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kacyastro's avatar
kacyastro
On our wavelength
2 months ago
Solved

Problems with Email and other issues....

My Account Reference: [MOD EDIT: Personal details]

Hi, I contacted the VM customer help desk last Tuesday evening concerning an issue I'm experiencing with our Apple mobile devices. The mail app stopped receiving emails and returned the following error relating to online status: Temporarily blacklisted IP Address - try again later. I believe the supervisor on duty noted the issue for forward resolution but I have no record of that. It's now 2 days later and the problem is continuing. This morning I had a call with Apple to see if they could help and to get their opinion on the likely cause. We tried isolating the network by switching Wi-Fi off and on and uninstalling and reinstalling two internet accounts plus changing passwords via the VM website all without success. Mobile data is working okay. I should add that I had already rebooted the VM 5 Hub without any change. Despite the 'blacklisting' Apple felt there was an unlikely conflict with my IP address. Their conclusion is that the problem is a VM network issue and not an Apple one (maybe a result of Router upgrade?) as everything was working fine before. I'm really head scratching now for answers as although we are able to access the email accounts through the VM web page portal users will appreciate this is totally unacceptable for any length of time.

Please is anyone out there able to resolve this in quick time?

Best regards

Apologies if this post has been doubled up but I couldn't find my initial one in my VM Community A/c.

email
  • Vikki_M's avatar
    Vikki_M
    2 months ago

    Hi kacyastro,

    Thank you for the update. Just to clarify for us please, do you require any further support? Or is this issue now resolved?

    Please pop back to us when you can. 
     

     


     

13 Replies

  • kacyastro's avatar
    kacyastro
    On our wavelength
    2 months ago

    Hi everyone. Does anyone know how to 'unblacklist' a temporarily blocked imap.virginmedia.com mail server? Thanks.

    • John_GS's avatar
      John_GS
      Icon for Forum Team rankForum Team
      2 months ago

      Hi kacyastro 

      Thanks for posting and welcome to the community. We're sorry to hear of any email issues and can see since posting, that you've spoke to the team. They have raised this with IT for you and their timescales are 5 working days. They'd be in touch with you as soon as they have any updates.

      Best wishes

      • kacyastro's avatar
        kacyastro
        On our wavelength
        2 months ago

        Thanks John_GS. To update you and the team my emails have reappeared but not sure about the stability as I'm getting prompts still to enter my imap password. Keep expecting the system to drop out again!

        Best wishes

  • kacyastro's avatar
    kacyastro
    On our wavelength
    2 months ago

    Hi @ John_GS

    Thanks for keeping tabs. We only have Apple devices so perhaps fortunately there's no other issues. Apple mail is still updating so fingers crossed that whatever the original problem was it's gone away!

    Best wishes to the Team

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team
      2 months ago

      Hi kacyastro,

      Thank you for the update. Just to clarify for us please, do you require any further support? Or is this issue now resolved?

      Please pop back to us when you can. 
       

       


       

  • kacyastro's avatar
    kacyastro
    On our wavelength
    2 days ago

    VM Webmail and password issues update

    Maybe by luck (although I like to think with some logic also!) I've finally managed to resolve an issue preventing login to Virgin Media Mail by implementing the following strategy:

    1. Open My Virgin Media (in Safari in my case).
    2. Sign in and select account to login with - I have three accounts in total.
    3. Click on that account.
    4. At sign in enter Virgin Media O2 ID (NB - Touch ID on my Mac and not the same as used for my email app).
    5. Click on the 3 horizontal bars at top left.
    6. From options that appear select Email. A VM Help page on managing my email account opens.
    7. Go to 'In this article' heading and under How do I access emails on My Virgin Media account? go to IMAP settings (recommended).
    8. Click Host name: imap.virginmedia.com
    9. This opens the selected account from 2. above.
    10. On completion remember to sign out.

    Does any of this rather protracted 'work around' make sense to anyone out there in the Community? Best Regards.