Forum Discussion

ChrisJ2's avatar
ChrisJ2
Tuning in
18 days ago

BT Email not working with Virgin Fibre

We moved over from BT broadband to virgin fibre about 6 months ago, and paid for BT premium email so we could keep our email addresses, for no apparent reason we are unable we are unable to reply any emails we get, we are able to receive them but not reply or compose new and send them, we keep getting prompted to enter the email password, yet all works well from the BT webmail on google chrome.

This morning I turned off the Virgin hub  for half an hour and while the broadband was off were were able to reply, compose and receive email to all our devices, i.e. iPhone email app, android email app and outlook on our windows PC and laptops, is there something I'm missing or need to do as it is driving us nuts?, BT support tell me to login to the webmail but this isn't always convenient, and would prefer to keep using outlook, any help gratefully received, many thanks, Chris.

  • Client62's avatar
    Client62
    Alessandro Volta
    17 days ago

    Make sure your Outlook application is configured to send using
    a username + password and it is doing so encrypted.

    Make sure Parental Controls are disabled in the VM online account.

    Also try configuring your devices to use a Public DNS e.g. 8.8.8.8 / 8.8.4.4
    or for Android try a Private DNS of : dns.google

    • ChrisJ2's avatar
      ChrisJ2
      Tuning in
      17 days ago

      [IMAGE: REMOVED] due to personal details

       

      Many thanks Alessandro, I have tried all that, no success I'm afraid, I have raised the issue with Virgin so hopefully their techies will be able to solve this, I have attached

       images of the error messages I get when composing and trying to send/reply to emails

       via outlook, thanks Chris.

  • Client62's avatar
    Client62
    Alessandro Volta
    17 days ago

    I'm not so sure this is a VM issue.
    The second screen shot shows BT's outgoing email server has rejecting the logon attempt. 


    • newapollo's avatar
      newapollo
      Very Insightful Person
      17 days ago

      Hi ChrisJ2.

      I've flagged your screenshot to the ModTeam  as the upper section shows your full email address.

      Check your BT email settings in Outlook are set up correctly. See https://www.bt.com/help/email/manage-email-account/manual-settings/what-are-the-settings-for-outgoing-and-incoming-bt-email-servers

      I see you said the you are subscribed to BT premium email, but suggest you double check that it has been set up correctly and is still active.   If it isn't then you will be downgraded to BTMail Basic which can only be used on a web browser and not with email apps or clients.

      To check you can call BT on 0808 100 6778, Monday to Friday 9am to 9pm, Saturday and Sunday 9am to 6pm.

  • ChrisJ2's avatar
    ChrisJ2
    Tuning in
    17 days ago

    many thanks for the reply, yes accidently left the address intact , I spent the whole day on this yesterday BT said because the email was working from a web browser as far as they were concerned it was working correctly, also checked that I am subscribed to premium and I am and being billed accordingly, and so much so it has given me a migraine as the whole family are moaning their email is not working, I'm at a loss really, also checked the server settings too.

  • Client62's avatar
    Client62
    Alessandro Volta
    17 days ago

    Do you now see the same failure to send emails via the email apps on your mobiles 
    when they are using GSM mobile data i.e. when not on VM Wi-Fi ?

  • ChrisJ2's avatar
    ChrisJ2
    Tuning in
    17 days ago

    the emails work fine on mobile data, both compose new and reply work fine when the hub is turned off.

    • 用心棒's avatar
      用心棒
      Very Insightful Person
      15 days ago

      It would be helpful to see what error code is returned by the SMTP server in this situation. From a desktop or laptop device open a Command Prompt and enter the following where username:password is replaced with your BT email address and password, i.e. for a Virgin Media account it would be similar to richard.branson@virginmedia.com:rotavator-racecar-tenet-repaper:

      curl -v smtps://mail.btinternet.com -u username:password

      Warning
      Do not post       the resulting output here but instead review it for possible reported causes, i.e. error code returned by SMTP server; choosing to ignore this advice and posting the unredacted or incorrectly redacted output here will likely reveal your email address, password and / or public IP Address.

      FYI if there is no issue then you should see a similar result to the following output from the curl command:

      ⋮
> AUTH PLAIN
< 334
> [Redacted]
< 235 2.7.0 SMTP350 Authentication successful for user [Redacted]
> HELP
< 214-2.0.0 This is cmsmtp ESMTP service help
214-2.0.0 This is cmsmtp ESMTP service help
< 214-2.0.0 To contact postmaster send email to postmaster@virginmedia.com.
214-2.0.0 To contact postmaster send email to postmaster@virginmedia.com.
< 214-2.0.0 For local information send email to Postmaster at your site.
214-2.0.0 For local information send email to Postmaster at your site.
< 214 2.0.0 end of HELP info
214 2.0.0 end of HELP info
* Connection #0 to host smtp.virginmedia.com left intact

      Otherwise an unsuccessful result will look similar to the following:

      ⋮
> AUTH PLAIN
< 334
> [Redacted]
< 525 5.7.13 Authentication Denied (VM320)
* Closing connection 0
* TLSv1.2 (OUT), TLS alert, close notify (256):
curl: (67) Login denied

       

  • ChrisJ2's avatar
    ChrisJ2
    Tuning in
    13 days ago

    I have done this which is the line that the error code is shown?, I'm returning an unsuccessful result, i.e. curl: (67) Login denied