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Terryh116's avatar
Terryh116
Joining in
2 years ago
Solved

Can’t send email from NTL email address on IPad/phone

Yesterday found that I couldn’t send email on mobile device, mails went into outbox with message ‘Unable to connect to SMTP server’. Could send mail via web browser.  Contacted Virgin support and tol...
  • JCmacc's avatar
    JCmacc
    2 years ago

    There's a VM online support route for this issue which is obviously about your IP address (given the VPN fixed things) that fixed the problem for me even though it says it's not for support. Instructions below.

    As I said, this has worked for me and others on the board and it was fixed fairly rapidly (well within 24 hours).

     

    • go to https://netreport.virginmedia.com/netreport/ :
    • select Email Sending Errors from drop down list
    • Other from drop down list
    • copy and paste the error message into  Log evidence field
    • enter your name into My name field
    • enter email address into Email address field
    • select Submit button
JCmacc's avatar
JCmacc
Up to speed
2 years ago

There's a VM online support route for this issue which is obviously about your IP address (given the VPN fixed things) that fixed the problem for me even though it says it's not for support. Instructions below.

As I said, this has worked for me and others on the board and it was fixed fairly rapidly (well within 24 hours).

 

  • go to https://netreport.virginmedia.com/netreport/ :
  • select Email Sending Errors from drop down list
  • Other from drop down list
  • copy and paste the error message into  Log evidence field
  • enter your name into My name field
  • enter email address into Email address field
  • select Submit button
  • Terryh116's avatar
    Terryh116
    Joining in
    2 years ago

    Thank you for that helpful reply, if I had known it would have saved hours on the phone. The IP in question was showing no issues yesterday on SPAMHAUS.  Also since googled that type of problem and info says problem is likely blocked WAN IP by your ISP and solution is to use a VPN or turn router off for a period of time, at least 5 minutes and may take several attempt and may need to leave off overnight ( depends frequency that ISP refreshes IP’s) should then be dynamically assigned a new WAN IP when router boots up.  Still doesn’t explain to me why Virgin tech support didn’t know of this common likely issue.

     

     

    • JCmacc's avatar
      JCmacc
      Up to speed
      2 years ago

      When I had the issue, I tried the turning off router idea several times without success - nothing stopped the error message that "IP blocked" when I tried to send e-mail via Outlook via the home Hub. Not sure if the IP was never changed or that any new one was instantly blocked.

      Using the report form was pretty quick and seems to be (fingers crossed) a permanent fix.

      • Terryh116's avatar
        Terryh116
        Joining in
        2 years ago

        Had a call from Virgin tech support who said their IP’s are cycled/refreshed every 15 days, so a new IP address is dynamically allocated every 15 days and turning router off/on won’t get a different IP allocated, don’t know how many days I have had current hub IP but they are investigating the problem so will wait to see what they come up with before I do anything else.  Anyway it’s useful to know the Virgin process of recycling hub IP’s.