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keithrob's avatar
keithrob
On our wavelength
10 months ago

Cannot send or receive emails with ntlworld address

My primary address has been @ntlworld.com for some 20 years and I have addresses with both @ntlworld.com and @virginmedia.com. We returned from holiday yesterday having had no trouble receiving or sending emails using our I-Pads whilst away.

Since returning home my wife who also has an email account with an @ntlworld.com address has been unable to send or receive emails using her I-Pad.

A message appears saying " Cannot send mail. The username or password for SMTP Sh*******b@ntlworld.com@smtpvirginmedia.com " is incorrect.

Nothing I have tried to do has rectified the situation and I am now at a loss what else to try.

Any help or guidance to a totally frustrated octogenarian would be appreciated.

  • 用心棒's avatar
    用心棒
    Very Insightful Person
    10 months 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:

    • in Windows open a Command Prompt in Window
    • in macOS or otherwise operating systems, Terminal application

    Then enter the following where username:password is replaced with your email address and password, i.e. richard.branson@virginmedia.com:rotavator-racecar-tenet-repaper:

    curl -v smtps://smtp.virginmedia.com -u username:password

    Do not post the resulting output here but instead review it for possible reported causes, i.e. VM error code; 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 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

     

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