This topic

Problems with Email

ChrisARJ — Fri, 21 Mar 2025 14:55:20 GMT

Hi, we moved from BT broadband some months ago to virgin fibre, ever since doing so we have had email issues, we can receive emails on all the @btinternet.com family email addresses but when it comes to replying or composing new email we get errors every time trying to reply and send new emails, I paid for premium email to keep the email addresses, the only way we can send/reply to emails is if I turn off the virgin 3.0 broadband hub and we send via our mobile data plan, virgin have not responded to any of my reports, and I have tried everything the virgin community have suggested , checking settings in outlook, my suspicion is with the hub and a hidden setting within it that is blocking the out going email, I'm not too techy proficient, could anybody here suggest any course of action to try and rectify this please?, I even contacted BT to double check that I am upgraded to BT premium email andI am , and so does my bank as I get charged £7:50 a month for the service, many thanks in advance, Chris.

Re: Problems with Email

imjolly — Fri, 21 Mar 2025 15:17:03 GMT

you can try Premium email call 0808 100 6778 and see if they can help

Re: Problems with Email

gg30340 — Fri, 21 Mar 2025 19:02:41 GMT

If your email works as you would expect when using your mobile data this would tend to suggest that the problem lies with Virgin Fibre.

As BT have confirmed that you do have a BT Premium email account this would rule out that you are on a BTMail Basic account which would have prevented the use of BTMail using an email client or app such as Outlook.

While they should not have changed when you moved to Virgin have you checked the email settings as per the following link.

https://www.bt.com/help/email/manage-email-account/manual-settings/what-are-the-settings-for-outgoing-and-incoming-bt-email-servers

You should also check if you can send and receive emails when using a web browser. If you can this would also suggest that there is nothing wrong with your email account.

You could try using a different email client such as Thunderbird to see if that works and if it does the problem may be with Outlook.

Re: Problems with Email

ChrisARJ — Fri, 21 Mar 2025 21:55:14 GMT

I did do this and as far as they were concerned because we are able to send and compose new email from a browser, i.e webmail they are happy all is working correctly.

Re: Problems with Email

gg30340 — Fri, 21 Mar 2025 23:08:18 GMT

Have you tried a different email client such as Thunderbird?

Re: Problems with Email

ChrisARJ — Sat, 22 Mar 2025 06:42:38 GMT

Hi Yes, tried with exactly the same effect, it seems it is the virgin hub that is blocking it all, as all works fine when it is turned off.

Re: Problems with Email

ChrisARJ — Sat, 22 Mar 2025 06:43:19 GMT

Yes all email settings were checked from that very page.

Re: Problems with Email

ChrisARJ — Mon, 24 Mar 2025 11:29:50 GMT

The image below confirms that Outlook is able to connect to the BT email MX (server) over my VM WIFI but the BT server is falling to authenticate my account credentials. However, it is possible that BT are blocking my VM IP address for some reason?. If I can send emails from Outlook over a mobile data connection that also suggests it’s my VM IP address is being blocked by BT, is it possible for someone from BT tech team here on the forum that could contact me and or look into this please?, thanks in advance.

Re: Problems with Email

gg30340 — Mon, 24 Mar 2025 14:29:48 GMT

There is no route to the BTMail email team through this forum. You would need to contact BT 0330.1234.150 or the BT Premium Email Team at 0808.100.6778 and ask to be put through to the email team.

If it is the IP address that you are using that is being blocked by BT, the easiest way to sort that is to turn off your VM router for about an hour and it should be issued a new IP address when you turn it back on.

Re: Problems with Email

ChrisARJ — Tue, 25 Mar 2025 05:56:20 GMT

Turning the router off for an hour seems to have fixed the problem, many thanks 🙂