Forum Discussion

ChrisJL_2005's avatar
ChrisJL_2005
Tuning in
3 days ago

NTLworld account accessed by Web but not through Outlook (365) - help!

Sometime after 19.00 on Thursday [29/05/25] I found it impossible to syncronise Outlook with my Virgin (or rather ntlworld.com) email account. Everything is there in the webmail but not coming across to Outlook.

I have tried repairing Outlook (this has worked in the past) but no avail. I have even done a password reset via the Virgin Media reset function on the web. Still not working. [Might have been something completely dfiffrent. Who knows.]

I've checked all the IMAP/SMTP settings. {Both before and after the password change}  

I get following error message (dependent on which folder I try to access in 'Update  folder'

Or simple send/receive error if I try to to do 'All folders'. 

Have tried a seperate manual repair to Oulook but I get this:

So although all the correct info is in Outlook, it seems it just will not talk to the server. 

I don't need to check whether the problem exists on my iPad/iPhone as I auto forward all my Virgin media emails to Gmail which is basically what has meant that I know am not getting them in Outlook on my PC. 

So not sure what else I can do besides delete my profile in Outlook and start clean. Rather not go there and hope you have alternative advice. 

Thanks. 

 

[Mod - Image removed due to personal information]

10 Replies

  • Graham_A's avatar
    Graham_A
    Very Insightful Person
    2 days ago

    When you state that you have reset the password you need to be aware that each ntlworld.com email address now needs two separate passwords. First there is the password to log into the My Virgin Media account for the email address concerned, this is also used to access VM webmail.  Second there is an app generated password for use with email clients such as Outlook 365.  It is this second one that you need to change and enter into your Outlook 365 settings.

    • ChrisJL_2005's avatar
      ChrisJL_2005
      Tuning in
      2 days ago

      Hi. 

      Thanks. Yes I've generated the specific secure password as per the virgin media site. 

  • coenoby's avatar
    coenoby
    Very Insightful Person
    2 days ago

    ChrisJL_2005​ "I have even done a password reset via the Virgin Media reset function on the web"

    But have you generated a new mail app password?  These days VM require you to use a separate password in an email app rather than the normal password that you use to sign into your VM email account on the VM  website.

    To generate a Mail App password, follow these steps:


    Sign in to the My Virgin Media account for that email account
    1) Go to Account settings, then My Virgin Media Account details
    2). Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail
    3) Then, under Virgin Media Mail app password tap Generate new App password and follow the instructions.
    A new secure password will be generated for you. Your app password can be used for all apps accessing your Virgin Media mail address. If you create a new app password, you’ll need to update all your existing apps with the new password.

    Coenoby

    • ChrisJL_2005's avatar
      ChrisJL_2005
      Tuning in
      2 days ago

      Hi. 

      Thanks. Yes I've generated the specific secure password as per the virgin media site. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 days ago

    Your OP shows your personal email address. It will be vulnerable to misuse and scammers. 

    • newapollo's avatar
      newapollo
      Very Insightful Person
      2 days ago

      jpeg1​    I've already reported that to admin as it was too late to ask the OP to edit their post.

    • ChrisJL_2005's avatar
      ChrisJL_2005
      Tuning in
      2 days ago

      Thanks. This is the edited image deleting my email address. Error message from Outlook. 

      [Mod - Personal information still visible. Image removed]

  • ChrisJL_2005's avatar
    ChrisJL_2005
    Tuning in
    2 days ago

    Sorry. I thought I had blanked it out. So I'll type out what is in the dialouge box. 

    OUTLOOK Send/Receive Progress dialogue box.

    Task ‘xxxxxxxxxxxx@ntlword.com: Folder: Inbox Check for new mail reported error (0x800CCC0E) : ‘Outlook cannot download folder Inbox from the IMAP email server for account xxxxxxxxxxxx@ntlworld.com. Error: Cannot connect to server. If you continue to receive this message, contact your server administrator service provider (ISP).’

     

    • Graham_A's avatar
      Graham_A
      Very Insightful Person
      2 days ago

      Sometimes Outlook 365 requires the email account to be removed and then adding back to force a password change to be recognised.  Probably worth trying this.  However, before you do that check that the email account is accessible via VM webmail.  Remember you will need to use the third party username email and Ntlworld.com account password combination.

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      10 hours ago

      Hello ChrisJL_2005,

      Welcome back to the Community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with accessing your NTLworld email account. 

      Have you been able to get the issues resolved with the help from the community or are you still having the issues now?

      Kind Regards,

      Steven_L