Email account Ntlworld - failure to reinstate on Ipad - Is it me?
In our Ntlworld email account two days ago on a newish iPad and it went haywire. All we could access were emails back in 2017. A restart of the iPad didn't cure it, so we removed the account with the intention of a reinstal - not, as it transpires, the best of decisions.
Adding the account back in proved impossible. After entering the a/c password, we got the message "No password provided for "Ntlworld". Please go to Mail Account Settings and enter a password." We then went round in a loop for several failed attempts.
Desperate situations require desperate measures - and that's what contacting the Virgin help desk feels like to us!
A lengthy conversation followed with an agent, when it was not clear that he entirely understood the problem, or knew the solution. The outcome was a change of password by Virgin when we declined the offer of a new email address. This failed to cure the problem and we were told to expect a call from the security team within 5 days. It was suggested that suspicious activity had been detected on our account. In the meantime Virgin asked for an alternative email address for them to communicate with us, so just as well we have a Hotmail a/c as fall-back.
Later that day we received an email to the Hotmail a/c from the Virgin Media team asking us to reset the password. We were hopeful that meant the security team had OK'd our account, but we couldn't face any more stress that day. The next morning, I clicked on the link to change the password, but it had expired! It would have been helpful had Virgin indicated the link was time-limited.
So......another call to the help desk asking them to re-send the email to reset the password, followed by another lengthy conversation, which failed to get to the bottom of the problem. We asked if the security team had looked at the issue - and were told there was no record of recent suspicious activity on our account!
For reasons which aren't clear to us, our old Virgin Media password still gets us in to our email account on the Virgin web site, but neither that, nor the new password given us by Virgin allows us to add the account to our iPad.
The other wonder is that notwithstanding the password change we are still able to access our 'Virgin' email on an old iPad and a Samsung mobile (where we have not changed the email account password). Which got me wondering whether the problem might be with the newer iPad?
Any thoughts/suggestions would be appreciated. Thanks.
