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Cannot Send Mail (Again!)

Joining in


Good morning,

I am currently unable to send emails from my email account. I receive the attached error message indicating that the connection to the outgoing server failed.

I had the same issue a week or so ago and after much google searching, I ended up having to change my existing Virgin email password in the basis that Virgin had locked my account and that seemed to resolve the issue.

However, this morning I have the same issue and am unable to send emails again.  I am now worried that my email account has been hacked/spammed in some way, despite me running all latest version of McAfee Total Protection on my devices.

I also seem to have lost my entire ‘sent’ email history around a month or so ago and I’m sure I didn’t inadvertently delete myself.

Has any other members experienced these problems and/or can Virgin Support advise check whether my email account has been compromised and how to reinstate the outgoing emails and if possible the missing sent email history?

Kind regards,



Forum Team
Forum Team

Hi Br0wnie,


Thank you for your post and welcome to our community.


I am sorry to hear about the issues you are having with the email service.


I have taken a look at things from our side and cant see any issues. 


You may need to delete and re add the email to the client.


There is more information on this here 


Please pop back to us should you need any further help with this. 

Vikki - Forum Team

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Tuning in

I have the same issue when sending from my mail app on iPhone and iPad. I changed password at the end of May to get round this but it’s happened again. Frustrating!

Hi @RP65.

Thanks for your post. Please could you check the IOS on you Apple devices, also can you access your emails via a web browser?

Please let us know. 


Hi Sabrina,

my IOS is up to date in both my iPhone and iPad (16.5).

Yes I can send via the browser, however, it’s not as convenient as the Mail app.

I updated my app password and updated my Mail settings on both iPhone and iPad but I had to do that twice before it worked. 

Hi @RP65, thank you for your response.

In order to look into this for you further, we'll send you a private message on here. 

Look out for the envelope in the top right-hand corner. If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.