Cannot send emails when logged into Virgin Media wifi at home

[SusanBay]

Hi

For the past two months we have not been able to send emails when logged in to our home virgin media wifi. If we turn wifi off on our devices it works okay, and it works on other people's wifi including where they have virgin media.

The latest Tech Support guy said it is a gadget problem as we can send using webmail and there is nothing else that they can do!

We think it is an IP Address Problem. previous tech support people have talked about retiring our IP address, or sending us a new hub, but we have not found someone willing to follow up on this and actually send a new hub to us.

We have changed passwords and set up their word-word-word-word passwords as well, but all to no avail.

Any suggestions?

Thanks

[用心棒 · Accepted solution]

It would be helpful to see what, if any, error code is returned by the SMTP server in this situation. From a desktop or laptop device open a Command Shell in Window or otherwise a Terminal. and enter the following where username:password is replaced with your email address and password, i.e. richard.branson@virginmedia.com:Y54kpX5g:

curl -v smtps://smtp.virginmedia.com -u username:password

Do not post the resulting output here but instead review it for possible reported causes, i.e. VM error code; choosing to ignore this advice and posting the output here unredacted or incorrectly redacted may reveal your email address, password and / or public IP Address.

FYI if there is no issue then you should see the following output from the curl command:

⋮
> AUTH PLAIN
< 334 
> [Redacted]
< 235 2.7.0 SMTP350 Authentication successful for user [Redacted]
> HELP
< 214-2.0.0 This is cmsmtp ESMTP service help
214-2.0.0 This is cmsmtp ESMTP service help
< 214-2.0.0 To contact postmaster send email to postmaster@virginmedia.com.
214-2.0.0 To contact postmaster send email to postmaster@virginmedia.com.
< 214-2.0.0 For local information send email to Postmaster at your site.
214-2.0.0 For local information send email to Postmaster at your site.
< 214 2.0.0 end of HELP info
214 2.0.0 end of HELP info
* Connection #0 to host smtp.virginmedia.com left intact

Otherwise an unsuccessful result will look similar to the following:

⋮
> AUTH PLAIN
< 334 
> [Redacted]
< 525 5.7.13 Authentication Denied (VM320)
* Closing connection 0
* TLSv1.2 (OUT), TLS alert, close notify (256):
curl: (67) Login denied

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[Matthew_ML]

Hey SusanBay, thank you for reaching out and I am so sorry to hear this, also a warm welcome to the community.

This is an odd one if it working on some programmes this could point towards an issue with the gadget / device. 

As mentioned below please can you let us know this information so we can look into this please. Cheers 

[SusanBay]

421 csmtp1-prd-nl1-vmo.edge.unified.services csmtp1-prd-nl1-vmo.edge.unified.services Virgin Media has blocked your connecting IP xx.xx.xx etc Too many bad emails have been sent. Visit https://netreport.virginmedia.com/netreport Section: Email Sending Errors to request delisting

[SusanBay]

Hi

i have done as in the reply above and hope that solves it!

I will let you know.

[SusanBay]

I took the action suggested and contacted the web page for the virgin security team and it is now resolved so thank you. Virgin help desk has been useless and told us it was our devices. The last help desk second level support person actually hung up on us when we said that we knew it must be our IP address and we needed to speak to someone else!

[SusanBay]

Hi

As stated sbove it was a problem with our IP address having been blocked and is now resolved. Thank you.

[Zach_R]

Hi @SusanBay,

Thank you for the update on this. I'm glad to hear that this has now been resolved.

Please do let us know if there's anything more that we can help you with.

Thanks,