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janeej's avatar
janeej
Tuning in
21 days ago
Solved

can't access emails for ntlworld account

I have 3 ntlworld emails, 2 of them stopped working a few months ago ( I use outlook to open them) After going round and round in circles I had to reset the password with a very long code which worked on my phone but took another few days for it to work on computers!

Now the 3rd one (my Son's) has stopped - the original password nor the long code work - I have requested a new code but that hasn't worked either. We get "The entered credential or authentication information does not work or are no longer accepted by provider. Please change them" on the account setting on virgin media - tried putting in various passwords and get "Error the provided login data to access e-mail server imap.ntlworld.com seems to be wrong. Please correct them." On outlook it says he has to sign in to the account but every password tried comes back with "sign in failed, something went wrong while setting up your account - please try again"

He has some very important emails about holidays that he now can't access.

Can anyone suggest a solution please

  • janeej's avatar
    janeej
    13 days ago

    Still only getting emails on ipad or phone - not on outlook on computer. We have been entering the new 4 word password dozens of time a day but have now given up trying !!!!

4 Replies

  • David_Bn's avatar
    David_Bn
    Icon for Forum Team rankForum Team
    20 days ago

    Thanks for reaching out to us janeej, and welcome back to our Community Forums.

    Can you please confirm if you have been able to set up an app password for your son's E-Mail account at all?

    This would involve logging into the individual self-care account with the E-Mail address and the login password before then setting up a password dedicated for use on third party applications, such as Outlook.

    Thanks,

    David_Bn

    • janeej's avatar
      janeej
      Tuning in
      20 days ago

      We now have partial success,  we set up a new account for just his email and got another passcode. After a few hours and multiple times of entering it he has finally been able to access emails on his I pad but still not on computer but that's better than nothing at all!

      • David_Bn's avatar
        David_Bn
        Icon for Forum Team rankForum Team
        19 days ago

        Thanks for coming back to us janeej, are all E-Mails accessible on the device(s) when going through our My Virgin Media portal for the E-Mail address?

        Is the E-Mail account at least now accessible - with the ability to send and receive via the Outlook application on the devices being used?

        Thanks,

        David_Bn