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Outgoing email failing over home Wifi....SMTP server issues...has my IP been blocked ?

Simpsy2002
Joining in

Evening all,

Looking for some inspiration or help if possible ?. My household has been unable to send email over our home wifi for around 10 days now due to the following SMTP server issue...VM router is in modem mode and feeds a Google Wifi system ...receiving email (via IMAP) is all working fine.

Simpsy2002_0-1709500859189.png

This is affecting 2 x Virginmedia and 1 x Blueyonder accounts. Webmail works fine and using other networks (mobile , external wifi etc ) also works without issue. My research leads me to believe that VM may have blocked our IP address (maybe via Spamhaus) for some unknown reason. All our phones , IPad , Mac's and Windows PC have up to date virus software and are all reporting no issues. Any suggestions or ideas would be gratefully received before I take on the arduous task of trying to contact VM tech support. Thanks very much.

.

 

 

1 ACCEPTED SOLUTION

Accepted Solutions

用心棒
Very Insightful Person
Very Insightful Person

It would be helpful to see what, if any, error code is returned by the SMTP server in this situation. From a desktop or laptop device open a Command Prompt in Window or otherwise a Terminal. and enter the following where username:password is replaced with your email address and password, i.e. richard.branson@virginmedia.com:rotavator-racecar-tenet-repaper:

curl -v smtps://smtp.virginmedia.com -u username:password

Do not post the resulting output here but instead review it for possible reported causes, i.e. VM error code; choosing to ignore this advice and posting the unredacted or incorrectly redacted output here will likely reveal your email address, password and / or public IP Address.

FYI if there is no issue then you should see the following output from the curl command:


> AUTH PLAIN
< 334
> [Redacted]
< 235 2.7.0 SMTP350 Authentication successful for user [Redacted]
> HELP
< 214-2.0.0 This is cmsmtp ESMTP service help
214-2.0.0 This is cmsmtp ESMTP service help
< 214-2.0.0 To contact postmaster send email to postmaster@virginmedia.com.
214-2.0.0 To contact postmaster send email to postmaster@virginmedia.com.
< 214-2.0.0 For local information send email to Postmaster at your site.
214-2.0.0 For local information send email to Postmaster at your site.
< 214 2.0.0 end of HELP info
214 2.0.0 end of HELP info
* Connection #0 to host smtp.virginmedia.com left intact

Otherwise an unsuccessful result will look similar to the following:


> AUTH PLAIN
< 334
> [Redacted]
< 525 5.7.13 Authentication Denied (VM320)
* Closing connection 0
* TLSv1.2 (OUT), TLS alert, close notify (256):
curl: (67) Login denied

 -- 
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See where this Helpful Answer was posted

7 REPLIES 7

用心棒
Very Insightful Person
Very Insightful Person

It would be helpful to see what, if any, error code is returned by the SMTP server in this situation. From a desktop or laptop device open a Command Prompt in Window or otherwise a Terminal. and enter the following where username:password is replaced with your email address and password, i.e. richard.branson@virginmedia.com:rotavator-racecar-tenet-repaper:

curl -v smtps://smtp.virginmedia.com -u username:password

Do not post the resulting output here but instead review it for possible reported causes, i.e. VM error code; choosing to ignore this advice and posting the unredacted or incorrectly redacted output here will likely reveal your email address, password and / or public IP Address.

FYI if there is no issue then you should see the following output from the curl command:


> AUTH PLAIN
< 334
> [Redacted]
< 235 2.7.0 SMTP350 Authentication successful for user [Redacted]
> HELP
< 214-2.0.0 This is cmsmtp ESMTP service help
214-2.0.0 This is cmsmtp ESMTP service help
< 214-2.0.0 To contact postmaster send email to postmaster@virginmedia.com.
214-2.0.0 To contact postmaster send email to postmaster@virginmedia.com.
< 214-2.0.0 For local information send email to Postmaster at your site.
214-2.0.0 For local information send email to Postmaster at your site.
< 214 2.0.0 end of HELP info
214 2.0.0 end of HELP info
* Connection #0 to host smtp.virginmedia.com left intact

Otherwise an unsuccessful result will look similar to the following:


> AUTH PLAIN
< 334
> [Redacted]
< 525 5.7.13 Authentication Denied (VM320)
* Closing connection 0
* TLSv1.2 (OUT), TLS alert, close notify (256):
curl: (67) Login denied

 -- 
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JCmacc
Up to speed

Loads of us have had this issue, and nobody has actually had any issues with malicious software being responsible. Don't bother with calling Tech support, they haven't helped anyone so far. The fix is easy and quick though - it's as follows: 

  • go to https://netreport.virginmedia.com/netreport/ :
  • select Email Sending Errors from drop down list
  • Other from drop down list
  • copy and paste the error message into  Log evidence field
  • enter your name into My name field
  • enter email address into Email address field
  • select Submit button

This is all true, except, presumably something triggered the IP address ban. Just requesting it be de-listed is fine but there is always the chance of it being re-listed again if the underlaying cause isn’t addressed. This technique will only work a limited number of times until eventually VM simply refuse to de-list it until positive action is taken!

Which is why the advice from 用心棒 above is useful, it will reveal the reason why VM thought the address was ‘bad’ and decided to block it. Remember that it’s not enough to run a malware scan on just PCs, it is possible that any device on your home network has picked something up and is busily sending out spam email. VM can’t tell what device it might be, only that it is coming from your address and they act accordingly.

Haven't VM said they've changed some spam settings recently? It's interesting that it's the legacy accounts (ntlworld and Blueyonder) that seem to be impacted. Makes sense to me it's less about individuals and more about a central change made elsewhere.

There have been zero complaints so far that the IP block has come back after being removed.

Steven_L
Forum Team
Forum Team

Hey Simpsy2002,

Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having sending email from your Virgin Media WiFi connection. Have you been able to get your issues resolved with the help provided by the community members?

Kind Regards,

Steven_L

nomispc
Tuning in

Hi there,

I just ran the curl cmd and got the following feedback.

'Virgin Media has blocked connecting to IP **********. Too many bad emails have been sent. Visit https://netreport.virginmedia.com/netport Section E to request delisting. Unexpected smtp-server response: 421.'

Is this simple enough to do, and will it solve the issue of my emails not sending?

Ta

Simon

用心棒
Very Insightful Person
Very Insightful Person

It is a straight forward process, detailed earlier in the thread here Solved: Re: Outgoing email failing over home Wifi....SMTP ... - Virgin Media Community - 5492183, and should resolve the send error.