Forum Discussion

KB510's avatar
KB510
Tuning in
2 years ago

ntlworld.com email not working

My ntlworld.com email that I've had for years is now not working...approx a week.

I use this email for private and business email and have a lot of saved important emails.

I desperately need it back if anyone can help?

This keeps coming up (below)...myself and my Wife have tried to do what they've instructed us to do but it's not working and we're just going round in circles.

Thanks in advance

Alan

Your Virgin Media Mail account is currently unavailable


This is either because your Virgin Media Mail account is locked, or because you don’t have an active account with us anymore.

If you have an existing Virgin Media Mail account with us, please follow the steps below, as your account may have been locked as a security precaution.

 

  • David_Bn's avatar
    David_Bn
    Forum Team
    2 years ago

    Thanks for reaching out to us KB510, and I'm sorry to hear of the issues you've been experiencing with the web mail services we supply to our customers.

    Can you please confirm if this is still ongoing, or is this has since been resolved?

    If this is still ongoing, please clear the cache on the browser you're using or try using an alternative browser to see if the fault continues to effect your ability to view the inbox

    Thanks,

    David_Bn 

  • KB510's avatar
    KB510
    Tuning in
    2 years ago

    Hi David, thanks for the reply. This issue is still ongoing. Have also tried on my Wife's laptop but same result. 

    Thanks Alan

    • John_GS's avatar
      John_GS
      Forum Team
      2 years ago

      Good afternoon KB510 / Alan and thanks for coming back to us.

       

      For a locked email could you please do the following; 

       

      • Run malware scans on all devices
      • Have the account holder sign into the online account
      • When signed into the online account, go to 'account settings'
      • General new app password
      • Leave it 20 mins, this should unlock mailbox.
      • KB510's avatar
        KB510
        Tuning in
        2 years ago

        Hi John, 

        Thanks for the reply much appreciated

        Will try all that but not all that tech savvy....my Wife is trying to help me

        Hope this all works as really desperate as have very important emails saved and current ones to answer.

        Thanks

        Alan

  • FlockWallpaper's avatar
    FlockWallpaper
    Up to speed
    2 years ago

    The most important thing to ascertain before anything else is this - are you a current VM broadband customer? If yes have you always been since setting up the email address - no break in service?

    And I really can’t believe that it’s gone two days and nobody has thought to ask you this question!

    • KB510's avatar
      KB510
      Tuning in
      2 years ago

      Thanks for reply. Hi yes we are a VM broadband customer and we've never had a break in service. Have just tried everything John suggested but still doesn't work. As soon as we try to verify the email address it keeps coming up we haven't verified it but it won't allow us to verify it. Really confusing and we've been at this over 2 hours this afternoon just going round in circles which is very frustrating. Thanks Alan

  • arthurjack's avatar
    arthurjack
    Joining in
    2 years ago

    Having the same problem. Been with Virgin broadband, tv and phone for years. My wife is secondary NTL email and was fine until I discovered yesterday - because she didn’t get an email sent to both of us - that here was a problem. 

    • arthurjack's avatar
      arthurjack
      Joining in
      2 years ago

      Sorry replying to myself, but wanted to add. When the email didn’t work my wife got the message your account has no password go to settings - on her iPad. However not only does the account have a password it’s been the same one for ages. After numerous different tries I did manage to get on with her email but received the same message as previous writer - your account is unavailable etc etc. been trying various combinations for most of the day, but no luck.

      • KB510's avatar
        KB510
        Tuning in
        2 years ago

        Hi arthurjack...thanks for the comment. I've still had no luck getting access. Really worrying as I have so many important emails I need access to. Hopefully someone can finally help and good luck to yourself as well. Thanks

  • KB510's avatar
    KB510
    Tuning in
    2 years ago

    Now nearly 2 weeks I've been locked out.....any other ideas or solutions?

    • Robert_P's avatar
      Robert_P
      Forum Team
      2 years ago

      I will send you a Private Message to get some more details from you to assist. Check the envelope in the top right of the forum when signed in for the message.

       

      Rob

    • mh52's avatar
      mh52
      On our wavelength
      2 years ago

      HOW????

      I am in an endless loop of nothingness with exactly the same problem... my wife's email had been locked by the system and the only way we found out is that she stopped getting email.

      I've tried resetting passwords but I get no reset emails and there is no way of speaking or direct chatting - this is CRAZY and is driving me nuts!

      Thanks, at least a little steam has gone for the moment.

      • arthurjack's avatar
        arthurjack
        Joining in
        2 years ago

        Surprisingly I got through to Virgin on the phone on Monday. After a long chat - they went away and talked to the IT dept - came back and they would call in a couple of days. Got to Thursday and no call, but suddenly my wife’s account was working and she got a load of mail in. Never actually heard from the IT dept, but they certainly got it sorted. So can only suggest giving Virgin a call?

  • kevanss's avatar
    kevanss
    Joining in
    11 months ago

    Hi, not sure if we are having the same issue but wanted to share our fix incase it helps.  Within last week hubby's ntlworld email address was locked.  I had to follow instructions and add what I thought was a another email incase we locked the ntlworld one I added a gmail.  Now today we were unable to sign into ntlworld address.  I then found the locked email confirming that I had changed the sign in address to the gmail.  So to sign in we use the gmail address but it takes us to the ntlworld emails and the ntlworld email address still accepts and sents emails. We found it all very confusing but it works and hopefully this works for you too. 

  • arthurjack's avatar
    arthurjack
    Joining in
    11 months ago

    Thanks for your reply. Certainly a complicated “fix”. As I said strangely I receive mail on the secondary account and can send it from webmail, but can’t send from my iPad?? However, this is the second time I’ve had this problem so I think I may just use a gmail account. We’ll see!

  • arthurjack's avatar
    arthurjack
    Joining in
    11 months ago

    Sorry if that was unhelpful, but I’ve had it with Virgin. Yes I’ve a lot of important emails on this secondary account but I will contact them all and move them over to the gmail account

    • Robert_P's avatar
      Robert_P
      Forum Team
      11 months ago

      Sorry to hear that arthurjack, there is help here for issues with secondary email addresses and here for general email issues.