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Can't send email while Nordvpn is connected: able to send through ISP webmail

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I have gone through all of the steps with Nord -- excellent support. My ISP is Telus, and since they would rather I use Norton VPN, which they bundle and profit from, but which I find useless, they are not interested in digging too deep. However, since I can send fine through their webmail, both they, and Nord, feel that the problem must lie with Tbird. I have tried several ports, with no solution. Currently using 587. Error message when I try to send is 'sender rejected" I am using VPN because I have only an insecure wifi connection. Thanks for your help

I have gone through all of the steps with Nord -- excellent support. My ISP is Telus, and since they would rather I use Norton VPN, which they bundle and profit from, but which I find useless, they are not interested in digging too deep. However, since I can send fine through their webmail, both they, and Nord, feel that the problem must lie with Tbird. I have tried several ports, with no solution. Currently using 587. Error message when I try to send is 'sender rejected" I am using VPN because I have only an insecure wifi connection. Thanks for your help
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jscher2000
  • Top 10 Contributor
8775 solutions 71736 answers

This could be the home network versus other network issue: as a spam-fighting mechanism, many ISPs do not accept SMTP connections from other networks or require a special port.

Did you already try 1025 as your SMTP port (with SSL)?

https://business.telus.com/en/business/support/collaboration/business-email/how-to/how-to-set-up-your-email-on-any-computer

This could be the home network versus other network issue: as a spam-fighting mechanism, many ISPs do not accept SMTP connections from other networks or require a special port. Did you already try 1025 as your SMTP port (with SSL)? https://business.telus.com/en/business/support/collaboration/business-email/how-to/how-to-set-up-your-email-on-any-computer
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Question owner

Thanks for reply. Tried 1025 before, and tried it again. Still no send. Security setting is SSL/TLS. Pardon my ignorance, but doesn't the fact that I can send through webmail vindicate my ISP (Telus)?

Thanks for reply. Tried 1025 before, and tried it again. Still no send. Security setting is SSL/TLS. Pardon my ignorance, but doesn't the fact that I can send through webmail vindicate my ISP (Telus)?
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jscher2000
  • Top 10 Contributor
8775 solutions 71736 answers

chorleoni said

Thanks for reply. Tried 1025 before, and tried it again. Still no send. Security setting is SSL/TLS. Pardon my ignorance, but doesn't the fact that I can send through webmail vindicate my ISP (Telus)?

Webmail connects through HTTPS on port 443. It tells you your mail still exists on the server, but it doesn't tell you whether you should be able to connect using SMTP on port 587, 1025, etc.

Does NordVPN allow you to make an exception for port 587 so that the connection to the mail server will come through your ISP-assigned IP address instead of whatever one your VPN assigns?

''chorleoni [[#answer-1259839|said]]'' <blockquote> Thanks for reply. Tried 1025 before, and tried it again. Still no send. Security setting is SSL/TLS. Pardon my ignorance, but doesn't the fact that I can send through webmail vindicate my ISP (Telus)? </blockquote> Webmail connects through HTTPS on port 443. It tells you your mail still exists on the server, but it doesn't tell you whether you should be able to connect using SMTP on port 587, 1025, etc. Does NordVPN allow you to make an exception for port 587 so that the connection to the mail server will come through your ISP-assigned IP address instead of whatever one your VPN assigns?
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Question owner

We are in danger of exceeding my comfort level in these matters -- not a great leap! I had long discussions with Nord Tech Support, and they claim to have tried all the changes in their arsenal. As I said earlier, they feel they have isolated it as a Tbird problem. I can relay your suggestion to them. I do appreciate your help.

We are in danger of exceeding my comfort level in these matters -- not a great leap! I had long discussions with Nord Tech Support, and they claim to have tried all the changes in their arsenal. As I said earlier, they feel they have isolated it as a Tbird problem. I can relay your suggestion to them. I do appreciate your help.
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Toad-Hall
  • Top 10 Contributor
1796 solutions 12097 answers

Useful info: https://support.nordvpn.com/Connectivity/1047408792/Why-can-t-I-send-e-mail-messages.htm

https://nordvpn.com/faq/ Do you offer any open ports? All ports are open on our servers, except SMTP and Netbios for outgoing connections. For the SMTP incoming port, you can alternatively use ports 465 or 587. Of course, since we do not provide any port-forwarding, no incoming connections can go through.

Do you support IPv6? No, but we are planning to add the support of IPv6 in 2019. https://support.nordvpn.com/Connectivity/Windows/1047410402/How-to-disable-IPv6-on-Windows.htm


Telus will allow ports 465 or 587 and if asked, can whitelist (allow) any outgoing email server that a) require authentication, and b) is correctly setup so as not to be an open relay.

Telus website info says to use: Outgoing SMTP Server address: smtp.telus.net Port: 1025 Connection Security : None Authentication Method: Normal Password Username = full email address .

But another source says these are possible: General SMTP port settings for TELUS.NET Outgoing (SMTP) Secure - Port: 465 Security Type: SSL/TLS (Accept all certificates)

Outgoing (SMTP roaming server) Secure - Port: 587 and Security Type: SSL/TLS (Accept all certificates)

Outgoing (SMTP) - Port: 25 and Security Type: None (Accept all certificates) VPN will block port 25

Outgoing (SMTP roaming server) Insecure - Port: 587 and Security Type: None (Accept all certificates)

Are you able to send emails via telus smtp - not using vpn ?

Useful info: https://support.nordvpn.com/Connectivity/1047408792/Why-can-t-I-send-e-mail-messages.htm https://nordvpn.com/faq/ ''Do you offer any open ports?'' ''All ports are open on our servers, except SMTP and Netbios for outgoing connections. For the SMTP incoming port, you can alternatively use ports 465 or 587. Of course, since we do not provide any port-forwarding, no incoming connections can go through.'' ''Do you support IPv6?'' ''No, but we are planning to add the support of IPv6 in 2019.'' https://support.nordvpn.com/Connectivity/Windows/1047410402/How-to-disable-IPv6-on-Windows.htm Telus will allow ports 465 or 587 and if asked, can whitelist (allow) any outgoing email server that a) require authentication, and b) is correctly setup so as not to be an open relay. Telus website info says to use: Outgoing SMTP Server address: smtp.telus.net Port: 1025 Connection Security : None Authentication Method: Normal Password Username = full email address . But another source says these are possible: General SMTP port settings for TELUS.NET Outgoing (SMTP) Secure - Port: 465 Security Type: SSL/TLS (Accept all certificates) Outgoing (SMTP roaming server) Secure - Port: 587 and Security Type: SSL/TLS (Accept all certificates) Outgoing (SMTP) - Port: 25 and Security Type: None (Accept all certificates) VPN will block port 25 Outgoing (SMTP roaming server) Insecure - Port: 587 and Security Type: None (Accept all certificates) Are you able to send emails via telus smtp - not using vpn ?
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Toad-Hall said

Useful info: https://support.nordvpn.com/Connectivity/1047408792/Why-can-t-I-send-e-mail-messages.htm https://nordvpn.com/faq/ Do you offer any open ports? All ports are open on our servers, except SMTP and Netbios for outgoing connections. For the SMTP incoming port, you can alternatively use ports 465 or 587. Of course, since we do not provide any port-forwarding, no incoming connections can go through. Do you support IPv6? No, but we are planning to add the support of IPv6 in 2019. https://support.nordvpn.com/Connectivity/Windows/1047410402/How-to-disable-IPv6-on-Windows.htm Telus will allow ports 465 or 587 and if asked, can whitelist (allow) any outgoing email server that a) require authentication, and b) is correctly setup so as not to be an open relay. Telus website info says to use: Outgoing SMTP Server address: smtp.telus.net Port: 1025 Connection Security : None Authentication Method: Normal Password Username = full email address . But another source says these are possible: General SMTP port settings for TELUS.NET Outgoing (SMTP) Secure - Port: 465 Security Type: SSL/TLS (Accept all certificates) Outgoing (SMTP roaming server) Secure - Port: 587 and Security Type: SSL/TLS (Accept all certificates) Outgoing (SMTP) - Port: 25 and Security Type: None (Accept all certificates) VPN will block port 25 Outgoing (SMTP roaming server) Insecure - Port: 587 and Security Type: None (Accept all certificates) Are you able to send emails via telus smtp - not using vpn ?
''Toad-Hall [[#answer-1260062|said]]'' <blockquote> Useful info: https://support.nordvpn.com/Connectivity/1047408792/Why-can-t-I-send-e-mail-messages.htm https://nordvpn.com/faq/ ''Do you offer any open ports?'' ''All ports are open on our servers, except SMTP and Netbios for outgoing connections. For the SMTP incoming port, you can alternatively use ports 465 or 587. Of course, since we do not provide any port-forwarding, no incoming connections can go through.'' ''Do you support IPv6?'' ''No, but we are planning to add the support of IPv6 in 2019.'' https://support.nordvpn.com/Connectivity/Windows/1047410402/How-to-disable-IPv6-on-Windows.htm Telus will allow ports 465 or 587 and if asked, can whitelist (allow) any outgoing email server that a) require authentication, and b) is correctly setup so as not to be an open relay. Telus website info says to use: Outgoing SMTP Server address: smtp.telus.net Port: 1025 Connection Security : None Authentication Method: Normal Password Username = full email address . But another source says these are possible: General SMTP port settings for TELUS.NET Outgoing (SMTP) Secure - Port: 465 Security Type: SSL/TLS (Accept all certificates) Outgoing (SMTP roaming server) Secure - Port: 587 and Security Type: SSL/TLS (Accept all certificates) Outgoing (SMTP) - Port: 25 and Security Type: None (Accept all certificates) VPN will block port 25 Outgoing (SMTP roaming server) Insecure - Port: 587 and Security Type: None (Accept all certificates) Are you able to send emails via telus smtp - not using vpn ? </blockquote>
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Question owner

Yes. Outgoing is blocked only when VPN is connected. Have gone through all the above suggestions, to the limits of my meagre understanding, at some length with Nord tech support. Have tried all of the settings suggested. Thanks for your response.

Yes. Outgoing is blocked only when VPN is connected. Have gone through all the above suggestions, to the limits of my meagre understanding, at some length with Nord tech support. Have tried all of the settings suggested. Thanks for your response.
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Matt
  • Top 10 Contributor
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3277 solutions 22612 answers

chorleoni said

Yes. Outgoing is blocked only when VPN is connected. Have gone through all the above suggestions, to the limits of my meagre understanding, at some length with Nord tech support. Have tried all of the settings suggested. Thanks for your response.

I really doubt the statement that Nord has excellent support. You are here, tht is testament to the fact their support is not very effective at all. They might be nice and polite. But clearly if they can not make your email go out through their service they are not "Good".

Toad-hall posted

All ports are open on our servers, except SMTP and Netbios for outgoing connections.

This is a direct quote from Nords FAQ page. You are opening an SMTP connection to the Telus server outgoing (Sending). I think that answers your question really.

A quick look through the telus support site makes it clear that they will not accept connections on any port but 1025 unless you are connected to the internet using their service. You are not. The VPN makes it look like your somewhere you are not.

Now port 1024 is not a standard outgoing email port. So if you have an anti virus/ internet security suite it is quite probable that it will cause connections to fail as the setup is not standard. I also saw a suggestion here that port 1025 only works for Business customers. Have you asked Telus what setting you should use to connect to their server from a VPN? I would think it was a good idea.

So,

  • Ensure you are using a NORD server that is in Canada.
  • Check with Telus as to the setting you need to use.
  • Disable email scanning in any anti virus product.

BTW, despite suggestions to the contrary that it is common for ISP's to restrict connectivity to SMTP servers to only those connected using their network, this is only really common in the USA and Canada where customer lock-in is actively pursued by providers. The rest of the world appears to realise that folks actually go on holidays and use wifi hotspots.

''chorleoni [[#answer-1260115|said]]'' <blockquote> Yes. Outgoing is blocked only when VPN is connected. Have gone through all the above suggestions, to the limits of my meagre understanding, at some length with Nord tech support. Have tried all of the settings suggested. Thanks for your response. </blockquote> I really doubt the statement that Nord has excellent support. You are here, tht is testament to the fact their support is not very effective at all. They might be nice and polite. But clearly if they can not make your email go out through their service they are not "Good". Toad-hall posted <blockquote> All ports are open on our servers, except SMTP and Netbios for outgoing connections.</blockquote> This is a direct quote from Nords FAQ page. You are opening an SMTP connection to the Telus server outgoing (Sending). I think that answers your question really. A quick look through the telus support site makes it clear that they will not accept connections on any port but 1025 unless you are connected to the internet using their service. You are not. The VPN makes it look like your somewhere you are not. Now port 1024 is not a standard outgoing email port. So if you have an anti virus/ internet security suite it is quite probable that it will cause connections to fail as the setup is not standard. I also saw a suggestion [https://forum.telus.com/t5/Mobility-Services/access-to-server-when-away-from-home/m-p/44469/highlight/true#M2919 here ]that port 1025 only works for Business customers. Have you asked Telus what setting you should use to connect to their server from a VPN? I would think it was a good idea. So, * Ensure you are using a NORD server that is in Canada. * Check with Telus as to the setting you need to use. * Disable email scanning in any anti virus product. BTW, despite suggestions to the contrary that it is common for ISP's to restrict connectivity to SMTP servers to only those connected using their network, this is only really common in the USA and Canada where customer lock-in is actively pursued by providers. The rest of the world appears to realise that folks actually go on holidays and use wifi hotspots.

Modified by Matt

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