Email Troubleshooting

This page contains steps for troubleshooting email on Virgin Broadband services.

Mail application settings

The following are the general settings you should use, regardless of your email application. If you are experiencing issues with sending or receiving email, first confirm these settings are correct:

  • My incoming mail server is a: POP3
  • Incoming Mail Server: mail.virginbroadband.com.au
  • Outgoing Mail Server: smtp.virginbroadband.com.au
  • Account Name: Your Full email address

Issues sending email

Outgoing mail server

Outgoing Mail Servers may only work with a matching Internet Service Provider. So if you are at home and connected to your Virgin Broadband WiFi it can send... but as soon as you try to send emails from a different service you will most likely need a different outgoing server to send with. You will need to contact your internet service provider to get their outgoing mail server. This includes if you have setup your Virgin Broadband email on your phone.

For example, Virgin Mobile Broadband (username@virginbroadband.com.au) uses smtp.virginbroadband.com.au to send when connected via the VirginBroadband APN, but when using YESINTERNET via your Virgin Mobile phone's data you need to use smtp.optusnet.com.au (with no username or password) instead.

Large emails

The size limit on any individual email is 10MB. Messages larger than 10MB won't be sent or received.

Issues receiving email

Email storage limit

The total size limit on an individual email box at any one time is 10MB. Once you reach the 10MB limit, email sent to your mailbox will not be delivered. You will also be unable to send mail from your Virgin email box.

To fix this, login to your webmail and delete emails in your folders. You can avoid this happening in the future by regularly cleaning out your mailbox or you can download your emails from our server to your local computer via your email application.

If you are still experiencing issues with sending or receiving email then contact us for further assistance.

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