email problems and poor support

john7 · Dec 21, 2024, 17:14:04

We have the paid for email to get the bigger box. I have had my account suspended for the second time due to access 3 times from abroad. This is due to my phone automaticly using vpn when using an unsecured wifi. Both times have been when traveling. Service stations and hotel. Butt to rub it in there is no support for wifi out of office hours. The information on paid for wifi
claims 24/7 support which isn't true. There must be a better way of them protecting accounts than having them locked due to vpn use and its not good to be told support is there when it's clearly isn't.

john7 · Dec 21, 2024, 17:23:33

One usfull thing is I am pleased to say changing email passwords is easy to defeat. You can change to a new one then change back to the old one so the system is happy and you don't have to change all you logons. Very usfull when you have a number of devices and a strong password anyway

john7 · Dec 23, 2024, 12:01:35

Support is just for setting up emal programs. I am told so not really support! Though in the past I have been also told they do not give support for these as you have the web mail so a bit confusing
I was also told agin I could use webmail, but missed the point that with email locked it allso was unavailable. It makes you wonder if idnet are at all interested in domestic customers now at all.

john7 · Dec 30, 2024, 09:21:07

At Wesmorland vpn set on London and....cut off again. Idnet email and support sucks my sons work phone is on vpn and he never had had this madness when traveling or just using it. All it took was a short time and I was cut off. There will ne no one there till after the new year even then they will do donthing and I fear they have no idea how to alow email to work with vpn

nowster · Dec 30, 2024, 10:36:13

Some commercial VPN providers block email to stop them being used for spam. Have you checked the terms and conditions of the one you're using?

Why do you use a VPN?

john7 · Dec 30, 2024, 23:02:58

I only use vpm when phone detects an unsecured wifi in the case of the hotel therr is no phone reception. I was told it's going on from other countries but bitdefender say if I set it up for uk it's not routed via other countries
They also said they don't get this problem of email supplies cuttng other users off, this is my second time.

nowster · Dec 31, 2024, 16:15:38

Which VPN brand is it? Does your email work when you're not on VPN?

john7 · Dec 31, 2024, 17:07:51

Its Bitdefender and the only problem is when we have been traveling. For as many years as I have had my phone with bitdefender vpn its used when unprotected WIFi (service stations, B&B, hotels etc) Twice this year I was locked out after using the phone in service stations and over night hotel. Vpn is now locked on London (it always used to be automatic) which is what Idnet said would stop the problem, it didn't. Bitdefender say the first leg using vpn is to the location set. But my son has pointed out internet traffic goes all over the world so it could access Idnet mail from any where with or with out vpn. He also pointed out if the protection is based on access out side UK how is some one meant to use it outside of the UK and anyone using vpn into the UK wouldn't be blocked by Idnet if country location is what they use.

nowster · Jan 01, 2025, 19:33:56

You do realise that using a third party VPN is possibly less secure than having the correct settings in your email client. Almost all internet traffic is encrypted nowadays and iDNet's mail servers will be no exception. However, that's not the problem in this case.

Is it retrieving email or sending it which is blocked? You cannot send emails using iDNet's servers when you're not using their connection. However, you should be able to retrieve them from anywhere in the world.

https://www.idnet.com/settings.php (Email tab) says "Smart-hosting is not supported from non IDNet IP addresses." which means you can only send out email using iDNet's servers when you're on your iDNet connection.

For sending emails when not at home, you're probably best using WebMail.

john7 · Jan 06, 2025, 10:27:26

Until the last two problems I have never had any problem with using mail. What my blocking was, and I feel ,it was rubbish, was for 3 attempts to use my account from out of the UK. My VPN last time was set for UK only. Before and after being blocked no problems at all and looking at IDNet publicity for paid email you don't have to have a IDNet internet account to use it. Nor does it say only for use in the UK. The email I have is a paid for one not the free account.

There have also been a number of comments here in the past on how you can use IDNet email when having a different ISP, eg https://www.idnetters.co.uk/forums/index.php?topic=31536.0

john7 · Jan 06, 2025, 12:06:49

https://www.idnet.com/settings.php relates as far as I can see to email servers/Smart hosts not individual programs like Outlook or K9 as I use. Smart hosts are totally different from individual users email programs https://en.wikipedia.org/wiki/Smart_host. As with the old pop3 that often were linked to an ISP supplied address I can see why they are locked into a address. But that's NOT individual users email programs as far as I can see.

john7 · Jan 06, 2025, 13:26:08

Had yet another no reply from support. I have again asked them where does
it say you cant use VPN or access IDNet mail out of the UK. All ignored from last email to them.