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kboyk
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Cannot Send Mail

I have not been able to send mail on ipad or android phone for a 5 days now.

Tried deleting the account - no joy.

I even reinstalled the ipad - no joy

Tried the fix in this post http://community.virginmedia.com/t5/Email/Ipad-Iphone-SMTP-why-deleting-and-recreating-an-account-DO... - no joy.

I have also seen the odd error in Webmail.

Any advice would be welcome.

kboyk

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Message 2 of 16
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Re: Cannot Send Mail

Hi kboyk,

 

Thansk for your post and a bit welcome to the forums, I'm sorry to see that you have been having trouble with sending your emails. 

 

It sounds like the settings might be slightly out. Double check that the settings you are using are the same as the ones found here: Email Settings

 

Do you have the same issue when sending the mail within Webmail?

 

Come back and let us know.

 

Thanks,

Kath_F
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kboyk
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Message 3 of 16
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Re: Cannot Send Mail

Hi Kath,

The link you provided only displays an unspecified error.

My Ipad settings are as follows.

Primary Server: smtp.ntlworld.com
Hostname: smtp.ntlworld.com
Username: xyz@ntlworld.com
Password: xxxxxxxxxx
Use SSL: Yes
Authentication: Password
Server Port: 465

Webmail works OK most of the time.
Occasional "time-outs" and "Server unreachable".

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Message 4 of 16
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Re: Cannot Send Mail

Hi kboyk,

Apologies for the broken links, try these instead:

VM email server settings

VM webmail

Anyway I have inspected your SMTP logs and see that VM304 is the error returned. This is due to a problem with the LDAP which is something we can, and shall sort out.  I've already escalated this to I.T. for you, ref: P007619762, and I'll get in touch as soon as I have an update (approx 3-5 days). Once we've fixed this you'll be able to send mail with no problems. Smiley Happy


Jen
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Re: Cannot Send Mail

Hi kboyk,

 

I hope you don't mind me picking this up, Jen is currently out of office. 

 

Just a quick update, the IT team advised :

 

'Unable to find any issues this end - Password in sync on both LDAPS '

 

How have things been since we spoke to you last, if you are still having trouble let me know and we will see what we can do to investigate this issue further for you. 

 

All the best

 

Emma


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Re: Cannot Send Mail

Hi kboyk,

I'm back now, sorry for the delay Smiley Happy

Just to clarify - I.T. were unable to locate any of the usual LDAP issues that the VM304 error usually relates to and have requested that I escalate this to our Email engineers for further investigation.

I'd like to look at more recent SMTP logs before taking this step but have run out of time right now. However, I'll get on to this first thing tomorrow and shall see what action I need to take. 

I shall keep you updated.


Jen
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Re: Cannot Send Mail

Hi kboyk,

The SMTP logs aren't showing any recent activity. I've checked for this month and several dates from November. Please let me know what the current situation is with regards to sending mail so that I can help further. Thanks Smiley Happy


Jen
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kboyk
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Message 8 of 16
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Re: Cannot Send Mail

There has been no recent activity because I have been reluctant to use the service.

I have sent a few test messages (via wifi) from my Android phone and Ipad (via wifi) and all seems fine for now on that front.

However, any messages sent from my Android phone (via 4G) get held in my Outbox and I then get a notification saying "Couldn't sign in".

I will reset my phone and see if the problem persists.

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Message 9 of 16
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Re: Cannot Send Mail

Hi kboyk,

Hmm in that case it would appear to be a setting with your android perhaps.

Please let me know what happens so I can attempt to be of help if needed Smiley Happy


Jen
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kboyk
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Message 10 of 16
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Re: Cannot Send Mail

I have reset my phone - same problem Smiley Frustrated

Messages sent from my Android phone via 4G get held in my Outbox and I then get a notification saying "Couldn't sign in".

No problems with Outlook.com, Gmail or my work email accounts (via wifi or 4G).

Screenshot_20161208.png

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