTP Sever / comms interface can't authenticate at the higher data rate and drops the connection.  When I go back  to a 250Mb broadband all works fine again.

We have the classic multi-vendor situation here    Fibre network is City Fibre , the ISP is Toob and the mail service is BT Mail.  I also have a Virgin Media  SMTP account and that works fine over the 900Mb broadband

Thanks for taking a interest

[Peter_W]

Thanks for explaining there @JohnMcDonald707.

When was it you raised this ticket, and were you advised if you would receive any further updates?

I can definitely highlight this with our email team to see if we've noticed anything similar, but I just want to be sure I'm not retreading old ground 😊

Peter

[JohnMcDonald707]

Sorry Peter,

Just to confirm you questions, no problems with  web mail web access( http).

Conducted tests from tablets running Samsung Mail and Laptop  running Outlook 2010.

Carried out Trace Route to check there is a path to server over the 900Mb broadband. BT has disabled Ping on Server.

Thanks and kind regards,

John

[iniltous]

So it’s City Fibre that provide your broadband not BT , and although it’s reasonable to ask about your BT Email access , you don’t make it clear that BT are not your broadband provider.

Do you pay for premium email access to continue to use your BT email address with an email client , or are you on the basic webmail access  ?

TBH , it’s a little misleading to say you have ‘upgraded’ to 900Mb , that implies you have maintained BT as your provider albeit with a ‘faster’ service, it’s not an upgrade in the accepted sense, you have joined City Fibre , not upgraded .

[JohnMcDonald707]

Ticket is VOL013-XXXXXXXXXXXX  contact Heather   Received a dead lock letter.

The issue is BT are not able/prepared to do an end to end test which is the only way to solve this  comms/server interface problem.

I will be the first to say this is an odd fault.  

Thanks again,

John

[JohnMcDonald707]

  I have premium email access £7.50 per month.

I did not mention who the Broadband was provided by  initially as it should not be  be relevant to the problem

I upgraded my broadband ( increase bandwidth/speed) by moving from Virgin Media 250Mb coax to 900Mb optical fibre installed by City fiber.

I would love to have BT Fibre but they do not supply to my Estate.  So I am stuck with a muilti-vendor set up for my email, 

But if the correct technical description is required to help with solving  problem it is what Ofcom calls a  One Touch Switch.