Forum Discussion

jetstream's avatar
jetstream
Tuning in
15 days ago

Cannot access my NTLworld email account

I have two NTLWorld email accounts. One is working fine, the other is suddenly stopped working two days ago. When I access the account "something went wrong setting up your account" pops up.

I have had this account for twenty years without anyn problems, but now I have hit a brick wall.

I really need to get this account working again, so any help mush appreciated

Jetstream

 

  • Hi Jetstream, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you're having an issue with accessing your email address. This is something we can certainly check for you but in order to do that I'll need to confirm some information with you to pass security. 

    I've sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

    Many thanks, 

  • I'm replying to this because I can't find a way to start a new thread.

    I also have an Ntlworld email address.

    My email suddenly stopped working this morning - I could neither send nor receive email from my client accounts on desktop or phone. When I tried to log into web mail I was taken to this page: https://www.virginmedia.com/help/virgin-media-mail-unavailable

    I followed the instructions, first changing my webmail password and then automatically generating a new password for the app. This allowed me to access webmail. 

    However, my client accounts still don't work. When I try and send an email, it asks me to enter a password. But the only passwords I have are the webmail password and the app password. Neither of these work. 

    I have tried looking on the website but can't find anything to help with this particular problem. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    What do you mean by client accounts? If you mean secondary accounts, these are now separate accounts and require their own logins.

    https://www.virginmedia.com/help/broadband/manage-email-account

    • Kim_T's avatar
      Kim_T
      Joining in

      Sorry, by "client" I simply mean on a device, as opposed to on a server. 

      • Lee_R's avatar
        Lee_R
        Forum Team

        Hi Kim_T, thanks for posting and welcome back to our community.

        Sorry to hear you're having issues accessing your emails. And for any inconvenience this may be causing. For my understanding, please can you clarify if you're unable to use your email addresses on both our website and via 3rd party email clients?

        Regards

        Lee_R