Cannot send or receive emails with ntlworld address

[keithrob]

My primary address has been @ntlworld.com for some 20 years and I have addresses with both @ntlworld.com and @virginmedia.com. We returned from holiday yesterday having had no trouble receiving or sending emails using our I-Pads whilst away.

Since returning home my wife who also has an email account with an @ntlworld.com address has been unable to send or receive emails using her I-Pad.

A message appears saying " Cannot send mail. The username or password for SMTP Sh*******b@ntlworld.com@smtpvirginmedia.com " is incorrect.

Nothing I have tried to do has rectified the situation and I am now at a loss what else to try.

Any help or guidance to a totally frustrated octogenarian would be appreciated.

[用心棒]

It would be helpful to see what error code is returned by the SMTP server in this situation. From a desktop or laptop device:

• in Windows open a Command Prompt in Window
• in macOS or otherwise operating systems, Terminal application

Then enter the following where username:password is replaced with your email address and password, i.e. richard.branson@virginmedia.com:rotavator-racecar-tenet-repaper:

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 unredacted or incorrectly redacted output here will likely 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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