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thompa
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NTLWorld email problems on Google Pixel mobile

Hi there,

My Google Pixel XL has stopped sending emails from the Gmail app.

I can still access my Virginmedia email through a browser on my desktop and laptop.

My settings are:

Incoming:

  • Username (full email address) : *.*@ntlworld.com
  • Password : my password
  • imap.virginmedia.com
    Port 993
    SSL/TLS
  • Require sign-in : yes
  • Username (full email address) : *.*@ntlworld.com
  • Password : my password
  • SMTP server : smtp.ntlworld.com
  • Port : 465
  • Security tupe : SSL/TLS

I tried changing them to :-

  • smtp.virginmedia.com
    Port 465
    SSL/TLS

but when I tap on 'Done' I see an Error message:

525 #5.7.13 Authentication Denied VM305

(If I open the existing 'Outgoing Settings' and tap 'Done' without changing anything, I see the same error message.)

Can anyone please help to reinstate my ability to send emails from my mobile?

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Forum Team
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Message 2 of 16
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Re: NTLWorld email problems on Google Pixel mobile

Hi thompa,

 

Thank you for your post. I'm sorry to hear this. 

 

Can I just confirm are you an active broadband customer of Virgin Media?

 

^Martin

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thompa
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Message 3 of 16
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Re: NTLWorld email problems on Google Pixel mobile

Hi there,

Yes, I am a current broadband, TV home phone and a mobile SIM user (two mobile SIMs).

I have looked at other posts with similar issues and have done a full scan using Malwarebytes on a Desktop computer with Windows 10 and found no issues with Viruses etc.

regards,

Allan

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Message 4 of 16
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Re: NTLWorld email problems on Google Pixel mobile

Do you know if you sign into the email address through other devices if the issues repeats?

 

^Martin

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thompa
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Message 5 of 16
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Re: NTLWorld email problems on Google Pixel mobile

Hi Martin,

Yes, I have the same issue trying to send from my Samsung Tab 4 ...  but Windows 10 Desktop ok through a web browser.

Interesting that if I delete emails, they appear again shortly after. This has been happening for some time and would appear to be a 'syncing' issue.

Allan

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Re: NTLWorld email problems on Google Pixel mobile

Hi Thompa,

 

Thank you for reaching out to us 

 

Sorry to hear you are having issues with you email on some devices.

 

 

I would like to invite you into a private chat so I can look into this for you.

 

I will send you an invitation shortly, please click on the purple envelope.

 

Kind regards

 

Paul.

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thompa
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Message 7 of 16
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Re: NTLWorld email problems on Google Pixel mobile

I was away over last weekend - haven't seen a 'purple envelope' yet...

Still having te issue with email sending from the phone... receiving OK, though....

Allan

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Message 8 of 16
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Re: NTLWorld email problems on Google Pixel mobile

Sorry for the delay in getting back to you thompa.

 

Which mail client are you using on your mobile?

David_Pn
Forum Team

Need help changing SIM card? Find out more about activating your 4G ready SIM. 4G SIM Swap Help


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Superuser
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Message 9 of 16
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Re: NTLWorld email problems on Google Pixel mobile

@Kev_B - Can you double check that the Forum Team have access to the SMTP error codes.

@David_Pn - 525 errors indicate that your SMTP relays have refused to authenticate the mail - Not because the password was wrong, but because a specific condition on the server was triggered. - The policy code VM305 - tells you what that condition was.  That @thompa 's IP address is blacklisted.  You can check here: https://www.spamhaus.org/lookup/

Note:  You'll need your public IPv4 address.  Just enter IP into Google search. But IGNORE THE PBL ENTRY - that's not the issue.

@thompa If you are blacklisted and you're sure you've cleaned ALL devices in the house - you can ask for a delisting.  According to the CSS and CBL descriptions IP's are removed if no further traffic is seen after a set period of time (around 48 hours).

For the record I have to say I'm not a fan of using blacklists on initial email submission.  That is not what they were designed for.  They are meant to protect MAIL EXCHANGERS - not submission servers like smtp.virginmedia.com

Tim

________________________________________


Only use Helpful answer if your problems been solved.

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thompa
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Message 10 of 16
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Re: NTLWorld email problems on Google Pixel mobile

HI ,

I am using the Gmail app.

regards,

Allan

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