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dilysj1's avatar
dilysj1
Tuning in
10 months ago

Can't send emails and can't access my webmail or my broadband account

For 2 days now unable to send emails from Outlook. Tried to log in to webmail and my broadband account for bills. In each case log in was accepted but then a message in BOTH cases saying I need to renew my contract. So couldn't get into webmail or bills. Have had no contact from Virgin about renewing contract, I've just paid a bill, the bill period is up to 13 July. And as far as I'm aware I don't have a contract for email/webmail!

Got to speak to Virgin yesterday who said there were problems in my area - since 17 June. We have 3 PCs in our house, only mine won't send emails since 2 days ago, broadband has been fine, everything else fine. Virgin refused to investigate until the local issue is resolved. Supposed to be sorted yesterday but still going on. Why would a local issue result in messages to renew contract on Virgin's website? I've tried to access on another PC - same result.

My main concern is not being able to access webmail or my account. Why the message about renewing contract? We've had a contract for years. Never been "renewed". I'm also concerned our house will lose broadband. And Virgin won't help.

On Outlook the send error message was    'Task '*******@virgin.net - Sending' reported error (0x800CCC78) : 'Cannot send the message. Verify the email address in your account properties.  The server responded: 530 5.1.0 Authentication Required (VM401)'

Outlook is part of Microsoft 365. I've done an update.

 And is there another board I should post this on apart from current board EMAIL.

Any ideas / help PLEASE? Greatly appreciated from a non-techie!

 

8 Replies

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  • coenoby's avatar
    coenoby
    Very Insightful Person
    10 months ago
    dilysj1 wrote:

    On Outlook the send error message was    'Task '*******@virgin.net - Sending' reported error (0x800CCC78) : 'Cannot send the message. Verify the email address in your account properties.  The server responded: 530 5.1.0 Authentication Required (VM401)'

    Sorry, I have no idea about the message from VM to renew your contract, only VM themselves can explain what's going on there.

    However, I think the error message from Outlook is pretty clear. You need to amend the email account settings to specify that:

    • the outgoing server requires authentication
    • that Outlook should use the same authentication credentials that have been specified for the incoming server.

    Here's what that server settings screen should look like, note the settings should be as I have outlined with red boxes.

    :

    There are 2 ways to update your email settings in Outlook

    • going via the Windows control panel
    • using the "File" option in Outlook

    Here's Microsoft's explanations of how to use both those options https://support.microsoft.com/en-us/office/change-or-update-email-account-settings-in-outlook-for-windows 

    Coenoby

    • notarobot's avatar
      notarobot
      On our wavelength
      10 months ago

      I had the same issue as OP....I'm NTLWORLD address but made similar changes to those recommended by coenoby and it worked for me.

      In outlook, my outgoing server port was 25 (always has been) so changed to 465 + set encryption to SSL for sending mails + changed to use "my outgoing server (SMPT) requires authentication"  and  "use same settings as incoming server"

      • dilysj1's avatar
        dilysj1
        Tuning in
        10 months ago

        Thanks for your reply. Please see my reply to coenoby. As you're ntlworld and I'm virgin.net rather than virginmedia.com perhaps the settings you and coenoby suggest will, after all, apply to all three? I'm always nervous changing things I don't understand!

    • dilysj1's avatar
      dilysj1
      Tuning in
      10 months ago

      Thank you for your reply.  My settings are different to yours so wonder if your suggestion won't apply. Here are my outgoing (and incoming for completeness) settings. Mine are POP not IMAP and my email is @virgin.net not virginmedia.com. Any thoughts on whether that matters?

      Many thanks

      • Graham_A's avatar
        Graham_A
        Very Insightful Person
        10 months ago

        dilysj1 The settings that you are using are insecure as you are not using usename and password authentication.  You should be able to use the virginmedia.com servers with authentication provided that your virgin.net email address is linked to your current VM broadband account.

        You can find the POP3 settings along with the SMTP settings in this help page: https://www.virginmedia.com/help/broadband/manage-email-account

  • Ayisha_B's avatar
    Ayisha_B
    Icon for Forum Team rankForum Team
    10 months ago

    Hi dilysj1 

    Welcome to our Community Forums and thanks for your post. 

    Can you confirm if you have tried what has been suggested by Coenoby?

    If you still require assistance, let me know and I can PM you to access the account.

    Thanks

    • dilysj1's avatar
      dilysj1
      Tuning in
      10 months ago

      Thanks for your reply. Please see my reply to both coenoby and notarobot. I haven't made any changes yet - bit nervous about getting it wrong and losing my incoming emails too. Just not sure if the suggestion will apply to my POP settings. Any further advice welcome!

      • Steven_L's avatar
        Steven_L
        Icon for Forum Team rankForum Team
        10 months ago

        Thanks for coming back to us dilysj1. Have you been able to get the issues resolved with the help from the forum members or do you still require further assistance?

        Kind Regards,

        Steven_L