on 08-04-2023 07:39
Since moving house yesterday I have not been able to send emails form my ntlworld.com email address on both my phone and laptop but I am receiving emails. It just suddenly stopped working and I keep getting pop up error messages.
I get an error message saying my username and password is incorrect for the smtp.virginmedia.com server even though what I am inputting is correct.
on 08-04-2023 08:41
The credentials have changed on the SMTP server.
This is an almost daily complaint on this forum and Virgin Media are totally silent on the matter.
on 08-04-2023 09:18
@Erika96 wrote:Since moving house yesterday I have not been able to send emails form my ntlworld.com email address on both my phone and laptop but I am receiving emails. It just suddenly stopped working and I keep getting pop up error messages.
I get an error message saying my username and password is incorrect for the smtp.virginmedia.com server even though what I am inputting is correct.
As an experiment, if you turn off WiFi on your phone, or just go out so you are no longer connected to your home WiFi and are using the cellular connection, can you then successfully send an email?
on 08-04-2023 17:01
I am able to send emails on cellular when I am not in the house, but if I turn WiFi off in the house it still doesn’t let me send emails and come up with the same error.
on 09-04-2023 20:27
It is likely your recent move has resulted in a new public IP Address being assigned to your Hub and it appears on a blocklist used by Virgin Media to deny access to their SMTP server. To verify this consider trying the following from your Virgin Media network:
Should further help be needed post just the Spamhaus list name on which your public IP Address was detected; take care not to post the IP Address here.
If Spamhaus are not responsible for the block then it seems likely it is Virgin Media's own blocklist. To obtain the log evidence required to request a delisting please post back here with the name of email client being used and operating system, for example Thunderbird, macOS.
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on 10-04-2023 09:00
Hi Ekrika96, thank you for reaching out out our help forums and welcome to the VM community.
We're sorry to hear you're having issues with your email account and you cannot send emails while on the home WiFi.
We'd love to assist with this, can you please see if resetting your email password for this account helps restoring this issue?
Try changing your password and make sure it's also updated on any client software for email (outlook etc).
In case you're still experiencing problems with sending emails out let us know here and we'll gladly help you.