Madonna of the Help Desk

This is lengthy and painful...but sort of funny in a weird, customer-service-sucks sort of way. And no, my e-mail still isn't fixed.

user Kristen_ has entered room

Kristen(Tue Jun 17 2008 22:09:48 GMT-0400 (EDT))>

Using hosted mail server - outgoing mail won't work?

analyst Madonna.21799 has entered room
Madonna.21799(Tue Jun 17 2008 22:09:53 GMT-0400 (EDT))>

Hello Kristen_, Thank you for contacting Comcast Live Chat
Support.My name is Madonna.21799. Please give me one moment
to review your information.

Madonna.21799(Tue Jun 17 2008 22:10:11 GMT-0400 (EDT))>

I understand that you are having an issue with your
Outgoing mail.

Kristen_(Tue Jun 17 2008 22:10:35 GMT-0400 (EDT))>

Did Comcast recently start blocking outgoing mail on SMTP
port 25?

Madonna.21799(Tue Jun 17 2008 22:10:13 GMT-0400 (EDT))>

I apologize for the inconvenience.

Madonna.21799(Tue Jun 17 2008 22:10:24 GMT-0400 (EDT))>

I would be glad to help you with that issue.

Madonna.21799(Tue Jun 17 2008 22:10:44 GMT-0400 (EDT))>

Kristen, please change port 25 to port 587.

Kristen_(Tue Jun 17 2008 22:11:16 GMT-0400 (EDT))>

I did that, it still isn't working.

Madonna.21799(Tue Jun 17 2008 22:11:37 GMT-0400 (EDT))>

Can you try to send a test mail again to get the
exact error message?

Kristen_(Tue Jun 17 2008 22:12:46 GMT-0400 (EDT))>

Sure - it says it is timing out -
I will get you the exact message in a second.

Madonna.21799(Tue Jun 17 2008 22:12:37 GMT-0400 (EDT))>

Thank you.

Kristen_(Tue Jun 17 2008 22:13:29 GMT-0400 (EDT))>

Error: -3259

Kristen_(Tue Jun 17 2008 22:13:52 GMT-0400 (EDT))>

It was the same when I had the port as 25.

Madonna.21799(Tue Jun 17 2008 22:13:48 GMT-0400 (EDT))>

Thank you for that information.

Madonna.21799(Tue Jun 17 2008 22:14:07 GMT-0400 (EDT))>

Can you try to log in to your email account using
Webmail?

Kristen_(Tue Jun 17 2008 22:14:46 GMT-0400 (EDT))>

Yes, it works fine that way.

Kristen_(Tue Jun 17 2008 22:14:58 GMT-0400 (EDT))>

Incoming and outgoing.

Madonna.21799(Tue Jun 17 2008 22:14:59 GMT-0400 (EDT))>

Can you send an email account using your Webmail?

Kristen_(Tue Jun 17 2008 22:15:42 GMT-0400 (EDT))>

I don't understand the question.

Madonna.21799(Tue Jun 17 2008 22:15:41 GMT-0400 (EDT))>

I apologize for the confusion.

Madonna.21799(Tue Jun 17 2008 22:16:23 GMT-0400 (EDT))>

I will provide you the information on how to verify your
Outlook Express settings.

Kristen_(Tue Jun 17 2008 22:16:53 GMT-0400 (EDT))>

Yes, I can send mail from this account if I use webmail.

Madonna.21799(Tue Jun 17 2008 22:16:40 GMT-0400 (EDT))>

That is good.

Madonna.21799(Tue Jun 17 2008 22:16:59 GMT-0400 (EDT))>

If that is case, there is no problem with your email
account.

Madonna.21799(Tue Jun 17 2008 22:17:32 GMT-0400 (EDT))>

To fix the issue, we only need to change the port
number to 587.

Madonna.21799(Tue Jun 17 2008 22:17:43 GMT-0400 (EDT))>

To verify your settings in Outlook Express, please
follow the instructions in this link:
http://www.comcast.net/help/faq/index.jsp?faq=EmailOutlook_Express17739

Kristen_(Tue Jun 17 2008 22:18:13 GMT-0400 (EDT))>

I did change the port number to 587.
That didn't change anything.

Kristen_(Tue Jun 17 2008 22:18:32 GMT-0400 (EDT))>

I am using Entourage - is it the same?

Madonna.21799(Tue Jun 17 2008 22:18:17 GMT-0400 (EDT))>

Please hold for one moment.

Madonna.21799(Tue Jun 17 2008 22:19:04 GMT-0400 (EDT))>

Thank you for patiently waiting.

Madonna.21799(Tue Jun 17 2008 22:20:03 GMT-0400 (EDT))>

Please refer to this link
http://www.comcast.com/customers/faq/FaqDetails.ashx?ID=2370

Kristen_(Tue Jun 17 2008 22:21:08 GMT-0400 (EDT))>

This is showing the ports as 25 and 110?

Madonna.21799(Tue Jun 17 2008 22:20:54 GMT-0400 (EDT))>

That is the link to verify Entourage X (Mac) settings.

Kristen_(Tue Jun 17 2008 22:21:36 GMT-0400 (EDT))>

I am not using the smtp.comcast.net server -
I am using a hosted server (mail.stuff4sprouts.com)

Madonna.21799(Tue Jun 17 2008 22:22:25 GMT-0400 (EDT))>

Are you using this for a business account?

Kristen_(Tue Jun 17 2008 22:23:23 GMT-0400 (EDT))>

Yes.

Kristen_(Tue Jun 17 2008 22:23:41 GMT-0400 (EDT))>

And it was working for several months with the
current settings...and then stopped working last week.

Madonna.21799(Tue Jun 17 2008 22:23:29 GMT-0400 (EDT))>

Thank you for that information.

Kristen_(Tue Jun 17 2008 22:24:19 GMT-0400 (EDT))>

Did Comcast recently change the ports?

Madonna.21799(Tue Jun 17 2008 22:23:56 GMT-0400 (EDT))>

I suggest to contact Comcast business department, Kristen.

Madonna.21799(Tue Jun 17 2008 22:24:04 GMT-0400 (EDT))>

The phone number to talk to a representative in Comcast
Business is 1-800-316-1619.

Madonna.21799(Tue Jun 17 2008 22:24:06 GMT-0400 (EDT))>

I apologize for the inconvenience.

Kristen_(Tue Jun 17 2008 22:24:45 GMT-0400 (EDT))>

It isn't a Comcast business account...it is my home cable
internet service.

Kristen_(Tue Jun 17 2008 22:24:59 GMT-0400 (EDT))>

Only the mail account (through another provider) has
anything to do with business...

Kristen_(Tue Jun 17 2008 22:25:10 GMT-0400 (EDT))>

It shouldn't matter for this question.

Madonna.21799(Tue Jun 17 2008 22:25:39 GMT-0400 (EDT))>

I understand your concern. However, the outgoing server you
are using is for business account.

Kristen_(Tue Jun 17 2008 22:26:25 GMT-0400 (EDT))>

But I don't have a business account with Comcast!

Kristen_(Tue Jun 17 2008 22:26:57 GMT-0400 (EDT))>

It shouldn't matter what it is for - how it works through
Comcast should be the same.

Madonna.21799(Tue Jun 17 2008 22:26:47 GMT-0400 (EDT))>

Can you receive email messages?

Kristen_(Tue Jun 17 2008 22:27:16 GMT-0400 (EDT))>

Yes.

Kristen_(Tue Jun 17 2008 22:27:31 GMT-0400 (EDT))>

Just not send via Entourage.

Kristen_(Tue Jun 17 2008 22:28:33 GMT-0400 (EDT))>

Since last Thursday.

Madonna.21799(Tue Jun 17 2008 22:28:35 GMT-0400 (EDT))>

Since you are able to receive email messages using
Comcast incoming mail server then there is no problem
with your incoming server.

Kristen_(Tue Jun 17 2008 22:29:26 GMT-0400 (EDT))>

Right. I am not worried about my incoming server.
Only outgoing.

Madonna.21799(Tue Jun 17 2008 22:29:34 GMT-0400 (EDT))>

The issue is with your Outgoing server since you are using
a different port mail.stuff4sprouts.com.

Kristen_(Tue Jun 17 2008 22:30:15 GMT-0400 (EDT))>

I am using the same server for both.  

Kristen_(Tue Jun 17 2008 22:30:28 GMT-0400 (EDT))>

And I changed the outgoing port to 587 as directed.

Kristen_(Tue Jun 17 2008 22:31:49 GMT-0400 (EDT))>

Would the company hosting the incoming mail server have
to do anything to work with the new port #?

Madonna.21799(Tue Jun 17 2008 22:31:25 GMT-0400 (EDT))>

Can you try to send a test email again?

Kristen_(Tue Jun 17 2008 22:32:04 GMT-0400 (EDT))>

I just did. Several times.  It doesn't work.

Kristen_(Tue Jun 17 2008 22:32:49 GMT-0400 (EDT))>

In my previous question I meant the company hosting the
receiving mail server - do they have to do anything to
make the 587 thing work?

Madonna.21799(Tue Jun 17 2008 22:33:17 GMT-0400 (EDT))>

It depends on the mail server provider, Kristen.

Kristen_(Tue Jun 17 2008 22:34:05 GMT-0400 (EDT))>

In general - if you change the port - does something
have to happen on their end to make things line up?

Kristen_(Tue Jun 17 2008 22:34:14 GMT-0400 (EDT))>

The host is 3Dcart...if that matters.

Madonna.21799(Tue Jun 17 2008 22:36:19 GMT-0400 (EDT))>

Can you put a check mark on the box that says
"smtp server requires authentication"

Kristen_(Tue Jun 17 2008 22:37:04 GMT-0400 (EDT))>

It is already checked. Using the same authentication
as incoming mail.

Madonna.21799(Tue Jun 17 2008 22:37:25 GMT-0400 (EDT))>

Are you using Comcast mail server?

Kristen_(Tue Jun 17 2008 22:38:07 GMT-0400 (EDT))>

No. The hosted one at mail.stuff4sprouts.com -
hosted by 3DCart.

Kristen_(Tue Jun 17 2008 22:38:21 GMT-0400 (EDT))>

Which was working until last Thursday.

Kristen_(Tue Jun 17 2008 22:38:28 GMT-0400 (EDT))>

When something somewhere apparently changed.

Kristen_(Tue Jun 17 2008 22:38:38 GMT-0400 (EDT))>

Like the port #.

Madonna.21799(Tue Jun 17 2008 22:38:20 GMT-0400 (EDT))>

It will not work if you will use mail.stuff4sprouts.com 

Kristen_(Tue Jun 17 2008 22:39:00 GMT-0400 (EDT))>

Why did it work for 5 months and now won't?

Kristen_(Tue Jun 17 2008 22:39:27 GMT-0400 (EDT))>

I need my outgoing mail to have the same address as incoming
...if I can receive mail on that server, why can't I send it?

Madonna.21799(Tue Jun 17 2008 22:39:06 GMT-0400 (EDT))>

The port 587 is for Comcast mail server.

Kristen_(Tue Jun 17 2008 22:39:59 GMT-0400 (EDT))>

Did you recently start blocking port 25?

Kristen_(Tue Jun 17 2008 22:40:26 GMT-0400 (EDT))>

Does the other company need to change their port to 587 for it to
work it I am using Comcast as my ISP?

Madonna.21799(Tue Jun 17 2008 22:41:27 GMT-0400 (EDT))>

This error indicates that your port 25 has been blocked.
Comcast has determined that your computer has been infected
with a virus and has been used to send out spam, liekly without
your knowledge. By closing this port, we've taken steps to
protect your computer from being used to send spam. 

Kristen_(Tue Jun 17 2008 22:42:25 GMT-0400 (EDT))>

OK. So I need to get them to set it up to send on another port?

Kristen_(Tue Jun 17 2008 22:42:46 GMT-0400 (EDT))>

When was I sending spam (I wasn't - but when do they think I was?)
I don't have a virus...

Madonna.21799(Tue Jun 17 2008 22:42:27 GMT-0400 (EDT))>

Yes, Kristen.

Kristen_(Tue Jun 17 2008 22:43:25 GMT-0400 (EDT))>

So if the host changes the outgoing mail port to 587 then
everything should work?

Madonna.21799(Tue Jun 17 2008 22:43:34 GMT-0400 (EDT))>

Yes, Kristen.

Kristen_(Tue Jun 17 2008 22:44:07 GMT-0400 (EDT))>

Thanks. I will talk to them.