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janniz
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Message 1 of 57
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Problem with outlook

We have not been able to use Outlook since 19th August as the send/receive seems to be blocked by Virgin, ie., its not seeing our mail servers because Virgin have blocked it.  After doing a traceroute/ping test, it shows it gets to VirginMedia then stops.  This tells us that Virgin are blocking our servers - or are we wrong, someone please tell us if they have had the same problem.  Have been complaining to Virgin since end of July, but they insist its not their problem.  No one from head office will help.

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MissPasko
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Message 2 of 57
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Re: Problem with outlook

Hello Janniz,

You have come to the right place.  The community users and superusers will help you with some self-help ideas or at least to diagnose the problem.  If necessary the superusers can refer to the Forum Team (VM employees)

So can you confirm that you have an active VM broadband service?

Is the address(es) in question linked to the billing account?  It would show in My Virgin Media, on the my profile or manage accounts tab.  See photos.

Can you send and receive when using webmail - yes or no? https://mail2.virginmedia.com/

Are you using the recommended server settings in outlook?  https://community.virginmedia.com/t5/Email/Email-settings-change/td-p/3369438/

If so, can you next get us the error code by following the instructions here:https://community.virginmedia.com/t5/Email/Outgoing-Authentication-Issues-Check-Email-Logs/td-p/3237...

my services.pngnew account.png

 

(p.s. I will explain that I personally do not know what you mean by "blocking our servers" - if this turns out to be important forgive me for not addressing it)


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Message 3 of 57
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Re: Problem with outlook


@janniz wrote:

We have not been able to use Outlook since 19th August as the send/receive seems to be blocked by Virgin, ie., its not seeing our mail servers because Virgin have blocked it.  After doing a traceroute/ping test, it shows it gets to VirginMedia then stops.  This tells us that Virgin are blocking our servers - or are we wrong, someone please tell us if they have had the same problem.  Have been complaining to Virgin since end of July, but they insist its not their problem.  No one from head office will help.


Now If I'm reading this right - you are using your own email service and cannot reach your mail servers.  Bear in mind that this is a community forum but many of us are able to offer advice and if necessary escalate this via Virgin Media's Forum Team.

Can you start by posting a traceroute to the mail server?  I hear what you are saying but if we are to help then we need to see what's going on and in some cases try to replicate  it.

Tim

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janniz
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Message 4 of 57
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Re: Problem with outlook

Hi Tim

Thank you for replying.  This is what our trace route shows

Trace Statistics : traceroute to mail.csi.co.uk (79.170.40.114), 30 hops max, 38 byte packets
1 10.158.24.1 (10.158.24.1) 10.000 ms 10.000 ms 10.000 ms
2 winn-core-2a-xe-013-0.network.virginmedia.net (62.253.98.1) 10.000 ms 0.000 ms 0.000 ms
3 * * *
4 m686-mp2.cvx1-b.lis.dial.ntli.net (62.254.42.174) 10.000 ms 10.000 ms 10.000 ms
5 213.46.174.118 (213.46.174.118) 10.000 ms 10.000 ms 10.000 ms
6 hosteurope-ic-324232-ldn-b4.c.telia.net (62.115.152.103) 0.000 ms 10.000 ms 10.000 ms
7 ae1.dr-master.ld5.core.webfusion.com (87.230.113.9) 20.000 ms 20.000 ms 20.000 ms
8 * * *
9 * * *
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 * * *
24 * * *
25 * * *
26 * * *
27 * * *
28 * * *
29 * * *
30 * * *
Trace complete

 

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janniz
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Message 5 of 57
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Re: Problem with outlook

Hi, thank you for replying.  Yes, our broadband works fine.  It is not an issue with virgin media email, and we do not use your webmail.  It is a problem with our own servers, which Virgin are blocking.  Our settings in Outlook have not changed for the past 10 years, 

The error code on outlook is Ox80042109, cannot connect to servers, please contact your ISP.

 

Thank you

 
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Message 6 of 57
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Re: Problem with outlook

@janniz 

I'm going to repost your tracert here:  If you expend the toolbar by clicking the 3 dots - you'l see the code icon </>  This allows you to post your traceroute and keep the formatting.

Trace Statistics : traceroute to mail.csi.co.uk (79.170.40.114), 30 hops max, 38 byte packets
1 10.158.24.1 (10.158.24.1) 10.000 ms 10.000 ms 10.000 ms
2 winn-core-2a-xe-013-0.network.virginmedia.net (62.253.98.1) 10.000 ms 0.000 ms 0.000 ms
3 * * *
4 m686-mp2.cvx1-b.lis.dial.ntli.net (62.254.42.174) 10.000 ms 10.000 ms 10.000 ms
5 213.46.174.118 (213.46.174.118) 10.000 ms 10.000 ms 10.000 ms
6 hosteurope-ic-324232-ldn-b4.c.telia.net (62.115.152.103) 0.000 ms 10.000 ms 10.000 ms
7 ae1.dr-master.ld5.core.webfusion.com (87.230.113.9) 20.000 ms 20.000 ms 20.000 ms
8 * * *
9 * * *
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 * * *
24 * * *
25 * * *
26 * * *
27 * * *
28 * * *
29 * * *
30 * * *
Trace complete

Contrary to what was initially posted - you clearly get outside the Virgin Media network, in fact doing a comparison:

Tracing route to mail.csi.co.uk [79.170.40.114]
over a maximum of 30 hops:

  1     1 ms     1 ms     1 ms  BTHUB [192.168.1.254]
  2     *        *        *     Request timed out.
  3     *        *        *     Request timed out.
  4    18 ms    19 ms    17 ms  31.55.187.180
  5    19 ms    17 ms    18 ms  core1-hu0-6-0-8.southbank.ukcore.bt.net [213.121.192.76]
  6    17 ms    17 ms    17 ms  peer7-et-4-1-2.telehouse.ukcore.bt.net [194.72.16.136]
  7    17 ms    16 ms    35 ms  166-49-128-32.eu.bt.net [166.49.128.32]
  8    18 ms    20 ms    18 ms  ldn-b1-link.telia.net [213.248.97.48]
  9     *       18 ms    17 ms  ldn-bb4-link.telia.net [62.115.143.26]
 10    19 ms    17 ms    53 ms  ldn-b5-link.telia.net [213.155.132.197]
 11    18 ms    50 ms    17 ms  ae0.cr-sargas.lon1.bb.godaddy.com [213.248.96.78]
 12    20 ms    17 ms    18 ms  ae0.cr-merak.lon5.bb.godaddy.com [87.230.113.1]
 13    24 ms    25 ms    25 ms  ae1.dr-master.ld5.core.webfusion.com [87.230.113.9]
 14    30 ms    25 ms    24 ms  mail114.extendcp.co.uk [79.170.40.114]

Trace complete.

Your trace fails 1 hop short of the mail server.

When we see this, the usual explanation is that it is in fact your email host that is blocking your public Virgin Media IP address.  You can enter the search term IP into a Google search when on your Virgin Media connection to find this.

Go back to your email host and ask them to check their firewall logs.

Tim

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janniz
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Message 7 of 57
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Re: Problem with outlook

Thank you Tim, I will get onto them again.

 

Janet

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Message 8 of 57
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Re: Problem with outlook

No problem Janet

Do keep us posted.

Tim

Edit -

IMHO It doesn't help that Microsoft's error message says please contact your ISP if this problem persists.  It instantly guides people to the wrong assumption.

It always does well to remember that while it can be down to the ISP on occasion (bad routing etc) - Sometimes you have to look at the mail server itself as the block can be put there.  The most the ISP can do is:

1. Check you have a valid route to the mail server.
2. Escalate any routing issues if appropriate.
3. Send you back to your mail host.

Tim

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janniz
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Message 9 of 57
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Re: Problem with outlook

Hi Tim

Still nothing.  I still think it is Virgin blocking our route to the servers as if I go to my daughters house, the emails work fine, also my son is at Uni in Bath, his email works OK.  Also when I do a ping test now, there is a 100% loss.  I have been told to change the port numbers, nothing.  Isnt there something you can check on Virgin that they are blocking our servers?

 

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Message 10 of 57
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Re: Problem with outlook

You are labouring under a misapprehension. The fact that your e-mail works elsewhere is not an indication that VM are blocking your access to your ISP's servers. It is an indication that your ISP is not blocking access to those different IPs you are sending from but it is blocking access to your VM IP. 

Your previous traceroute conclusively shows that VM is NOT blocking your access to the servers. Can you post a fresh traceroute for us to look at. Use the insert code symbol in the text editor </> to preserve the formatting.

Remember neither Tim nor I are VM employees. So we can only check the same publicly available information as you have access to. 

We have seen this so many times. Non VM ISPs deny they are blocking access but they are and need to be pressed hard and shown the evidence.

 



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