Forum Discussion

Elsiejohnson's avatar
Elsiejohnson
Tuning in
2 years ago
Solved

Can't send emails as of today. Is Virgin using other servers now?

So I can't send emails on any device as of yesterday. I can only send through the Virgin email webpage and can't use any app on phone or computer.  I can receive only. All SMTP settings are unchanged.

I call Virgin and get a guy with a terrible accident who says the only way to fix it is to change my user name and use another ie Google email address. WTH? I decline. 

Has Virgin stopped supporting emails? Are they piggy backing now off other company's servers and not fixing their own?

How do I fix this. See the error message below.  Many thanks. Much appreciated. 

Sending of the message failed.
An error occurred while sending mail: Outgoing server (SMTP) error. The server responded: csmtp3-prd-nl1-vmo.edge.unified.services csmtp3-prd-nl1-vmo.edge.unified.services Virgin Media has blocked your connecting IP 82.16.79.44 Too many bad emails have been sent. Visit https://netreport.virginmedia.com/netreport Section: Email Sending Errors to request delisting.

  • I have exactly the same issue.

    Is your e-mail a legacy ntlworld one by any chance?

  • I have exactly the same issue.

    Is your e-mail a legacy ntlworld one by any chance?

  • I've switched from VM mail completely.  My advice is to use a Google or Microsoft account - they are free and reliable.  If you are running Windows, you will probably already have one.

    Yes, it's a pain to switch, but you only need to do it once.

  • 用心棒's avatar
    用心棒
    Very Insightful Person

    Elsiejohnson wrote:


    How do I fix this. See the error message below.  Many thanks. Much appreciated. 

    Sending of the message failed.
    An error occurred while sending mail: Outgoing server (SMTP) error. The server responded: csmtp3-prd-nl1-vmo.edge.unified.services csmtp3-prd-nl1-vmo.edge.unified.services Virgin Media has blocked your connecting IP 82.16.79.44 Too many bad emails have been sent. Visit https://netreport.virginmedia.com/netreport Section: Email Sending Errors to request delisting.


    Consider trying the following:

    • 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

    Hopefully de-listing will occur sooner rather than later but if not post back here to have the issue flagged to the forum team.

    -- 
    I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
    Have I helped? Select Mark as Helpful Answer or 🖒 Kudos to say thanks

    • JCmacc's avatar
      JCmacc
      Up to speed

      Used the net report form, the automated message back includes the following:

      "This contact form is for the purposes of reporting Internet abuse committed by a Virgin Media IP Address or account and should not be used to seek technical support or customer services."

      So despite the server error message blocking e-mail sending saying use that form to report an issue, the results of reporting the issue tell you it's not going to help you.

      Judging by the forum, this is impacting a growing number of people and pushing them to spend £9.99 a month with Gadget Support to get resolution doesn't seem a proper thing to do. 

      • JCmacc's avatar
        JCmacc
        Up to speed

        Update: despite the automated response indicating that no Tech Support would be done, a new e-mail has arrived and the IP block removed.

    • JCmacc's avatar
      JCmacc
      Up to speed

      This worked as it got a Tech action which fixed the issue.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    As @Bolehill said, the only real answer is to move completely to a different email provider.

    VM email is just not reliable, and everything they try to fix it causes more problems for users. It's just not worth the trouble and the risk of losing data. 

  • Thanks for posting the net report form. It has worked for me too. Despite speaking to 4 Virgin departments before them trying to get me to talk to Gadget Support (no thanks), this is the only thing that saved the day. Thanks a million!

  • I have same problem since yesterday with NTL web mail.  Receiving mails but cannot send any from my iPad mail app or android phone app, sent mails go into out mail box and when I try to send from there eventually get a message saying cannot connect to SMPT server.  Contacted support who passed me on to another Virgin team called Homeworks, Gadgets Rescue Department who said mail app settings need amending and they can tell me what to do for £9.99 a month rolling monthly contract, I had already been on phone to Virgin for over an hour by now and to say I was getting annoyed is putting it mildly, thought is this something Virgin have done to foist another subscription service onto customers, anyway they said they would phone back in 20 minutes.  In the mean time I phoned customer services saying that I was considering leaving Virgin expressing annoyance that changes they seem to have made have caused a problem which they now want to charge me to fix.  I was then passed to another team who said they could resolve it at no cost to me and said it was all down to Virgin tightening security and that they needed to system generate a 16 character (19 with hyphens) password using my gmail address.  Eventually this was done and I was then instructed to amend my iPad mail app to use this password for incoming and out going mail.   This done and yes you guessed it I still had exactly the same problem, so I conveyed this to the support person with obviously some annoyance and was told he had done all he could and because I had this Homework’s subscription on my account I should contact them, to which I said I do not want the homework’s subscription and why should I have to pay to get problems resolved that had been caused by changes that Virgin media had made.  So after two and a half hours on the phone here I am no better off than before contacting Virgin except it seems that they have already slapped an extra £9.99 a month onto my subscription for this Homework’s add on which I do not want.

    • JCmacc's avatar
      JCmacc
      Up to speed

      Cancel the Home Works, they only fix your own gadgets (which is why they charge) and this is probably a VM issue that's impacted a load of us now.

      Two things to check:

      - can you send e-mail OK using the VM web server directly? If yes, the issue is your probably home IP address.

      - open the full dialogue box and check the error message when you try and send from a third-party e-mail app, does it say your IP is blocked?

      If yes to either of the above you need to report the issue with your IP address> It's quick to do if you follow the steps below:

      • 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

      Good luck.

  • hi there. I have been having the same problem since yesterday (9th March), have come across this thread today so have now submitted a report , thanks for the steer everyone - heres hoping. 🤞

    • David_Bn's avatar
      David_Bn
      Forum Team

      Thanks for your post on our Community Forums clarkse, and a very warm welcome to you!

      Sorry to hear of the E-Mail issues you've been experiencing. 

      Do feel free to keep us updated with the recent submission of the report.

      Thanks,

      David_Bn

      • clarkse's avatar
        clarkse
        Joining in

        Thanks everyone, the submission of the .netreport has worked for me. The issue was sorted quite quickly after I sent off the form (within 24 hours).