NTL EMAIL WILL NOT SEND

[Ive125]

I have had this email for 20 years I use a iPad and it’s been fine working for years until a few weeks ago …I can receive emails but can’t send I have tried ringing virgin and been on the phone hours to them passed from one department to another then they have said it’s a issue with my iPad and to go to tech support…3rd party company that wants to charge me 

I know it’s a issue with virgin not at my end I have tried changing server ports still the same when I test on outlook I get all blue ticks as if everything is ok but still can’t send 

[coenoby · Accepted solution]

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@Ive125 wrote:

I can receive emails but can’t send

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Based on previous experience the most likely cause is that the IP address of your VM home network is now on a "block list" and so VM are blocking from sending emails via email apps and clients. (That's assuming you are using a mail app on your iPad rather than the VM webmail service.)

The first thing to check is whether you can still send emails using the VM webmail service on the VM website. You can check that here https://mail2.virginmedia.com/ You should still be able to send emails from there even if your IP address is blocked. So that's a work around for the time being.

If you have access to a mobile data network on your iPad then try sending an email using your mobile data connection rather than your VM wifi. Your mobile data will use a different IP address to your VM broadband so if you can send when using mobile data that shows the problem is with your VM IP address,

If you don't have access a mobile data connection on your iPad, do you have access to a Windows 10 or 11 device? If you do, then here is a simple way to check if your emails are being blocked by VM  so post back to confirm if you use Win 10 /11.

However if neither of those options are open to you, you can still check whether your IP address is on a Spamhaus blocklist

• browse to https://whatismyipaddress.com/  and note the IP address. (It will be a string of numbers in a format such as 99.9.99.999)
• then go to https://check.spamhaus.org/ and enter your IP address in to the "Search single IP...." box and click "Lookup"

Your IP address will definitely be on the Policy Blocklist (PBL) but that is NOT a problem.

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

Post back with how that all goes for you.

Coenoby

[Ive125]

Hi I have checked that and shows IP has no issues but I think it has because all was ok then few weeks ago just stopped sending …I have checked on web base email all ok ,,,,also when I link iPad to my phone data I can send emails …I really do appreciate your time 

[coenoby]

@Ive125

No problem, glad I could help.

Do you have access to a Windows 10 or 11 device?

If you do then there is a fairly straightforward way to check why, or if, VM are blocking your emails.

Coenoby

[Ive125]

I haven’t got any windows devices but I have emailed VM to unblock my ip ….very frustrating as been messed about and I have been a Customer of there’s for 20 years plus ….. iam not happy with there help 

[coenoby]

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@Ive125 wrote:

I have emailed VM to unblock my ip

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In fact the best way to do that is to use VM's Netreport process as set out below:

Go to https://netreport.virginmedia.com/netreport/ and:

• select an abuse type of Email Sending Errors from drop down list
• select an abuse form of Other from drop down list
• paste the complete error message or other information including your VM IP address into the Log Evidence area
• enter your name into My name field
• enter your email address into Email address field
• select Submit button

I hope you get this sorted.

"very frustrating as been messed about"

In fact the real issue is that these blocklists are really intended to be used to allow service providers (such as VM) to block incoming spam emails from known senders of spam.

They are not intended to be used by service providers to stop their customers sending emails. In fact VM do apply a spam filter to block outgoing VM spam emails based on their content. They do that to prevent the VM mail servers getting onto block lists as senders of spam. That's fair enough and should be sufficient.

Coenoby

[Ayisha_B]

Hi @Ive125 

Just checking to see if you still require any further assistance with this following Coenoby's advise?

[Ive125]

Yes please as getting no joy on the phone 

[Ive125]

I have just checked and it seems to be working now ….not sure what’s been done …but thanks for all your help 

[Ayisha_B]

Thanks for the update @Ive125 

We're so glad the issue has been resolved.

If you need anything else, let us know.