Email Outbound

[christianwball]

Hi

So I changed my password.  I am using outlook.  I can receive emails but it will not send emails - i get the pop up to enter the email and then I try and add the new password - it will not accept it.  If i switch broadband providers to BT it works but on my Virgin Router it does not accept it.

Its hugely frustrating - can you help at all?

[gg30340]

Are you a BT Broadband customer or paying for your BTMail email through a BT Premium email account?

[christianwball]

I am a BT broadband  customer - and premium mail also

[gg30340]

Cn you confirm that you have changed your email password on the BTMail webmail (using a browser) and in Outlook and that it works for sending and receiving as it should on webmail and the problem is only with Outlook sending. 

[christianwball]

Yes confirmed - I am standard email services as I have been an email customer for ever and it was part of broadband service and phone help is confirming that its the same premium for me...

[gg30340]

Do you have 2 factor authentication turned on on the email account? If you do can you try turning it off to see if Outlook will send and receive.

When you changed the password in Outlook did you tick the box for for out the going server  "same as incoming" if so can you try entering the password manually rather than ticking the box.

[christianwball]

Ok Long one this so bare with me.

I have BT mail.  Had it for ages.

I can not send my email from PC when using Virgin Broadband - same with App on mobile.

I can send emails when using BT broadband or 4G/5G when on mobile or on BT broadband

So I receive all mail fine but send fails and I go through password change etc and send and still sending emails with Virgin is not a success.

Any thoughts - obv to blame virgin and I am talking to them also but this is a very odd issue that's frustrating as hell.

Going through manage profiles to check email I get to test and it sends the following reply

'Send test email message: Your email server rejected your login. Verify your user name and password for this account in Account Settings'.

This is pretty clearly a BT mail issue but one you dont seem to be willing to address...

[christianwball]

Hi So checked it all - it then says getting things ready and pops up the screen with password I type in the correct on and it will not accept it...

[gg30340]

If your email accounts work as they should when using the BT network and the 4/5g networks but not the Virgin network why do you think it is a BT problem and not a Virgin problem. 

Have you tried using a network other than BT or Virgin's network to see if your email work on that?