Can send but not receive emails on Android or IOS

[darrincutting]

Hi

I appear to have a common problem which never appears to get resolved by VM. I am able to receive my emails but not send them although I can send them on Webmail. All of my settings are correct and I have deleted and reinstalled all the apps I use for email. This appears to be a common problem and I would appreciate VM sorting it out. 
also before I get the usual log on from a PC and get a VM code I can not do this as I only have an iPad or android phone.

[coenoby]

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@darrincutting wrote:

I am able to receive my emails but not send them although I can send them on Webmail.

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I am sorry to say that the situation you describe almost certainly means that t

he IP address of your Virgin Media home network is on a spam  blocklist. VM refer to these blocklists to prevent spam but the lists are managed and operated by an organisation called Spamhaus. See here for information on them https://www.spamhaus.org/organization/ 

I must say straight away there is no suggestion that you personally are sending spam emails. If you IP address is on a blocklist it is because Spamhaus have detected suspicious traffic being sent. That suspicious traffic is almost certainly coming from Malware that has somehow infected a smart device on your network and is busy in the background doing who knows what completely unnoticed!

One quick check to confirm that is by trying to send VM email from the email apps on your phones but using your mobile data network rather than your VM wifi. When you connect to your mobile data network you will get a different IP address so if you can send using that IP address it points even more strongly to your VM IP address being on a spam blocklist.

You can confirm for sure whether your VM IP address is being blocked by opening up a browser using your VM wifi network and then:

• going to this link https://whatismyipaddress.com/  and noting or copying your IP address.
• then going to https://check.spamhaus.org/  and paste or type your IP address in to the 'Enter single IP address....' box and clicking 'Lookup'

Your address may well be listed on the PBL (Policy Block List) but that is to be expected and is not a problem.

Post back if your IP address appears on another list.

If your VM IP address is on a Spamhaus blocklist you can apply to Spamhaus (not VM) to have it removed. However, your IP address will just go straight back on the blocklist if you have not removed the malware that is causing the suspicious traffic. That relisting is an automated process by Spamhaus and is outside VM's control.

Coenoby

[Gareth_L]

Hello darrincutting.

Thanks for your first post and welcome to our Community.
Sorry to hear you are having an issue sending emails.

Like @coenoby has expertly advised your IP address will be blocked due to the devices on your home network containing Malware.

Can you please a full scan and wait 24 hours to see if you can the send emails.

Gareth_L
 

[darrincutting]

Thank you very much and it appears that my IP address is on a block list. Can you advise on how I find and remove malware. I have an iPad, android phone and a number of Amazon fire sticks so not sure how to find the culprit.

[Graham_A]

The Amazon fire sticks are a possible candidate for malware especially if you have installed non standard apps onto them to access material that would not ordinarily be available.  The easiest way to clean them is a factory reset.

[Zach_R]

Hi @darrincutting,

I would recommend performing a scan on all of your devices (where possible) that are connected to and use that home network to ensure that the root of the issue is identified and removed.

Let us know how you get on.

Thanks,