Forum Discussion

sjane7's avatar
sjane7
Joining in
30 days ago

IP Temporarily Blacklisted

Hi folks

Just looking to see if anyone can help with my problem.
For no reason, 3rd party email clients stopped sending & receiving email yesterday stating that the password had changed ad that my IP was temporarily blacklisted.
Reached out to VM via the Netreport facility and got the response below which I have followed to the letter and still can't find a solution (webmail is functioning with no problem):

Once on the Virgin Media Mail Settings page, scroll down to the App Password section and click the Generate New App Password button.
A pop-up message will appear asking the customer to verify their email address.
Customers MUST use a third-party email address to continue. They cannot use any @VirginMedia.com, @blueyonder.co.uk or @ntlworld.com address.
A one-time passcode (OTP) will be sent to the confirmed third-party email address.
Multi-factor authentication (MFA) is now required when a customer performs certain actions, such as changing their email password.
The customer must now enter the OTP they've received to verify that it's them.
The customer can then reset the password of the Virgin Media email account

Key SMTP Settings for Virgin Media:
SMTP Server: smtp.virginmedia.com
Port: 465 (SSL) or 25 (! non-SSL)
Encryption: SSL/TLS (for port 465)
Authentication: Yes (you'll need to use your email address and password)
Username: Your full email address (e.g., yourname@virginmedia.com)
Password: Your email password

If you are using any normal email software (such as Outlook, Entourage, Thunderbird, Apple Mail, etc.) and you are being blocked by Spamhaus PBL listing when you try to send email, the reason is simply that you need to turn on "SMTP Authentication" in your email program settings.

Please enable: "My outgoing server (SMTP) requires authentication" in each Virgin Media Outlook e-mail account.

We would advise the following further suggestions to resolve the issue if you are still having issues:

1. Reset the email password via MyVM, and not just the app password or MFA. You will need to reset the actual mail password. This will align all mail service you have and if there is a misconfiguration this will be corrected. (i.e. customer gets a "forbidden" error on webmail).

2. Delete the account from your email client (outlook, thunderbird, etc.) and setup the account as a new account. This way all settings will be set correctly through auto config, and you will not have to modify settings. This automatically configures authentication for both incoming and sending emails.

For more information, please visit: How to manage your email server settings | Virgin Media Help

Kind regards,
Customer Security Monitoring Investigations Team @Virgin Media O2

Virgin Media

2 Replies

Sort By
  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    29 days ago

    Hello sjane7,

    Welcome back to the Community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your email account at the moment. 

    I'd be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
    Kind Regards,
    Steven_L

  • ravenstar68's avatar
    ravenstar68
    Very Insightful Person
    28 days ago

    This

    If you are using any normal email software (such as Outlook, Entourage, Thunderbird, Apple Mail, etc.) and you are being blocked by Spamhaus PBL listing when you try to send email, the reason is simply that you need to turn on "SMTP Authentication" in your email program settings.

    Is totally pointless and is plagiarised from an earlier version of the Spamhaus website.

    Virgin Media do not protect their outbound email system using the PBL - NO ONE does and NO ONE should.

    The PBL is used to protect a class of email servers that receive inbound mail for a domain (otherwise known as Mail Exchangers).

    To this end the PBL simply denotes IP addresses that should not be connecting DIRECTLY to Mail Exchangers - most notably residential IP addresses allocated via DHCP - Which is MOST residential IP addresses, and Static IP addresses that are known NOT to host outbound Mail servers.

    Virgin Media customers sending via smtp.virginmedia.com - NO MATTTER what email client or settings they use WILL NOT be blocked by the PBL.

    It would help to know what specific blacklist you are on so we can give the right advice.

    Consider going to whatismyipaddress.com to find your public IP address, and then using it to check here:

    https://www.spamhaus.org/

    Don't post your IP address on here but do post the results of the lookup.