Virgin Media Community

[wasdale32]

Hi

my wife has an iphone 13 and uses her @ntlworld.com email address. She has email configured using IMAP and SMTP. She is able to receive email without issue using both 4G data and WiFi, however she can only send email when connected to WiFi ( or to a personal hotspot on my own phone). Her email settings are as specified on the VM help page. I have the same settings on my own phone (other than the account name/password) and they work fine for both receiving and sending. We have tried changing her account password and recreating the email settings but still unable to send via smtp on 4G.

Regards

Mark

[wasdale32]

Also WEBMAIL works fine for send and receive

[Graham_A]

Based on your posts the most likely explanation is that the IP address that your wife's mobile data connection is using is on a blacklist.

VM block emails from being sent via such IP addresses.  Unfortunately as the mobile data IP address concerned will be shared by many users there is nothing really that you can do to resolve the issue.

Such blacklist entries tend to refresh at regular intervals so she may find the issue resolves in a day or so.  In the meantime using the WiFi connection or VM webmail are the work arounds.

[wasdale32]

Graham

I think that is unlikely as she has had the same issue for over a month including while we were traveling in France.. I assume the IP address would have changed during that time. 

Mark 

[Robert_P]

Hi wasdale32

Sorry to hear of the email issues regarding your wifes iPhone, we appreciate you raising this via the forums and welcome to the community.

Can you ensure the settings for email with the handset are as follows please:

Incoming settings:
imap.virginmedia.com
SSL yes
Port 993

Outgoing settings:
smtp.virginmedia.com
SSL yes
Port 465
Authentication ‘Password’

Username is the full email address, Password self explanatory. Ensure the username & password is also added under the smtp server details. It may be related to what Graham_A has advised also. Please let us know if this helps.

Rob

[wasdale32]

Hi

As I already stated the settings were correct - I've spent 35 plus years in IT so it was the first thing I checked.

Despite my scepticism about the IP address issue I compared the address of my own phone in 4G next to my wife's phone on 4G - they did differ with hers being on the spamhaus blacklist. I powered off/on the phone and DHCP assigned a new address which now allows her to send smtp email over 4G.

I am, however, concerned that this issue will re-occur without warning.

Why are the address ranges from one of the major UK mobile operators (3-Mobile) being blocked by your smtp server???

[Vikki_M]

Hi wasdale32

Thank you for your reply.

We aren't aware of any other similar experiences with other customers so this may have just been a one off. 

Please do let us know if it happens again and we can investigate further,