Virgin Media Community

[Peterlg2011]

I can no longer send email from my Virgin Media account using the iOS Mail app on my iPad or iPhone.  I get a message saying that “Cannot Send Mail The username or password for my_name@smtp.blueyonder.Co.uk is incorrect”.

I need to make clear that both my username and my password are correct.

This started a few days ago on my iPad but I could still send mail on my iPhone.  I compared the settings on the two devices and they were identical.  Today my iPhone has stopped sending email too, so I cannot send any mail at all.

Any advice would be very welcome, as, being unable to send any mail is a serious problem for me.

Thankyou.

[Peterlg2011]

.Co.uk is a typo, the correct reading is .co.uk.
Sorry!

[Peterlg2011]

I can also send mail from Virgin Media on the web, using the username and password that I’m being told is incorrect!

[coenoby]

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@Peterlg2011 wrote:

I can also send mail from Virgin Media on the web, using the username and password that I’m being told is incorrect!

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Unfortunately when email apps fail to authenticate with the SMTP email server they often cloud the issue by defaulting to reporting a password error even though the problem lies elsewhere.

The symptoms you report are the classic signs of emails sent from an email app on your VM home network being blocked because the IP address of your home network is on a spam blocklist. That is usually because there is malware on a smart device on your network that is sending out suspicious, spam traffic.

You can check that by following these simply steps:

• When connected via your VM wifi, browse to https://whatismyipaddress.com/   and note or copy (Ctrl+C) the IP address
• then go to   https://check.spamhaus.org/  and paste (Ctrl+P) or type your IP address in to the "Search single IP...." box and click "Lookup

Your IP address may well be listed on the PBL (Policy Block List) and flagged up as an advisory but that is to be expected and is not the reason you cannot send emails from the email app on your Apple devices.

However, post back if Spamhaus reports that the IP address is listed on any other blocklists, such as Spamhaus' Exploits Block List (XBL) for example.

As a workaround, if your VM IP address is on a spam blocklist, you should still be able to send  VM emails from iPhone when you are connected using your mobile data network (rather than your VM wifi). That is because it will be using a different IP address which has been allocated by your mobile provider.

Coenoby

[Peterlg2011]

Hmmm… can't reach this page

It looks like the webpage at http://%20https//check.spamhaus.org/ might be having issues or it may have moved permanently to a new web address.

[Peterlg2011]

https://whatismyipaddress.com/blacklist-check

Says that my IP Address is blacklisted on all,p.s5h.net. But not anywhere else.

So this has resulted in my not being able to send any email. Is there anything that I can do about this or can I simply not use my email anymore? Clearly using mobile data on a permanent basis is not satisfactory.

[用心棒]

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@Peterlg2011 wrote:

Hmmm… can't reach this page

It looks like the webpage at http://%20https//check.spamhaus.org/ might be having issues or it may have moved permanently to a new web address.

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Typo in link, try here instead https://check.spamhaus.org/

[coenoby]

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@Peterlg2011 wrote:
https://whatismyipaddress.com/blacklist-check

Says that my IP Address is blacklisted on all,p.s5h.net. But not anywhere else.

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Does the link that @用心棒 provided https://check.spamhaus.org/ come up with anything different to that?

"is there anything that I can do about this"

As I said in my first post the reason your iP address has been listed is because there is malware on a smart device on your network which is sending out suspicious, spam traffic. Once that traffic stops your IP address will automatically come off the blocklist.

That malware could be on any smart device that uses your home network. Amazon Firesticks and Android phones with third party apps installed, the Hola VPN and even have a Ring video doorbell have been identified as culprits. It is highly unlikely that your iPhone and iPad have been infected unless you have bypassed their inbuilt security restrictions by downloading apps from places other than the App Store.

To resolve  the problem you need to  find  which device on your home network has become infected. Resetting the device to its factory settings usually removes malware.

In the meantime, please post back with the results of that Spmahaus link.

Coenoby

[Peterlg2011]

The Spamhaus link doesn’t work, I posted the message I got when I tried to access it.

I don’t have any of those devices on my network.  I have two iPads, two iPhones, a MacBook, a smart tv and a printer.

Thank you.

[Peterlg2011]

Spamhaus says no issues.