Forum Discussion
Yeah I’ve experienced this before and you have to get virgin to act and resolve it on their end with the IP listings. It’s a security setting issue, so annoying you can’t send emails when using their WiFi - so silly!
warning, they try and get you to pay for some gadget repair thing, you don’t need this, they need to resolve it on their security settings and work to get the IP unlisted.
Virgin forum staff, can you please pick up this issue for us both and provide L2 tech support to resolve the IP blocks so we can use our emails properly.
- Akua_A2 years agoForum Team
Hi l0zzie88
Welcome back to our community forums and I am sorry to hear you are having issues sending emails on Virgin Media Network. We can understand the inconvenience caused. To look into this, I will send you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.
Thanks,
- CraigTarr2 years agoJoining in
I have been told my old windows Mail on my desk top is going to be discontinued & have to switch to the "New Outlook."
I have now set up the new Outlook, all my mails have downloaded, I am now receiving mails but it wont send mails.
My Old windows mail still sends & receives, my phone still sends & receives, I have created a new app password as instructed but still not sending. The error code is 21b? I have been passed from pillar to post, from a basic technician to more advanced & he said as long as virgin e-mails work when you log into there site there is nothing more they can do as they no longer provide support for this issue! Do you think this could be the same issue as above?
- Gareth_L2 years agoForum Team
Hello CraigTarr
Thanks for your post.
Sorry to hear you are still not able to send emails through the new outlook.
When you changed the password did you follow these steps?
If you change the password for the account in My Virgin Media > Account settings > Account details you will not be able to use the new password to access the account via an email client. Email client access now requires an app specific password which can be generated in the MyVM > Account Settings > Account details > Mailbox App password management.
Once created use the new app password together with the full email address of the VM email account as the username and password in the Outlook account settings.
Can you please let us know if that helps.
Gareth_L
- Sparrow5399 months agoJoining in
Jumping in on this.
please may I have support? Going through same problem at the minute.
regards,
- Carley_S9 months agoForum Team
Hi Sparrow539
Welcome to the community forums
Sorry to hear that your also experiencing issues with your email.
Can you please details us with what's personally happening to you at your side and we'll be able to assist further with your query.
- JCmacc2 years agoUp to speed
Did you get any resolution on this? I have the same issue with my ntlworld account and an IP problem that stops me sending anything and have also been asked for £9.99 per month for Gadget Support to change some settings.
- 用心棒2 years agoVery Insightful Person
JCmacc wrote:Did you get any resolution on this? I have the same issue with my ntlworld account and an IP problem that stops me sending anything and have also been asked for £9.99 per month for Gadget Support to change some settings.
It would be helpful to see what, if any, error code is returned by the SMTP server when sending. From a desktop or laptop device open a Command Shell in Window or otherwise the Terminal. app and enter the following where username:password is replaced with your email address and password, i.e. richard.branson@virginmedia.com:Y54kpX5g:
curl -v smtps://smtp.virginmedia.com -u username:password
WARNING: Do not post the resulting output here but instead review it for possible reported causes, i.e. VM error code; choosing to ignore this warning and posting the output here unredacted or incorrectly redacted 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 intactOtherwise unsuccessful will look similar to the following; note VM error code VM320 in result:
⋮
> 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--
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- JCmacc2 years agoUp to speed
I get nothing like either of the above running that script.
The error code that Outlook shows when e-mails are failing states that it's been blocked by Virgin
"Virgin media has blocked your connecting IP (then the IP number is given). Too many bad e-mails have been sent. Visit netreport.virginmedia.com/netreport Section: Sending Errors to request delisting".
I can't enter anything into the report form, even after checking Java script is all OK. Apparently though, the form just results in referral to Gadget Support who charge a monthly fee to fix it.
- l0zzie8812 months agoTuning in
Don’t get gadget support. You don’t need that.
you unfortunately need to raise a formal complaint to get through to their senior technical support team.
at the moment I still don’t have an update, or much progress.
But the facts are still true:
- smtp error on outlook or Apple Mail when using my home WiFi
- switch WiFi off and use mobile 4g (EE) no smtp error and Mail send
- ip is still listed on the issues list - can check your IP here https://mxtoolbox.com/blacklists.aspx (Google ‘what’s my IP’ if you don’t know why it is)
it’s a virgin service issue unfortunately, if you’ve already followed all steps to set up your 3rd party app key for your virgin email account, then this is the issue which remains.
I will update IF I ever get any real support from virgin…. The support certainly isn’t turbocharged, like your ad campaigns. 😞
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