Outgoing email problems with some app clients but passwords seem correct.

[jf20938]

This problem is beating me but someone in the know may spot a pattern and can help...

I use BT Email as may main email provider and both the PC webmail interface and various email client apps on my iPhone.  My problem is that with some combinations that include my TalkTalk router, outgoing emails fail.  My observations:

• a browser page to BT Email's website works perfectly.  Incoming and outgoing emails are immediate.  So I know my password.
• email via the BT Email app for my iPhone receives and sends emails flawlessly too.  That's via both a 4G mobile connection and my TalkTalk router.  I have a different problem with the BT App which I don't think is relevant but it does make me want to use a different App. 
• Accessing my email via either the Outlook and Bluemail clients on my iPhone works perfectly if I'm using a mobile 4G connection. So my IMAP passwords are correctly entered on both. 
• However, while connected via my TalkTalk router, emails are not sent correctly on the Outlook or Bluemail apps.  The sit in my Outbox.  If I then connect via 4G, they can then be sent. 
• All other iPhone apps work correctly via my TalkTalk router.

So, I conclude that my outgoing emails are being blocked by my router and that (please check this) my passwords and IMAP settings on my problematic iPhone apps MUST be correct.  I cannot explain why the BT email app client does sent emails via my router; maybe it uses a different port number.

On other routers that I've owned, it's possible to see a list of errors or blocked communications and that would give me a clue.  But the TalkTalk router doesn't seem to offer that visibility so I'm a bit stuck. 

Yes - I've rebooted everything, and checked my passwords.  All the above symptoms are reproducible. 

Any ideas?

[Ady-TalkTalk]

Hi John, please add your TalkTalk landline to your community profile and I'll take a look at your router for you. If you've run a factory reset you're using default router setup so there won't be a config error with the router. Are your internet access and other online services working normally?

Ady

[Gondola]

If you believe the TalkTalk router is faulty then TalkTalk can offer you a test router to prove the case. 

• Have you carried out a factory reset of the current router?
• A public IP address that's on a Spam Blocklist may be why your mail isn't being sent/accepted via the TalkTalk network
  Disconnecting the router for 30 minutes may get you a different public IP address allocated
• Have you tried an alternate DNS such as Google DNS to prove the network filtering is not a suspect?

In my experience the most likely cause of email blocking is Internet Security Software that blocks secure ports or holds up access. What do you use? Kaspersky is a known offender. But use of AVG/Avast or Norton particularly when set to use a VPN host server overseas are possibilities. Any VPN would use the VPN IP address as the apparent sender. But as spammers routinely use VPN's to hide their real location then it wouldn't surprise you to find that mail services may refuse to connect to overseas VPN hosts.

[jf20938]

Hi Gondola,

Thanks for responding. 
My question really doesn’t have anything to do with TalkTalk email; I don’t use that at all.  I posted it here because I have a TalkTalk router as past of their BB package. 
Returning to BT email, your recommended settings are those that I’ve configured into the BlueMail client. As an aside, if those were incorrect, would sending still be possible via mobile 4G (because that works)? 
not withstanding your answer to the above, I still suspect I have a router configuration error. It seems to block outgoing emails from BlueMail and Outlook iPhone clients but not the BT app. 
There must be a pattern to this that leads to the answer? 
John. 

[Gondola]

I see that this topic is 20 days old and you haven't been online recently.

My diagnosis is that you're not using the correct settings for BT Mail access via email clients. The outgoing settings are not the same as those for TalkTalk Mail. The BT smtp server requires secure authentication via port 465 and SSL/TLS encryption.