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Problem sending email from desktop

Joining in

Since yesterday, I've been unable to send email from my desktop client. (I'm on a Mac.) I can send email from my phone and from webmail.

The message I receive says: 

"The sender address [my email] was rejected by the server

The server response was: Authentication Required (VM401)

Select a different outgoing mail server from the list below or click Try Later to leave the message in your Outbox until it can be sent."

I contacted the WhatsApp support. They recommended first that I change my password, which I did, and then that I press the pinhole reset button on Hub 3.0. I did both of these things and neither worked. 

There doesn't seem to be any other way of getting help from Virgin Media apart from posting here.

Any suggestions? I *think* that possibly what is happening is that the server is rejecting my messages because it thinks they're spam (the other day I had a bunch of non-deliveries from what was clearly spam someone had sent using my account) but I can't be sure. It doesn't explain why it works OK from webmail and my phone. 

Thanks in advance for any help. 


On our wavelength

Tick "requires authentication" in server settings.

That worked.  Thanks so much!

Forum Team
Forum Team

Hi @Kim_T 

Thanks for posting and welcome to the community.

Sorry to hear of the email issue. 

If you are using a third party client, you need to firstly sign into your online account.

Then go to account settings.

Then go to Virgin Media Mail settings. 

Then click Generate App password.

This password is the one you'd use for the third party email client and should fix things for you.

Keep us posted how you get on :).

Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

Thanks, John. This was something suggested to me by the person on the WhatsApp support chat too. However, I tried it and it didn't make any difference. 

Joining in

In fact, it's now stopped receiving email too. 

Actually, it's started receiving email again (hurrah) but it's still refusing to send. Still getting the same error message. 

Neither the WhatsApp support nor the email support have been any help at all. In fact, the support via email simply said they couldn't find a problem and were therefore marking the problem as "resolved", which is an interesting new definition of the term "resolved" that I hadn't come across before. 

Hi there @Kim_T 👋 Welcome back to the forum and thanks for your post 😊

Sorry to see that you've been having issues with sending your emails on your desktop. As your emails are working on your phone and webmail it would suggest that there isn't an issue with the email itself.

When you changed the password was this done via webmail?

Let us know.




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Joining in

Actually, email has stopped working on my phone now (both sending and receiving). It stopped after I changed the password, so is probably something to do with that - though entering the new password on my phone hasn't started it working again.

Yes, I changed the password via webmail. 

Hi @Kim_T, thank you for your response.

In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.