Forum Discussion

Kirk Merley's avatar
Kirk Merley
Sophomore
5 years ago

Outgoing email being rejected.

OH BOY!  About a week ago my outgoing email (from windows live mail) started being rejected by the server.  I went thru all the drills I know of (port number, smtp, etc) and reluctantly called Hughes tech support.  After about an hour (case number 134193431) I was transferred to Home Tech Support.  (case number 1901S003682) and the kind lady accepted my credit card number so as to charge me $70 and transferred me to a technician.  I was half way thru explaining my problem when he said "let me guess, your outgoing mail is being rejected by the server"  Yup!  he said " yeah, Hughes is having problems with their outgoing mail servers"  He signed into my system, poked around for a few minutes, and said there was no solution until Hughes resolves the problem.  Use Hughes mail to send out emails.  Thank you very much, please pay $70, and don't forget to tip your waitress...  UH... How come Hughes Tech support couldn't say this?  How come I had to pay $70 to be told it was a Hughes problem?  I may be old, but I'm not crazy... yet

email problem
Performance
  • Liz's avatar
    Liz
    5 years ago

    Hi Kirk,

     

    Thanks for reaching out, I'm sorry to hear about what happened with HTS, that is certainly unusual as we don't currently have an issue with outbound mail. We'll bring this up with HTS as that should not have happened.  

     

    I can help you with your e-mail concerns. Let's try these steps first to see if the issue clears up:

     

    Go ahead and please clear your browser's cache and cookies, then see if the issue persists.  

    If no change, reset your HughesNet password and try again. You can reset your password by logging out of MyHughesNet, then clicking the "Forgot Password?" link on the login screen.

     

    Now let's check your e-mail client's settings; did you try the settings MarkJFine suggested? Did they make a difference?

     

    If not, use these outbound settings:

     

    Outbound Server: email.hughes.net

    Port 587

    try with SSL Authentication required

     

    Do the issues persist after updating these settings?

     

    If yes, let's create a new HughesNet e-mail address for testing, and add it to your e-mail client.

     

    Use the same settings provided above and let me know if the issue persists with this test account.

     

    If you still can't send e-mail, reset the password for this test account and let me know if that makes any difference.

     

    Your cooperation, patience, and understanding are much appreciated.

     

    Thanks,

    Liz

     

    Edit:
    Just adding that us community mods are going to be out of the office for Thanksgiving break, so I'll get back to your reply next week.

  • MarkJFine's avatar
    MarkJFine
    Professor
    5 years ago

    Not a Hughes problem. It's been complicated by two things: 1 was a Microsoft upgrade that blew away people's settings. 2 was a change in the way the mail servers were upgraded to finally handle TLS 1.3.

     

    The proper outgoing settings should be:

    Outgoing mail settings:
    server: smtp.hughes.net
    port: 465

    "Use SSL" should be checked

    authentication should also be set to your username and password.

  • John2's avatar
    John2
    Freshman
    5 years ago

    Thanks for posting and saving me $$. Similar issue for me with Outlook. Hughes tech was not aware of any outgoing mail server issues. JT

  • Liz's avatar
    Liz
    Moderator
    5 years ago

    Hi Kirk,

     

    Thanks for reaching out, I'm sorry to hear about what happened with HTS, that is certainly unusual as we don't currently have an issue with outbound mail. We'll bring this up with HTS as that should not have happened.  

     

    I can help you with your e-mail concerns. Let's try these steps first to see if the issue clears up:

     

    Go ahead and please clear your browser's cache and cookies, then see if the issue persists.  

    If no change, reset your HughesNet password and try again. You can reset your password by logging out of MyHughesNet, then clicking the "Forgot Password?" link on the login screen.

     

    Now let's check your e-mail client's settings; did you try the settings MarkJFine suggested? Did they make a difference?

     

    If not, use these outbound settings:

     

    Outbound Server: email.hughes.net

    Port 587

    try with SSL Authentication required

     

    Do the issues persist after updating these settings?

     

    If yes, let's create a new HughesNet e-mail address for testing, and add it to your e-mail client.

     

    Use the same settings provided above and let me know if the issue persists with this test account.

     

    If you still can't send e-mail, reset the password for this test account and let me know if that makes any difference.

     

    Your cooperation, patience, and understanding are much appreciated.

     

    Thanks,

    Liz

     

    Edit:
    Just adding that us community mods are going to be out of the office for Thanksgiving break, so I'll get back to your reply next week.

    • Kirk Merley's avatar
      Kirk Merley
      Sophomore
      5 years ago

      Liz, your solution worked... I only applied part of it, though.  I found that I first had to check Authorization Required, which reset the port to 25.  THEN, I changed the port to 587 and voila, my email started working.  Yippee!  If the solution sticks, I'm happy.  HOWEVER, I've heard nothing back from HTS indicating that I am going to be credited for the charge I received for no solution...

    • Liz's avatar
      Liz
      Moderator
      5 years ago

      Hi Kirk,

       

      Thanks for confirming that changing the settings to Port 587 with Authentication required resolved your outgoing mail concerns.

       

      Regarding your HTS billing concern, please give HTS a call at 877-833-1775. I'm not sure if HTS stores our case numbers in their system, but in case HTS needs more than your name to look up your credit request, here's our case number where we transferred you to HTS: 134195142.

       

      -Liz

  • nsnodgrass's avatar
    nsnodgrass
    Spectator
    5 years ago
    I went through the same thing, just never to the extent of being charged. Maybe because I went through the whole 9 yards before calling tech support.
    Now just how long is it going to take for them to resolve this issue.