Unable to send emails

[teesvalley]

My wife can receive emails but can not send them.  This has only started happening recently.  The error message is:

Task '*****@ntlworld.com - Sending' reported error (0x800CCC78) : 'Cannot send the message. Verify the email address in your account properties. The server responded: 530 5.1.0 Authentication Required (VM401)'

Other email addresses on Outlook (PC version, not app) are having no problems.

Thanks

[goslow]

Have you set up the app password and made sure settings are correct as per info here

https://www.virginmedia.com/help/broadband/manage-email-account

[teesvalley]

Hi there, 

Thanks for your suggestion.  I'm not using the app, but accessing Outlook via Microsoft 365 on a desktop. 

I've checked and SSL encryption is not enabled and the port is set to 110.  I've tried to amend to enabled and port 995 - this is the same as 2 other email accounts on Outlook - as suggested, but this just comes up with an error message.

This problem has just cropped very recently - the account has been used for years without any issues.

[Graham_A]

@teesvalley VM require a generated app password to be used when accessing VM email from any third party email client/app including Outlook.

[teesvalley]

Hi Graham,  the account already has a password within Outlook, and this the account has been working for many years.  Are you talking about something else which has affected sending, but not receiving, emails?

[goslow]

If you are using an email client (such as Outlook) VM has changed its security requirements so that you need to use an app password when setting up the email client. See below

https://www.virginmedia.com/help/broadband/manage-email-account

VM also seems to have tightened up on the server settings for email clients so make sure the settings in Outlook match the ones in link above

[teesvalley]

I've changed the password etc as requested in the 'How to manage additional Virgin Media accounts' section, but the Outlook problem still persists

[goslow]

Just putting Outlook to one side for a moment ...

You have said you have now managed to set up 'My Virgin Media' for your wife's email address as per the last bit of info on the page here

https://www.virginmedia.com/help/broadband/manage-email-account#70ca773e-e896-4a23-af12-55e251a25b07

Now you have done that, can you access her VM webmail using the first bit of info on the same page

https://www.virginmedia.com/help/broadband/manage-email-account#a40d8863-1de8-4a2c-88e3-86907c1e7dfb

If you can access her VM webmail then your Outlook issue is a problem with Outlook. If you cannot access her VM webmail then you still have a problem with her VM mailbox.

[teesvalley]

Thanks goslow

The link into VM webmail works fine

Now all I have to do is resolve the mystery Outlook problem!

[goslow]

If you can access webmail, the account is working OK so you likely need to change settings in Outlook

See the example and link from @coenoby

https://community.virginmedia.com/t5/Email/Can-t-send-emails-and-can-t-access-my-webmail-or-my-broad...

and use the required VM settings for SMTP

https://www.virginmedia.com/help/broadband/manage-email-account