Cannot send emails

[sadman1]

Hi, since Friday my wife has been unable to send emails from her iPad or iPhone getting an incorrect username or password message on her virginmedia.com account, although she is receiving incoming emails. Have tried changing password to no avail. Any suggestions would be appreciated as being in our late seventies we rely on being able to use email. Thank you.

[用心棒]

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 connected to the same network 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 and then post just the redacted part here or the VM error code.

-- 
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer and solved, or use  Kudos to say thanks

[sadman1]

Thank you for your reply, unfortunately we’re not computer literate so don’t really understand what you’re asking us to do. Once again thank you.

[用心棒]

Instead then let's try the following troubleshooting steps:

• if the iPad or iPhone are connected to another Wi-Fi network are you able to send then? For example, if you cannot send when connected to your home Wi-Fi network, is the same also true when connected to a mobile network or other Wi-Fi network
• is she able to sign into webmail?
• are you able to send via your Virgin Media email account when connected to the same Wi-Fi network?
• do you use a laptop or desktop running Windows or macOS that is connected to the same network via a cable or Wi-Fi

[sadman1]

Unable to send using mobile network 

can sign in and send from web mail on same wi fi network 

do not have laptop 

[用心棒 · Accepted solution]

Try setting a new email account password by Login to My Virgin Media and either:

• on a non-mobile device, select Account settings > Account details > Edit (appears adjacent to Password)
• on a mobile device, select ☰ > Account settings > Account details > Edit (appears adjacent to Password)

After setting the new password update the email account's Mail settings on the iPad and iPhone by:

• select Settings > Mails > Account
• select the email account for which the password is to be updated
• select SMTP under Outgoing Mail Server
• select Password, enter new password and select Done
• select < Account
  
• select Password under Incoming Mail Server, enter new password and select Done

To test send an email to yourself.

[sadman1]

Thank you very much this seems to have solved the problem, much appreciated.