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On our wavelength
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Registered: ‎29-06-2010
Message 1 of 9 (172 Views)

SMTP stopped working: 525 Authentication Denied (VM304)

Hi, we can no longer send messages from our blueyonder email accounts using SMTP.  

I use Windows live mail client, while my husband uses Microsoft Outlook.   We can successfully receive email via POP3 though.  I have activated the logs in Outlook and this is the error message:

2017.08.10 18:06:00 SMTP (smtp.virginmedia.com): <rx> 525 Authentication Denied (VM304)

I have verified all the settings and they are correct and in line with the settings described here as far as I can tell and we have not made any changes recently to the passwords and/or usernames: https://help.virginmedia.com/system/templates/selfservice/vm/help/customer/locale/en-GB/portal/20030...

 

 

Thanks in advance for any help.

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Message 2 of 9 (162 Views)

Re: SMTP stopped working: 525 Authentication Denied (VM304)

Oh bad luck. Nothing you can do to resolve. The VM304 gremlin strikes again. The Forum Team need to initiate enquiries. I'll refer this thread to them immediately. @ForumTeam


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Message 3 of 9 (151 Views)

Re: SMTP stopped working: 525 Authentication Denied (VM304)

Nice to see someone who actually reads and uses the information I put out there Smiley Happy

As Howard's explained, it's nothing to do with your settings, it's an issue on Virgin Media's back end systems.  The Forum Team will need to escalate this to get it corrected for you.

I've given you a kudo for the clarity of your question too.

Tim

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Message 4 of 9 (129 Views)

Re: SMTP stopped working: 525 Authentication Denied (VM304)

Hello BJan

 

I am sorry you are having problems, we will do our best to investigate for you. I will send you a forum private message to gather some more information.

 

Thank you

Nicola

Virgin Media Forum Team
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Message 5 of 9 (107 Views)

Re: SMTP stopped working: 525 Authentication Denied (VM304)

Hello BJan

 

Thanks for you message, I thought I would post back here to keep the thread updated. The VM304 would look to be legitimate as the mailboxes have been locked as they are not on an active broadband account. If you have broadband with us it may be possible to move the old profile containing them across to become your working profile however any email addresses you currently have will be lost. The other thing to consider if you wish to go ahead is we are only allowed to do it once data protection checks have been passed and that requires you to be the named account holder. If you would like to proceed and are the account holder please reply to the PM I am about to send you, if you are not the account holder then it will be necessary for them to give us a call (150 or 0345 4541111) and request a "profile move and transfer from an old account" 

 

Thank you

Nicola

Virgin Media Forum Team
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Message 6 of 9 (104 Views)

Re: SMTP stopped working: 525 Authentication Denied (VM304)

Nicola I find this astonishing.   Why can I still receive messages via POP or are you going to close that now too?

 

I do have an active account, I pay in excess of £130 a month.  It has been active for the past 12 years of living at my current address.  Some of the emails may be associated with an old account, but it is hardly my fault that virgin/telewest etc couldn't just change my address on an old account when moving home.  I've been a customer of virginmedia and its predecessors since the start of 1999, and have moved house 3 times in that period.  I was told I could retain the old email accounts then.  Why would you want me to delete them now?  This is appalling. 

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Message 7 of 9 (92 Views)

Re: SMTP stopped working: 525 Authentication Denied (VM304)

@BJan

When you moved each time the agents should have done what's called a "Move and Transfer" - this is because a move essentially ends up setting up a new account, so the email addresses from the new account are replaced with the email addresses from the old account.

So when you were told you could keep your old email addresses it was correct, but only once the move and transfer was done.

Nicola is not proposing to delete the old addresses.  What she is proposing is to move the old email addresses on to your current account.  But the problem is that if you've got any email addresses that are linked to the new account specifically, then the move and transfer will overwrite them.

The fact that you can collect your mail via POP3 bodes well for you, as it means the account hasn't been deleted, although the SMTP backend thinks it has.  The POP3 servers which are elsewhere still allow you to connect.

Tim

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Message 8 of 9 (83 Views)

Re: SMTP stopped working: 525 Authentication Denied (VM304)

[ Edited ]

Thanks @ravenstar68 - I think I get it, but I'm also annoyed as this is not of my making.  We've never not had an active cable account since first joining.  It would seem as you say that the operators did not do the job correctly.  But that is 12 years ago the last one, the others much longer back than that.  It worked until very recently.

Nicola has asked me to say which email addresses I want to retain, but that the existing profile would be overwritten with the old.  I have 3 email addresses that I still use as login for things like forums/online enquiries etc - things I've been using for a long time and don't necessarily fancy having to go change.  I do have my own domain and I use that for more personal/secure things so I'm not necessarily reliant on this, but it would still be a pain.  

I am not clear whether I can only have email accounts associated with 1 of the 4 accounts I've held through the years, or whether I can specify specific email accounts which may or may not be associated with different ones.  I have asked via DM whether Nicole could let me know which email accounts were associated with which VM accounts.   It was created so long ago I can honestly not remember.

Thanks again for your help it is much appreciated.  I have since also read your email re orphaned accounts.   I can completely understand not being able to use your old email if you're no longer a customer, but not if you've continuously been a customer but forced to move 'accounts' when moving home. 

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Message 9 of 9 (66 Views)

Re: SMTP stopped working: 525 Authentication Denied (VM304)

[ Edited ]

I think @Nicola_C will need to check how many profiles are involved and which email addresses are linked to the same profiles.  But imagine this scenario.

Profile 1

Address A
Address B
Address C

Profile 2

Address D
Address E
Address F

Profile 3

Address G
Address H
Address I

You would only be able to keep ONE of the 3 sets of addresses, sadly it's not possible to pick and choose specific addresses on a mix and match basis.

So essentially if this was the case and you wanted the addresses from Profile 1, you wouldn't be able to keep any of the addresses linked to Profile 2 and 3

As I don't know how this applies specifically to you it's hard to say what impact this will have on the addresses you currently use.  My hope is that a move and transfer was applied properly at least once down the line.

Personally my thought is that while we have all been used to relying on ISP provided mail (and that includes myself until around 3 years ago), it's better to move all addresses to a non ISP related email provider.  While we can't guarantee that the likes of Gmail and Hotmail might not close somewhere down the line, because they specialise in providing email, it's unlikely.

ISP's on the other hand specialise in providing internet connections.  The email is provided as an incidental service, and if I'm brutally frank about it, Virgin Media's offering remains sup par compared to the service offered by other ISP's, however part of this is because they took what I consider to be a bold step in taking the email provision back "in house" after Google closed their Apps for ISP service, which was what was used to provide emails previously.  If you look at other ISP offerings you'll see that some if them actually use other mail providers such as Yahoo Mail.  (BT and SKY for example).

I can understand why you are annoyed over this BTW, but I do think Virgin Media do need to get a grip on this problem and sadly this does mean that some of the outcomes are not going to be as favourable as customers would like   The fact that people can still use addresses linked to the dial up service, despite that service closing in 2013 consistently irks me.

Tim

Edit

BTW slightly off topic but still important to note is that you are using Windows Live Mail.  Microsoft officially ceased providing support for this in January this year, so I would recommend you consider finding a new email program, as this means it will no longer receive security updates.

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