Forum Discussion

carol5-4's avatar
carol5-4
Up to speed
7 months ago

Ntlworld.com email

Good evening,

We have 5 family ntlworld emails. As of this evening we cannot sign into any of them. All seems well until you have to click on the blue 'sign in' button. It is that, which does not appear to be working/responding.

Any suggestions, are very welcome.

Thank you.

  • carol5-4's avatar
    carol5-4
    7 months ago

    Hi Gareth, Many thanks for your reply and DM.

    Earlier this afternoon I had a call from one of the tech guys, he was patient, as I am still not quite myself/up to speed.

    Browser =Firefox

    We tried...different passwords, he tried on my behalf.

    We cleared cookies/data/cache.

    We tried a family members newer laptop.

    We tried installing Edge on my laptop

    All of the above to no avail.

    We then installed Edge on the other Laptop.

    Eureeka!!!!!

    I got my old email back, but in MS Edge and on anothers laptop....but it was done!

    Sadly, after our marathon call, I realised that I didn't have his name...but I did thank him.

    I installed Edge again on my old laptop, and got the email back, different browser, but at least on my laptop.

    I began thinking, and dissecting the problem, it only happened to my own personal email, but I kept that one open in a tab (Firefox)....VM quite often requested a sign if I had left it a while before checking email, so logic tells me that there was 'something' about FireFox or an add-on or extension.

    I use Malwarebytes premium on my computer and I find it brilliant, so when FireFox brought out a Malwarebytes web guard I didn't hesitate to install it.

    However it was the problem.....why? Virgin Media use a Captcha to verify users aren't bots etc. Malwarebytes blocks them ( they aren't that secure apparently), so I (the user) does not see the Captcha box it doesn't get completed, which means I cannot progress further to sign in on Virgin Media....

    So, to get everything on to FireFox.....when you try to sign in on VM (and you have Malwarebytes web guard) disable MB-web guard, sign in on VM then once in, re-enable MB web guard add-on.

    I wish I could pass that on to the very patient tech guy from this afternoon.

    I hope that helps the Forum Mods as well as all of those having problems.....

    Thank you all for trying to help me and all of your valuable suggestions.

     

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    7 months ago

    Is the VM account linked to those mailboxes still active? If not, they may have been deleted.

  • carol5-4's avatar
    carol5-4
    Up to speed
    7 months ago

    Yes, of course I am a Virgin Media customer 🤔 they were all working fine earlier today.

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    7 months ago

    Yes some old NTL mailboxes are being deleted as the users are no longer customers, but still using the mailboxes long after the 90 days.

    It may be you need to go through the new password procedures as VM have upped the security requirements recently. 

    • carol5-4's avatar
      carol5-4
      Up to speed
      7 months ago

      Thank you for your suggestions. It seems as though a lot of people are having the same issue as myself at the moment. I would find it strange if Virgin Media did as you say re the passwords without informing their customers first? Hopefully a helpful VM person will be along to let us know exactly what is happening.

      • ALF28's avatar
        ALF28
        Super solver
        7 months ago

        Sometimes updating the VM account password can help when having login problems, also wise to disconnect from all sessions which is an option in the VM account settings, but also make sure the email is logged out each time as well.

        I now use other free emails rather than VM email which does have issues, and I use outlook.com, gmail.com and yahoo.com

         

  • ALF28's avatar
    ALF28
    Super solver
    7 months ago

    I also had the same issue most of the day, the sign in button was not working with the correct username email and password on both the chrome and edge browsers, later in the day I tried the brave browser and managed to log in.

    Cleaning the browsing history did not solve the problem, it just would not log in just froze, however the problem earlier may have rectified as I have just managed to log in to my webmail tonight at 22.00.

    i have seen recent posts of some email clients also having login issues.

    The problem is random and some days OK, other days can not always login to VM account/webmail for certain periods as if the server is not connecting.

    • carol5-4's avatar
      carol5-4
      Up to speed
      7 months ago

      Thank you ALF28 you are describing my problems exactly! I will continue to try, and hopefully the blue sign in button will start working again...fingers crossed!

  • carol5-4's avatar
    carol5-4
    Up to speed
    7 months ago

    All well and good, I do get my emails direct from web (not a client), but if I can't sign in to My VIrgin Media with any account, because the buttons are not working, how on earth do I connect?

    I was in hospital having surgery yesterday, so I am not in a good place to chase VM, could one of The Team please respond? I am not alone with this, I see a few people have posted yesterday with exactly the same problem.

    • Molly_T's avatar
      Molly_T
      Forum Team
      7 months ago

      Hi Carol5-4 👋

      Welcome back to the community! Thank you for posting. 

      Hope your Surgery went well 🤞 - Wishing you a speedy recovery! 

      So sorry to hear about these ongoing issues with email! We appreciate this must be frustrating. 
      Thanks to the other members of the forum for offering some insight and support. To help us isolate and troubleshoot the issue can you please let us know;

      Is this issue happening across multiple devices?

      Have you tried using an alternative browser? (For example, Google Chrome instead of Edge)

      Did you try changing the password in the end? As suggested by one of the other forum members. 

      Are you also having any difficulties logging into My VM 👉 virg.in/myVM or is it just directly our webmail platform 👉 https://virg.in/webmail

      Thank you for your patience whilst we gather some additional information and offer support! All the best. 🌞

       

       

       

  • carol5-4's avatar
    carol5-4
    Up to speed
    7 months ago

    Hi Molly, Thank you for responding. As you may have guessed it hasn't been a 'good post' surgery day.

    I did, earlier today, try to sign in on a family members laptop, to My Virgin Media and sub email accounts. All were successful except for my own personal email account. I did as prompted and changed my password, it told me it was changed and invited me to sign in, only to be told my password was wrong. I went through this exact same scenario multiple times until I was sadly locked out.

    I ended up calling you. The young lady on the tech line also tried, and she got the exact same 'wrong password' as me. She even tried yet another password, and the same again. I have now been given a 'report/work number' to be told it'll be 5 working days. Given it's been a while already, it's not really acceptable AND I really need access to that email address.

    • Ashleigh_C's avatar
      Ashleigh_C
      Forum Team
      7 months ago

      I'm very sorry to hear that this has happened carol5-4 and thank you so much again for letting us know. 

      I am so sorry that the issue has continued, but if an IT ticket has been raised then it does mean our teams are now working to resolve this for you as soon as they can.

      It can take them up to 5 working days but please do let us know when you hear back from the team and they will do all they can to resolve this with you.

  • carol5-4's avatar
    carol5-4
    Up to speed
    7 months ago

    Hi Gareth, Many thanks for your reply and DM.

    Earlier this afternoon I had a call from one of the tech guys, he was patient, as I am still not quite myself/up to speed.

    Browser =Firefox

    We tried...different passwords, he tried on my behalf.

    We cleared cookies/data/cache.

    We tried a family members newer laptop.

    We tried installing Edge on my laptop

    All of the above to no avail.

    We then installed Edge on the other Laptop.

    Eureeka!!!!!

    I got my old email back, but in MS Edge and on anothers laptop....but it was done!

    Sadly, after our marathon call, I realised that I didn't have his name...but I did thank him.

    I installed Edge again on my old laptop, and got the email back, different browser, but at least on my laptop.

    I began thinking, and dissecting the problem, it only happened to my own personal email, but I kept that one open in a tab (Firefox)....VM quite often requested a sign if I had left it a while before checking email, so logic tells me that there was 'something' about FireFox or an add-on or extension.

    I use Malwarebytes premium on my computer and I find it brilliant, so when FireFox brought out a Malwarebytes web guard I didn't hesitate to install it.

    However it was the problem.....why? Virgin Media use a Captcha to verify users aren't bots etc. Malwarebytes blocks them ( they aren't that secure apparently), so I (the user) does not see the Captcha box it doesn't get completed, which means I cannot progress further to sign in on Virgin Media....

    So, to get everything on to FireFox.....when you try to sign in on VM (and you have Malwarebytes web guard) disable MB-web guard, sign in on VM then once in, re-enable MB web guard add-on.

    I wish I could pass that on to the very patient tech guy from this afternoon.

    I hope that helps the Forum Mods as well as all of those having problems.....

    Thank you all for trying to help me and all of your valuable suggestions.