Problems with Email

[ChrisARJ]

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.

[imjolly]

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

[gg30340]

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-outgoin...

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.

[ChrisARJ]

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.

[gg30340]

Have you tried a different email client such as Thunderbird?

[ChrisARJ]

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.

[ChrisARJ]

Yes all email settings were checked from that very page.