Unable to send emails

Have you set up the app password and made sure settings are correct as per info here

https://www.virginmedia.com/help/broadband/manage-email-account

Hi there, 

Thanks for your suggestion.  I'm not using the app, but accessing Outlook via Microsoft 365 on a desktop. 

I've checked and SSL encryption is not enabled and the port is set to 110.  I've tried to amend to enabled and port 995 - this is the same as 2 other email accounts on Outlook - as suggested, but this just comes up with an error message.

This problem has just cropped very recently - the account has been used for years without any issues.

Hi Graham,  the account already has a password within Outlook, and this the account has been working for many years.  Are you talking about something else which has affected sending, but not receiving, emails?

If you are using an email client (such as Outlook) VM has changed its security requirements so that you need to use an app password when setting up the email client. See below

https://www.virginmedia.com/help/broadband/manage-email-account

VM also seems to have tightened up on the server settings for email clients so make sure the settings in Outlook match the ones in link above

I've changed the password etc as requested in the 'How to manage additional Virgin Media accounts' section, but the Outlook problem still persists

Just putting Outlook to one side for a moment ...

You have said you have now managed to set up 'My Virgin Media' for your wife's email address as per the last bit of info on the page here

https://www.virginmedia.com/help/broadband/manage-email-account#70ca773e-e896-4a23-af12-55e251a25b07

Now you have done that, can you access her VM webmail using the first bit of info on the same page

https://www.virginmedia.com/help/broadband/manage-email-account#a40d8863-1de8-4a2c-88e3-86907c1e7dfb

If you can access her VM webmail then your Outlook issue is a problem with Outlook. If you cannot access her VM webmail then you still have a problem with her VM mailbox.

Thanks goslow

The link into VM webmail works fine

Now all I have to do is resolve the mystery Outlook problem!

If you can access webmail, the account is working OK so you likely need to change settings in Outlook

See the example and link from @coenoby

https://community.virginmedia.com/t5/Email/Can-t-send-emails-and-can-t-access-my-webmail-or-my-broadband/m-p/5537644#M277463

and use the required VM settings for SMTP

https://www.virginmedia.com/help/broadband/manage-email-account

Thanks goslow

I've actually been in contact with Microsoft & they came up with the solution -  for some reason that account didn't have the option to authenticate the outgoing server using the same settings as the incoming server enabled.  No idea how that came about but all is working fine now.

Thanks for your input

Yes, that was the fix above. Seems to have been the same for many customers.