Hi,
can anyone help after being on phone for an hour couldn’t help or didn’t know how to !
my emails say imap not responding check email settings. Everything seems okay. Also tried to login in through web it says download appsuite
thank you in advance
A couple of thoughts:
"my emails say imap not responding
However, I notice that the title of your post says "ntl not responding" so do you have "imap.ntl.com" in your email app settings? If so it should be "imap.virginmedia.com"
Just to confirm the current email settings recommended by VM are as follows:
(Also, you will see the Password should be the Mail app password generated from the My Virgin Media account for that email address - not the same password you use to access your VM webmail account.)
IMAP settings (recommended)
Host Name: imap.virginmedia.com
Username: your full Virgin Media email address
Password: your Virgin Media email app password
Advanced settings
SSL Encryption: Enabled
Port: 993 (this may be automatically chosen by selecting SSL encryption)
SMTP settings
Host Name: smtp.virginmedia.com
Username: your full Virgin Media email address
Password: your Virgin Media email app password
SSL Encryption: Enabled
Port: 465 (this might not be selected automating by enabling SSL, so please check)
Authentication: Password
" login in through web it says download appsuite"
There have been several reports that refer to downloading "appsuite" but I am not sure there has been a solution offered. Just to clarify, does it say "OX App Suite" or is it just " Appsuite"?
The reason I ask is "OX app suite" is the underlying system that Virgin Media uses to deliver their email service but there should be no need for VM customers to download it to access VM webmail.
Coenoby
Hi, thank you for reply, it just says appsuite also I can’t change to virgin media it says not responding and when I sign in on line with someone else’s phone I can read emails 🤦♀️
" I can’t change to virgin media it says not responding"
I'll try to explain. The IMAP error message you posted is coming from the 3rd party software that you use to manage your email account. That software (known as an "email app" or "email client") holds information so that it knows which email servers to access and the correct security information to use to allow it to download your emails.
That software will always allow it to check and update those settings even if it cannot download your emails. You actually said in your first post that it advises you to "check email settings". So you need to do that and make sure that the IMAP and SMTP settings in the app are the same as in the lists I posted earlier. You will not be able to use that software to manage your email account unless those settings are correct.
"when I sign in on line with someone else’s phone"
When you access your email account "online" you are using the VM website that accesses your email account in a different way to the app that is giving you the "IMAP not responding" error. The website does not use IMAP to access your email account.
So if you can access your email account online that is further evidence that there is a problem with the IMAP /SMTP settings in the email app or client that is giving you the "not responding" message.
"it just says appsuite"
Thanks for confirming that.
Sorry, I cannot offer any advice about it because if it does not say specifically "OX App Suite" then I don't know what it's referring to. I certainly would not download it if there is a link. It is strange that you do not get the "download Appsuite" message when signing into the website on someone else's device. Have you tried signing in on your own device but using a different browser?
Hopefully one of the Forum Team (VM staff) may be able to advise you on this. One of the team will contact you vis this forum thread.
Coenoby
Also have you setup the new VMO2ID as required? Are you still a paying customer of VM Broadband services?
Yes monthly payment for last 31 years
Forum TeamHey Lou59, thank you for reaching out and a warm welcome to the community we are so sorry to hear about your email issue.
What devices / how do you currently access your emails?
Is it only saying the IMAP setting isn't correct?
