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Message 31 of 45
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Re: Cannot Send emails from my primary account email address.

Thanks again for your help with this Tim, thanks for your ongoing patience techifan.

I've raised the issue again with IT (ref.# P009256129) - squeezing as much as the info provided here as I can into the 255 character-limit 😩


Hopefully they'll get it sorted properly this time, please keep us posted.

 

Tom_F
 

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Message 32 of 45
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Re: Cannot Send emails from my primary account email address.

Hi Tom

Thanks - If they need more info  drop me a PM and I'll let you have transcripts of the two Telnet sessions I ran to check the problem.

Tim

As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.

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Message 33 of 45
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Re: Cannot Send emails from my primary account email address.

Thanks Tom & Tim, I appreciate your replies.

Let me know if you require me to PM the problem email addresses.

Tim, as you know one of them is the one we used for testing.Smiley Wink

I have double checked and 6 of my secondary email accounts work correctly with the recommended settings using the pop3 & SMTP virginmedia.com servers including the “My outgoing server (SMTP) requires authentication” box ticked.

My Primary account and the 3 remaining secondary accounts only work when using the smtp.ntlworld.com server and the “My outgoing server (SMTP) requires authentication” box has to be unticked.

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Message 34 of 45
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Re: Cannot Send emails from my primary account email address.

Hi @techifan & @ravenstar68.

Just a quick update on this. I received an email from the IT providing a resolution that was not relevant or helpful. I've since had a live-chat with the IT team who were happy to receive the more detailed information Tim provided (without character restrictions!) and this has now been escalated. The fix-date is currently 01/04/19 - as soon as I hear back I again will pop another comment here to let you know.

 

Thanks again for bearing with us. 

 

Tom_F 

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Message 35 of 45
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Re: Cannot Send emails from my primary account email address.

Thank you for the update Tom.

As per my previous post 33 above, let me know if you or IT would like the problem email address's PM to you.

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Message 36 of 45
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Re: Cannot Send emails from my primary account email address.

Sorry I didn't take those from you sooner techifan - when I raised the ticket I was of the misunderstanding that all addresses on the account (primary & secondary) were impacted - I missed the part specifying otherwise, apologies.
I'm expecting to hear form the IT team tomorrow, if they haven't solved the problem with the info that has been provided I will make sure I'm more specific when I re-escalate it.

 

Tom_F 

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Message 37 of 45
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Re: Cannot Send emails from my primary account email address.

Thanks Tom.

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Message 38 of 45
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Re: Cannot Send emails from my primary account email address.

In the interest of avoiding any further delays, please send me a PM confirming the affected email addresses in case I do need to re-escalate.

 

Thanks 🙂

Tom_F 

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Message 39 of 45
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Re: Cannot Send emails from my primary account email address.


@Tom_F wrote:

In the interest of avoiding any further delays, please send me a PM confirming the affected email addresses in case I do need to re-escalate.

 

Thanks 🙂

Tom_F 


Thanks Tom, I have just PM you the information as requested.

Regards,

Paul

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Message 40 of 45
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Re: Cannot Send emails from my primary account email address.

Thanks for the PM Paul. As anticipated I've been notified that the previous ticket wasn't resolved as it should have been. As such I've re-raised the issue, ensuring the information provided this time is 100% accurate & clear - so if we don't get a positive outcome this time around rest assured I will be taking this further on your behalf.

 

Thank you again for your ongoing patience, it's much appreciated.

 

Tom_F