HTC

[Lyndell]

Hi, My previous posts in October / Novemer outlined the problems I had been having with the Vodafone 360 H1 since July 2010.  In the end I purchased a Sure Signal and although my signal improved I could not access any social networking sites or the internet.  The Tech team were going to get back to me but I never heard anything.  I did contact the Cancellation department and eventually the Sales / Marketing department contacted me and offered me a Wildfire Explorer.  I was supposed to get a callback later in the day but was cut off as my stupid 360 had not connected to the Sure Signal so I had no signal.  I tried for 2 or 3 weeks to get through to the department via Customer Serices but no luck.  Eventually another gentleman rang me and explained there were no Explorers but would I accept the Wildfire S.  I agreed and I do quite like the phone but have numerous problems and would like a bit of reassurance that they can be solved before my 7 days runs out on Thursday.  My main problem is as stated above I cannot access anything when my Sure Signal is on.  This was also proved on Christmas Day when my son was here and his phone was blocked (I have my son's number registered to the Sure Signal).  As soon as I turned it off his phone worked normal.  My other problem is regarding e mails.  I am a ntlworld.com account and used to get my e mails regularly on my 360.  Now I am really struggling.  I have ony received one e mail to date although they are all going into my Virgin Media account on my PC.  It does prove that the e mails can get through so perhaps I need to alter the settings.  Can you please advise me.  I have tried several times to send an e mail and I keep getting the following:-

Warning - your outgoing server response: 421 aamtaout01-win.ispmail.ntl.com connection rfused from [212.183.132.78)

Again it could be to do with the settings or perhaps it is something to do with my 360 account.  Do I have to do anything with this account or will it just shut down automatically?

Another query:  Do I have to open a Google Account - will my Wildfire S benefit from it if I do?

I have not used the Sure Signal today and my signal is between 1 and 2 bars - it has not as yet gone to emergency only like my 360 did.

So many questions but that is all for now.  As I said I do quite like the phone and I really want to stay with Vodafone as it is only in the last 18 months that I started having problems.

Hope you can help.

[OctaneJay]

good luck to you ive been arguing with technical for best part of 6 months over the same problems, my advice switch networks wil will be doing

[Lyndell]

Thanks - I don't think I have enough patience to again go through all the problems I have had since I got the 360 H1. The Forum team were great but I never heard from the Technical Dept and I gave up on Customer Services. I believe I did get a £25 credit (couldn't really understand the lady) but it's not about the money. I have 2 days to sort out the Wildfire S so fingers crossed.

[Wayne]

Hi Lyndell

Thanks for your post here. I’ll pass this over to our Sure Signal guys and they’ll get back to you as soon as possible.

Thanks

Wayne

[Lyndell]

Thanks Wayne but at the present time I have left my Sure Signal turned off  (signal strength between 1 and 3 bars and thankfully no emergency only as yet) as I really want to get my e mails sorted out.  When I mentioned the problem to the Sure Signal team at the end of October they said they would ask the Tech Team to contact  as they don't deal with this problem - I am still waiting.  As I said I am an @ntlworld.com customer and I cannot send e mails on my phone.  I am receiving some although today I only received 2 and there were 8 in my Virgin Media e mail account.  It is a new phone and I aren't used to it so perhaps I haven't set it up correctly.  Can you please help.  Lyndell

[James]

Hi Lyndell,

We are aware of a few customers having issues with the internet through the Sure Signal.

So we can add you to the list of this I have sent you a quick email, please reply with your details and I will be able to pass this on for you.

In regards to the email set up, you should be able to send and receive this without the Sure Signal and as you have received some it would indicate that the settings are correct, however please can you verify what you have as the outgoing mail server settings as this could be stopping you from sending emails from your phone.

James

[Lyndell]

Hi James, I would rather get my email up and running first.  Today I have received 13 emails into my Virgin Media ccount on my PC.  Unfortunately I have only received one of these e mails on my phone - it was the third one I received into my VM Inbox so there is definitely something wrong.  I have just tried to send an e mail and received the same message I listed on my initial post.  My outgoing server settings are:-   

smtp.ntlworld.com

security type:  None

Server Port:  25

When I click next on any of these settings I get the Warning which I mentioned i.e.

Your outgoing server response:  421 aamtaout02-winn.ispmail.ntl.com connection refused from [212.183.132.19]

Hope you can help.

Thanks

[DaveCD]

Hi Lyndell

Thank you for your post and I appreciate how important it can be to get your emails on the move.

I have investigated this and can see that this appears to be a common problem with certain internet service providers, although I have seen that by using these settings below it has resolved the issue for a lot of customers.

smtp.virginmedia.com

Outgoing Mail Server Port : 465
SSL should also be ticked
Outgoing Mail Server also requires authentication

Let me know how you get on.

Many Thanks

DaveCD

eForum Team

It would be amazing if you could take 30 seconds to complete a quick survey to aid my development.

[Lyndell]

Hi DaveDC, thanks for your advice and I am pleased to day that it has worked.  I can now send e mails from my phone.  However, receiving my e mails is still a problem.  i usually receive about 12 a day into my Virgin Media e mail account and they all used to come through to my Vodafone 360 H1.  Unfortunately I am only receiving an odd e mail now and again.  Yesterday I received 3 on my phone but today I haven't received any even though 14 have come in to my e mail account.  I presume it is something to do with either my e mail settings or my phone settings.  Would appreciate your help again.  Many thanks.

[Lyndell]

Hi, following on from my last post - I just thought I would update you.  I deleted my Vodafone 360 account late Friday and finally all weekend my e mails came through as normal.  Today, Monday only one out of 8 has come through.  I am still convinced it is to do with the settings i.e. probably peak time etc.  I just cannot seem to get my head round them as none of them have had any affect.  Any help on the best settings would be appreciated. Thanks.

[Dave]

Hi Lyndell,

In order that we can pin down the likely cause, can you confirm if there is any pattern to those which come through or those which fail, for example size, attachment or sender?

It may also be worth contacting your email provider directly to confirm the settings for Android handsets with them directly, as they are the ones who would have the exact details required for the settings. We can help show you how to set them, but we wouldn't necessarily have their required settings on hand.

Dave

[Lyndell]

Ok Dave, I will contact Virgin Media and see what they have to say.  My signal is quite bad at the moment so as soon as I sort my e mail I will have to put my Sure Signal back on.  Hopefully I will still to be able to access the internet with my phone.  Fingers crossed.