Plusnet how do I contact you?

My ISP is Plusnet and I subscribe to the lua mail-list. Recently I have been receiving emails from the list’s manager saying that they have had problems with emails directed to me bouncing. Apparently Plusnet’s email server has decided that the mail-list no longer exists. Now how on earth do I apprise Plusnet of the fact that something is wrong? If you try to contact them via their website you just get sent round and round. If you try to use their online chat service you never get connected. If you try to telephone you learn that you will have to wait for hours.
So if any Plusnet user knows a magical cantrap, ideally an actual email address, that will put me in touch with their postmaster, I would be grateful to know it.

I find the best bet is to raise a ticket, then raise the topic to try to get their attention on their user forums if the ticket is going nowhere. If you are lucky it will then get picked up by some of the older staff who remember back to when plusnet support was good. They’ll then pick up the ticket for you.

Although if they’re bouncing mail from a mailing list, I’d ask the list manager to tell you what the bounce messages actually say. If they reference DMARC or similar, I would suggest that your list manager might need to look into it at the list end.

What is the maillist server for the list?

I am also with PlusNet, and recently I had some problems with the antispam list on freelists.
Unfortunately the message from freelists to the admin apparently gave no real useful information!

I find the best way is to raise a ticket …

I can find nowhere on the Plusnet Customer Portal that lets me raise a ticket. There used to be in the past, and I have used that system, but I cannot find it now.

I got this message from the postmaster of the lua list:

The lua-l mailing list has received a number of bounces from you, indicating that there may be a problem delivering messages to my email. A bounce sample is attached below. Please examine this message to make sure there are no problems with your email address [there weren’t]. You may want to check with your mail administrator for more help.

The bounce sample contained:

Final-Recipient: rfc822; gavin@wra1th.plus.com
Original-Recipient: rfc822;gavin@wra1th.plus.com
Action: failed
Status: 5.0.0
Remote-MTA: dns; mx.avasin.plus.net
Diagnostic-Code: smtp; 550 #5.1.8 Domain of sender address
<lua-l-bounces@lists.lua.org> does not exist

I have been receiving mail from the lua list for decades. My suspicion is that Plusnet’s mail server may have recently suffered some upgrade. But the problem is just getting in touch with Plusnet. Any advice on where I find the place to raise a ticket?

But the problem is just getting in touch with Plusnet. Any advice on where I find the place to raise a ticket?

From my last experience of dealing with Plusnet, as far as I can see tickets may only exist for broadband faults and are raised by Plusnet at the end of the broadband fault checking process.

It might be more efficacious to start with the forum or usenet at plusnet.service.customer-feedback

Good luck. Sometimes Plusnet can actually be good.

Thanks for the forum . I was able to leave a message in my feedback.

Sometimes Plusnet can be good.

Yes, I have been with them since 2004 and they got me through some sticky bits now and then.

Ah, I see plusnet have revamped their portal since I last raised a ticket. Seems the ‘help assistant’ is maybe the way to go. However, mxtoolbox.com does highlight there is no dmarc record. As Steve hints, this may be an issue with the list that needs sorting to play nicely with plusnets mail servers.

Try this for a ticket:
https://www.plus.net/wizard/index.html?p=wizard&page=22909&wizard_id=38
or
https://www.plus.net/wizard/?p=wizard&page=22909&wizard_id=38

This was taken from a usenet posting on the plusnet customerfeedback newsgroup back in January of this year. It resulted from the same problem – the web site had no obvious link.

To raise a ticket you can try searching the PN Community Forums for ‘how do i raise a ticket’ and follow the nasty long link in the accepted fix. Good luck.

Domain of sender address
<lua-l-bounces@lists.lua.org> does not exist

The error is possibly correct, I’ve just tried doing a DNS lookup for that domain across a variety of DNS servers and some do not contain a record for it. The authoritive servers are okay, but some of the caching servers don’t always contain it.

They could contact their DNS host and see if there’s a propagation issue. It’s probably something daft, like a short TTL which lua.org can possibly set themselves.

A simple test is to try Google dns 8.8.8.8