Virgin Media Community

[Elib11]

Hi All. I'm working from home and have no problem accessing the internet on my laptop. However, my Virgin email AND my webmail aren't loading. The Virgin mail is just saying 'Connection error: This service is not available right now' and the wemail just isn't loading at all. BUT I can access both on my smart phone using my internet connection. This has just happened in the last 24 hours and I haven't changed any passwords etc. Any ideas ? I really need to be able to send documents from my laptop and I can't. Thanks in advance!

[用心棒]

Try using an email client, like Thunderbird, until the issue it resolved.

As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.

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[DaveUpp]

Have installed Thunderbird but cannot get it set up - saying 'wrong configuration or....'. Help?

[用心棒]

Either post an appropriately redacted screenshot of the error or its text here; take care not to post any personal information on this public forum.

When setting up Thunderbird for the first time a Set Up Existing Email Account dialogue box is shown. After entering your name, email address,  and password selecting continue should result in either a Configuration found at email provider or Configuration found in Mozilla ISP database being shown, see below:

How far beyond this point are you getting?

[DaveUpp]

 Getting error message on completing the shown fields - as follows - 'Unable to log in at server. Probably wrong configuration, username or password.

Very busy so only able to check replies intermittently. Grateful for any further advice.

[用心棒]

 See if this thread is applicable to your issue Trouble accessing email

[DaveUpp]

Thanks, will use the text number now but this looks like an initial contact number whereas I have already spoken to 150 and had password reset and cleared history and cookies, etc, etc. Any clues as to why Thunderbird doesn't work for me?

[用心棒]

I had hoped because your other email client were working Thunderbird would also but it seems the server is not accepting the authentication credentials; even through they are likely valid. Hopefully the re-enabling of your mailbox will resolve all issues.

[DaveUpp]

Thank you for your responses.

I texted the number on the link at around 8.40. I received first response (after several automated instructions) around 10.45. I was asked a few security questions (that I'd already been asked / answered earlier. Then sent a link and told to enter certain digits of my password. I clicked the link but received a message 'unable to open this form'. I texted this information c.10.55. You are informed 'responses from this service are not immediate' but was slightly concerned at no further contact for over 15 mins, so I texted again at 11.10 to get an immediate, automated, response 'We've gone home for the day - we're here 7am-11pm Mon to Fri and 8 to 8 Sat.....etc!! 

I mean, fair enough, the guy is entitled to go home at the end of his shift, but why answer a call at 10.45 if you're about to go home. OK, it's possible my query might have had a quick solution, but he could have said to me at the start 'I go home at 11.00 but let's see how far we can get'. Or sent a text at 11.00 saying 'sorry' personally, rather than just go home and leave this automated reply mid-conversation.

Customer service.....what customer service!! Sorry for the 'rant', none of this is your fault and I do thank you for trying to help. The end of the last message said '...we'll be back in touch tomorrow', so I wait and hope.