Sending to my ntlworld email bounces with recipient's domain does not exist - [logged under F011775373]

Thanks very much to the support team that resolved this! 🫡

Thanks for this update and advisory of the fix. 

I am also missing emails sent to me during outage, where are they and what is VM doing about it, if anything!

PippaR 

Sorry to hear you are still having problems. Just a couple of things:

1. I've just sent test messages to two ntlworld accounts and they are both working fine.
2. VM's problems with their ntlworld.com domain name would have had no effect on emails already sitting in ntlworld email accounts. It would simply have stopped new emails arriving and even then, some people were reporting  that emails from certain email services were still coming through  to ntlworld addresses.

So it looks as if the issue you are currently experiencing is a separate issue to yesterday's debacle. 

Since this thread has been marked as solved I would suggest that you start your own thread specifically on the fact that you are not receiving emails and also you've have lost older emails. 

It would be useful if you could give a bit more detail on that, for example, whether specific email folders have disappeared, or whether it's emails prior to a certain date.

Starting your won thread measn you are likely to get a quicker response, as it is, your post on this thread is likely to get lost in the general noise of yesterday's meltdown.

Coenoby

Hi KJ64, thanks for posting and welcome back to our community.

Sorry to hear you're unable to access your email address via your phones. We'd recommend using a 3rd party email address to access your online account. Then following the below steps:

• Sign in to My Virgin Media
• Go to Account settings
• Click Virgin Media Mail Settings
• Security and sign in details
• Manage your Virgin Media Mail app password
• Continue the flow and a new secure password will be generated, and the mailbox unlocked.
• Update any third-party apps that may be use to access your Virgin Media Mail emails with this new app password.

Regards

Lee_R

Hi stanolley, 

Thanks for coming back to us on this. We're happy to hear you're receiving emails again. 

If you've not already set up a third party email address for your log in username via My VM, you'll need to complete this. Please log in to My Virgin Media here > Click on Account settings > Virgin Media Mail settings > scroll down to the App password section and click the Generate new App password button.

You should get a pop up message asking you to verify your email address and you'll need to use a 3rd party email address to continue. You'll be sent a one time passcode to enter on the next page to verify it's you. Once verified you'll then be given an app password which will look something similar to: mail-horse-yellow-panda and you should note this down.

To get things working on an email client or app again, you will need to enter the new mail password in the settings. This will allow your emails to load again. In some cases, you may need to remove the email account from the mail client or app completely and re-set it up as fresh. If this is the case for you, please ensure you use your VM email address as the username and the newly generated app password.

These changes have been put in place as Multi-factor authentication (MFA) is now required. Just as a side note, when logging in to My VM, you will need to use the third party email address as the username and your original My VM password.

Please let me know how you get on and apologies for the inconvenience.

Many thanks, 

Hi emailwoes 👋.

Thanks for the update on your email situation, can we ask since your post have those missing emails returned or not so that we can take the next steps.

Sabrina

Hi jcurtis, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you're having issues with sending mails to your NTLworld email. Checking the fault reference mentioned on this thread, this was raised and fully resolved. The fault was closed on 22/04/2025 after numerous checks were done to confirm the issue was resolved. 

Can you please expand more on the exact issue you're having, as well as including any errors you're getting? It would also be handy to know if you're sending the mail through an email client or through your webmail directly. 

Let us know so we can help further.

Many thanks,