Unable to set up Windows Mail or complete First Time Login on My Virgin Media [ Edited ]

[MartinP1966]

Hi,

I have created a new email account for my son. I am unable to set up his account within Windows Mail - keep getting an error "Your server has unexpectedly terminated the connection" with an error number of 0x800CCC0F. All my existing email accounts are fine within Windows Mail - the only difference being that the new account is a virginmedia.com address, whereas the others are ntlworld.com addresses.

So I thought I would try logging in to My Virgin Media for the new email address. This logs me in (so I know the password is correct) and then takes me to a first time login page and requires me to set up some security information for the account. However, the "Continue" button at the bottom of the page is disabled, even when all fields have been completed.

This is the case in Chrome, Firefox and Internet Explorer and I have tried it on both Vista and XP machines.

If I try the "Email" link (rather than My Virgin Media) I get a "Google Apps - Server Error", that says "We are unable to process your request at this time, please try again later."

So...I am unable to access email for this new account either via webmail or Windows Mail....brilliant.

Any suggestions?

[Graham_A · Accepted solution]

There have been other reports of the problem re the continue button not being highlighted.  The work around is to select the update password field. Some users have reported that by typing in their existing password the continue button comes to life.  If not make sure the password complies with the VM minimum standards:

Your password must:

• be between 8 and 10 characters long
• begin with a letter
• consist of only letters and numbers (no special character like #&@*)
• contain a combination of upper and lower case letters
• contain at least one number
• not contain words from the dictionary
• not contain 3 numbers or more in a row

The longer the password is, the less likely it is that someone else will be able to guess it or otherwise find out what it is.

[MartinP1966]

Thank you - selecting the option to change the password did the trick. I was able to change it to the same password (so didn't have to actually change it).

It does suggest there is something wrong with that web page - perhaps the development team should have a look at it.

[Leanne_K]

Hi MartinP1966,

Thanks for letting us know that it's sorted, and thanks to Graham_A for the help.