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craibh's avatar
craibh
On our wavelength
2 years ago
Solved

Can receive but not send emails

We have used ntlworld.com email addresses for many years- generally without any real problems.However a couple of days ago we discovered that we could receive, but not send, emails.Anything we want to send just goes to the Outbox on the sending device and lies there.

I had a long conversation with someone at Virgin today and he ended up by saying that the VIrgin router and service were working normally so it must be something in our device(s) which was causing the problem.I pointed out that this problem affected 6 email addresses- including two virginmedia ones- and 4 devices- an iPhone and IPad, an Acer laptop an HP PC.In terms of software running on these devices there was Outlook in the laptop and PC but not in the iPad or Iphone.The laptop has Windows 11 and the PC Windows 10- and the iPad and Iphone that the IOS systems.I cannot really see how if the router is working properly all the separate devices with separate software  could suddenly have a  common problem.

 

I have no reason to doubt that the devices are capable of working properly.I took my iPhone out onto the street and used the 4G link on it  to send an email from an ntlworld email address.

 

I do not know if anyone has had a similar problem,but would be very grateful for any suggestions as to how to sort the problem.

 

Many thanks.

 

Craibh

 

 

  • JCmacc's avatar
    JCmacc
    2 years ago

    Virgin help line pushed me to Device Support too - they wanted a £9.99 per month charge to fix the issue. It was nothing to do with my devices, neither is your issue. It 100% sounds like your home Hub IP address has been blacklisted.

    Please try the online form in my previous reply - it fixed things for me and loads of others and is free.

     

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  • JCmacc's avatar
    JCmacc
    Up to speed
    2 years ago

    I had this issue and it was an IP block on outgoing e-mail from my home Hub - you may have the same given you can send from a  phone using data.

    I suspect you will also be able to send if you use the Web Mail App.

    Have a look at the detailed error code generated when you try and send an e-mail via Outlook. It may mention an IP issue.

    If it does, there's a quick fix using an online form (linked in loads of my replies to this board - but if you can't find it let me know and I'll re-post it).

    • craibh's avatar
      craibh
      On our wavelength
      2 years ago

      Very many thanks JC mac.When I get a message regarding the reason for the emails in the Outbox not going out it does refer to Outlook an can have  error codes which included (0x0800CCC0F) and ( x 800CCC67) .Very grateful if you could send me a copy of reply dealing with the online form?

       

      What really puzzles me about all thsi is the problems seem to be related to the email providers like Outlook- but how does a similar problem arise with a number of different  competitors of Outlook?

      • JCmacc's avatar
        JCmacc
        Up to speed
        2 years ago

        It will happen to any e-mail sent via the Home Hub via third-party providers as the outgoing IP of the Hub address is listed (and blacklisted).

        That's why using phone data is OK and why the Virgin Web Mail is OK (the outgoing address there is the central Virgin one, not your Hub).

        To get this sorted:

        • go to https://netreport.virginmedia.com/netreport/ :
        • select Email Sending Errors from drop down list
        • Other from drop down list
        • copy and paste the error message into  Log evidence field
        • enter your name into My name field
        • enter email address into Email address field
        • select Submit button

        Was fixed within about 12 hours for me. Good luck.