I can receive email but I can't send email

[PeteC]

I am able to receive email with Outlook but I am unable to send email. I have reported the issue to Virgin Media who directed me to change my paswword. I did that and the problem remained. They said they'd get back to me in three days, that was five days ago.

How can I send my email.

[Molly_T]

Hi Pete, welcome to the community!

Thank you for posting. 

In the first instance please check out the following support article and follow the steps advised to ensure your account is secure: My Virgin media email has been hacked. You can also find our general help page for managing your email account here How to manage my email account. 

Just to help us isolate and resolve the issue can you please confirm the following:

1) You are able to receive emails when using the email address via our webmail service: https://virg.in/webmail.

2) You are unable to send emails when using the email address via our Webmail service: https://virg.in/webmail. 

3) You have performed a virus scan on all devices associated with the email account, and then updated the password to a completely new, unique and secure password. - We would also recommend updating your secondary security information as well, such as your memorable word and memorable questions following this. 

4) Were you advised an IT ticket was raised for your case?

5) Were you advised you would receive a call back from FMS (Fault management service)

Let us know and we will offer further support! 
All the best. 

[PeteC]

Hi Molly,

Thanks you for responding to my plea for help.

My email account does no appear to be hacked. My password was changed at the request of one of you support agents.

I can both receive and send email using Webmail but not by iPhone or iPad. All my deviced are protected using Norton security suite and scans run at night.

I was not given an IT ticket but I was told I would receive an update in three days (that was seven days ago).

Todate I am still unable to send emails from my PC (Outlook account), iPhone and iPad (Apple mail) but I receive emails on all of these devices.

I would greatly appreciate your help in resolving this problem.

Peter

[用心棒]

It would be helpful to see what, if any, error code is returned by the SMTP server in this situation. Open a Command Shell window 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
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[PeteC]

Hi Very Insightful Person,

Thank you for your suggestion. I ran the command you supplied and studied the output generated by that command.

I don't know what portion of the generated output I can post here (other than not posting my username and password) but the error message generated was VM304. I'm assuming the server thinks either my username or password is incorrect.

Since I can receive email I'm also assuming that both my username and password are correct.

Peter

[PeteC]

Hi coenoby,

I have the same problems as you do. I also followed the advice given by Very Insightful Person and the error message returned was VM304. I'm not sure why this has happened.

I though that by posting this here the tech buys at VM might notice that there's a problem affecting several users.

Best of luck.

Peter

[用心棒]

Consider changing the account's password to see if that resolves the synchronisation of your password between Virgin Media's systems. If that fails and curl is still returning the same error then post back here to have issue flagged to the forum team.

FYI: to change password go to My Virgin Media then Update settings > Account details > Edit (located adjacent to Password)

[Paulina_Z]

Hi @PeteC,

Thank you for coming back to us and thank you @用心棒 for looking into this and assisting with this issue. 

Have you tried to reset your password again to see if this can help your situation? Have you also reset your devices to see if it'll help? Please let us know how you get on. 

Thank you.

[PeteC · Accepted solution]

Hi Very Insightful Person,

Once again thanks for your suggestion. I'd already tried changing my password a couple of times with no luck.

However, I decided to try it one more time and it worked this time. I don't know what happened to my account in thew first place nor why changing by password earlier on did not fix the problem but thanks for suggesting a Itry it again. The curl command does not now give an error.

Thank you

Peter

[PeteC]

Thanks Paulina_Z,

Very Insightful Person also suggested changing my password and although I tried this earlier in the week (and it didn't resolve the issue) the problem has disappeared.

Thank you

Peter