Forum Discussion

keeleycross13's avatar
keeleycross13
Tuning in
9 months ago

IP Address apparently blocked and according to second line technical help only three options to resolve

Hi, after not being able to send email all day I called the helpline and was passed to a back office for second line tech support which was not in the UK. I was told it was that my ip address was blocked,as a result i cannot send email from outlook i do not know why, I have checked all devices on network and all are security protected and have blockers and virus checkers, avast on some and mcafee on the rest. Tech support advised I could either wait until my ip address changes in the beginning of may, subscribe to mxtoolbox at a cost of 300us dollars or upgrade my internet speed to 1GB at an extra cost of £24 a month, i would also get a new router with this. This to me seems absolutely crazy and a blatant rip off. I declined both the mxtoolbox option and the speed upgrade. Why should i spend an extra £300 a month because my ip address has been blocked through no fault that I can see. After perusing these boards i have realised i can fill out a form for the Virgin Media Internet Security team, and have done so, but I am sufficiently aggrieved that upgrading my broadband package was even offered as a solution, it just seems exploitive. Has anyone else experienced this?

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    9 months ago

    Are other web sites blocking your IP, or only email?

    Is this a VM email address or an outside one? 

    How are you sending the email, device and app types? 

    What messages do you get? 

    • keeleycross13's avatar
      keeleycross13
      Tuning in
      9 months ago

      I have replied in the thread but also direct to you as not sure what is best. I cannot send email in Outlook, i can only use webmail. I get an error message back which I will paste. I have also confirmed that it is definitely blocked using a web based ip checker. It is blocked by Spamhaus Zen. Error message is..

      SmtpSubmissionPermanent5XXException: Smtp submission failed. Server 'smtp.virginmedia.com' Port '465'. --> Unexpected SMTP server response. Expected: 235, actual: 525, whole response: 525 5.7.13 Authentication Denied (VM321)
 
Failure code: 9489
      • al67's avatar
        al67
        Superfast
        9 months ago

        A lot of people have the same SMTP ptoblem, just look at the number of threads on the same subject!

        VM are apparently aware, but the only official replies here are garbage as they haven't read all of the details. Help line is spewing garbage too,don't go there!

        Only option seems to be to wait the customary two weeks until it suddenly mysteriously fixes itself 😉

         

  • keeleycross13's avatar
    keeleycross13
    Tuning in
    9 months ago

    Hi, the only problem I am experiencing now, is that I am unable to send email via Outlook, my usual email program. I am getting the message back 

    SmtpSubmissionPermanent5XXException: Smtp submission failed. Server 'smtp.virginmedia.com' Port '465'. --> Unexpected SMTP server response. Expected: 235, actual: 525, whole response: 525 5.7.13 Authentication Denied (VM321)
 
Failure code: 9489

    I have looked up my ip address in google and have checked on mxtoolbox website and it says it has been blocked by Spamhaus Zen. So I am not really sure what else I can do.
  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    9 months ago

    And this has happened suddenly, with nothing else changed? 

    There are others on here with more experience of VM email who I am sure can help (I have never used it personally), but others have reported problems using it with Outlook recently.

    Could you try using a different email app as a test? 

  • keeleycross13's avatar
    keeleycross13
    Tuning in
    9 months ago

    Thanks for replying, I have done what you said, and it was PBL blocked, when i input the above details i received this back

    * Trying 84.116.6.19:465...
    * Connected to smtp.virginmedia.com (84.116.6.19) port 465
    * schannel: disabled automatic use of client certificate
    * schannel: next InitializeSecurityContext failed: Unknown error (0x80092012) - The revocation function was unable to check revocation for the certificate.
    * Closing connection
    * schannel: shutting down SSL/TLS connection with smtp.virginmedia.com port 465
    curl: (35) schannel: next InitializeSecurityContext failed: Unknown error (0x80092012) - The revocation function was unable to check revocation for the certificate.

    C:\Users\peasi>

    • 用心棒's avatar
      用心棒
      Very Insightful Person
      9 months ago
      keeleycross13 wrote:

      Thanks for replying, I have done what you said, and it was PBL blocked, when i input the above details i received this back

      * Trying 84.116.6.19:465...
      * Connected to smtp.virginmedia.com (84.116.6.19) port 465
      * schannel: disabled automatic use of client certificate
      * schannel: next InitializeSecurityContext failed: Unknown error (0x80092012) - The revocation function was unable to check revocation for the certificate.
      * Closing connection
      * schannel: shutting down SSL/TLS connection with smtp.virginmedia.com port 465
      curl: (35) schannel: next InitializeSecurityContext failed: Unknown error (0x80092012) - The revocation function was unable to check revocation for the certificate.

      C:\Users\peasi>

       

      Because your email client (and curl) cannot validate the server's certificate a secure connection cannot be established between the two. This inability to check certificate's revocation status is something that Virgin Media need to investigate and issue has been flagged to them.

    • jpeg1's avatar
      jpeg1
      Alessandro Volta
      9 months ago

      It's not unusual to see people offered upgrades inappropriately.