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brentbridge
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Ipad and ntlworld.com

I cannot send e-mails on my ipad using ntlworld.com from outside home. It says 'server refused ntlword.com' etc. Works OK from home address but not when away. However, my  g-mail address works anywhere - no problem. Have spoken to Virgin tech advisers 3 x times now but no success.

Followed the advisers instructions i.e I have removed address and user name from smtp out going. I have listed virginmedia.com as primary sender, with blue yonder and ntlworld as secondries. Have double checked all settings as per their advice, but still not sending from outside address using ntlword address.

I think this must be a common problem with a fault somewhere, which is down to ntlworld compatibility with ipads. I suggest Virgin needs to sort this out. There are many cases of this problem listed.

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Message 8 of 17
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Re: Ipad and ntlworld.com

Hello brentbridge

 

Thanks for getting back with the email address. Basic SMTP checks seem to be working from here, if I check the logs for the last couple of days there seems to be a few attempts from a BT-Central-Plus IP failing VM401 error 530. Is this you do you think, have you been failing to send from a BT connection. The error would suggest Authentication is required but not offered. 

Early days yet but I am wondering about the ipad SMTP config, the settings should be:-

 

 

SMTP server name smtp.ntlworld.com

SMTP SSL Enabled

SMTP port 465

SMTP authentication Enabled (or 'Password' on Macs)

SMTP username Full email address, e.g., richard.branson@ntlworld.com

 

Something to consider with the ipad SMTP settings is Tim's other post  Ipad/Iphone SMTP why deleting and recreating an account DOESN'T fix it.

 

Please keep us updated.

 

Thank you

 

Nicola

Virgin Media Forum Team

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Message 2 of 17
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Re: Ipad and ntlworld.com

I'm going to answer this in stages.

Compatibility

Virgin Media use the same protocol for all their servers IMAP or POP3 for incoming, SMTP for outgoing.  These are protocols that have been in use since the 1980's although there has been some tweaking behind the scenes, the nuts and bolts are well understood.  There is no issue with compatibility.

Authentication

When you said you followed the advisers instructions - was this a Virgin Media agent?  Virgin Media uses two schemes to authenticate users when sending.

1. IP address - If you're sending from a Virgin Media IP address then the legacy servers (smtp.ntlworld.com, smtp.blueyonder.co.uk, smtp.virgin.net) currently don't require a username and password as the IP address is used as proof that you are allowed to send.  Which is why, without a username and password you can send from your home address.  Edit - Incidentally smtp.virginmedia.com does not use this form of authentication it only uses username and password.

2. Username and Password - If you're sending away from home then you must authenticate with a username and password otherwise the sender is refused with a 530 VM401 Authentication Required error.  This is not a compatibility problem.  If you set the Authentication type to password and use the same username and password as for the incoming server it should work.  See my post here for a description of how to set up the SMTP servers on an IPad - Just make sure you use smtp.ntlworld.com as the server name.

As such no Agent worth his/her salt should be recommending that you remove the username and password from the sending settings.  That should be a workaround while they look into the issue of why the username and password is not working, (particularly if you can receive using the same details).

Ipad Weirdness

When setting up the SMTP server on the Ipad if the username and password aren't accepted, you don't get the expected error from it (I've submitted feedback to Apple last week after discovering this).  Instead you get the following error

wrongattempt.JPG

Note: I checked and Virgin Media's server actually sent back the right error code so this is down to a flaw in the IPad error reporting, not an incompatibility issue.  All I did to get it working again was put in the correct password.

Virgin Weirdness

There is a strange situation where the back end servers that deal with account status can fall out of sync.  Effectively even if you have a valid account, the SMTP servers can think that you no longer have one.  Which is why I said the advice from the agent should only be considered a workaround.  Yes it get's the Ipad sending when you are at home, but it doesn't actually fix the underlying issue.

Virgin Media can look into this and will escalate it if this is the case, although it can take the Forum Team around a week to get to posts lately.

With the above in mind - the first thing I'd do is try re-adding the username and password - making sure you are using the settings as descibed in my linked post.  And letting us know precisely what error message you get.

Tim

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Re: Ipad and ntlworld.com

Many thanks for detailed reply. I shall investigate further. Nevertheless the advice you have kindly given me, contradicts the advice given by Virgin - in parts. I most definably sought advices from Virgin themselves by dialling 150. On one occasion I had to wait sometime to be put through to an iPad 'Specialist' on Virgin's staff. So for me their is still some confusions. If I don't succeed I shall give up and just use my Gmail account which gives  no problem either here or in 'foreign parts'. Thanks

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Message 4 of 17
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Re: Ipad and ntlworld.com

Where my advice contradicts advice given over the phone - you can safely assume my advice is correct.

I that sounds overconfident, it's because I understand:

  • Email
  • Virgin's recommended settings - (which are actually the same for all domains - the only difference being the servers used).
  • Ipad shortcomings, although the one about the timeout error I did only discover last week, and it came as a total surprise.

As stated currently with ntlworld.com you CAN send from your home connection with authentication turned off.  However this is NOT the recommended setting - as such phone support should NEVER tout is as the solution to your problems.  It's a workaround but it's not a complete fix.  If your username and password isn't accepted then phone support should have escalated.

@Nicola_C or @Jen_A would either of you be able to check if this could be and LDAP backend issue?

As for Virgin having an "IPad specialist" - lets just say I've actually taught an Apple staff member a thing or two about how the Ipad works with regards to email.

Your problems not an insurmountable one, and it would be a shame to give up on it completely, when a solution most likely exists.

Ravenstar68

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Message 5 of 17
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Re: Ipad and ntlworld.com

Thanks Tim, we will be happy to take a look.

 

Hello brentbridge

 

Welcome to our forum, I am sorry you are having problems sending emails. We would like to help but need a little more information please so I have sent you a forum private message to gather it.

 

Thank you

Nicola

Virgin Media Forum Team
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Message 6 of 17
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Re: Ipad and ntlworld.com

Many thanks for further advice. I am sure you are right. I believe you totally and agree with you that Virgin advice can be iffy, although in the main, the mean well. I have been led up the garden path on occasion and needed further advice to sort out a PC problem which their advice merely escalated.

It would be much appreciated if you  could list out the settings, briefly, so that I could check up as to how my iPad is configured for correct sending from 'foreign' addresses. I can pop over to a friend and try it out.  Thanks v much . much appreciated

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Message 7 of 17
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Re: Ipad and ntlworld.com

tnx

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Message 8 of 17
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Re: Ipad and ntlworld.com

Hello brentbridge

 

Thanks for getting back with the email address. Basic SMTP checks seem to be working from here, if I check the logs for the last couple of days there seems to be a few attempts from a BT-Central-Plus IP failing VM401 error 530. Is this you do you think, have you been failing to send from a BT connection. The error would suggest Authentication is required but not offered. 

Early days yet but I am wondering about the ipad SMTP config, the settings should be:-

 

 

SMTP server name smtp.ntlworld.com

SMTP SSL Enabled

SMTP port 465

SMTP authentication Enabled (or 'Password' on Macs)

SMTP username Full email address, e.g., richard.branson@ntlworld.com

 

Something to consider with the ipad SMTP settings is Tim's other post  Ipad/Iphone SMTP why deleting and recreating an account DOESN'T fix it.

 

Please keep us updated.

 

Thank you

 

Nicola

Virgin Media Forum Team
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brentbridge
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Re: Ipad and ntlworld.com

Yes Nicola, I did attempt to send from a friend's location and got the usual reply 'Failed ....ntl.com' server refused. No. error number was quoted. This was after absolute  assurance from a Virginmedia 'Expert' that I had fixed all errors. Hence my frustration..

I will look carefully at the settings with the info you gave me, although I was assured that port 993 was the correct setting..But thanks.

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Message 10 of 17
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Re: Ipad and ntlworld.com

Hello brentbridge

 

Port 993 is correct for the incoming server if you are using IMAP however it is the outgoing side of things that you have a problem with. It can be a bit tricky on an ipad, ravenstars68's guide here is very good Ipad/Iphone SMTP why deleting and recreating an account DOESN'T fix it.

 

Good luck

Nicola

Virgin Media Forum Team