Hi Graham
hoping you can help my husband and I who have spent over the last 2 days approx 6+ hours talking to every department we’ve been passed to inside Virgin regarding our 3rd party mail Apps to including now paying for Gadget Rescue (which we don’t want) and have been no help thus far.
On Mon afternoon we suddenly found we could not send email from our ntlworld accounts from 4 devices, being 2 iPads, 1 iphone and 1 Samsung phone. We left it that day thinking it would resolve itself. It didn’t.
We've been with virgin for approx 20 years and never had a Mail problem we couldn’t solve ourselves.
1) spent a couple of hours being told to try and access via VM webmail, but being informed we had first to be set up with a 3rd party email account, we still didn’t understand why but went along with what they instructed us to do.
2) After another hour we were able to access VM webmail.
3)We advised we still want to use our Apps on iPad, IPhone & Samsung phone. Told they couldn’t help us and transferred us to Gadget Rescue.
4) we spent another hour/so talking to them where we were advised to generate a new password this we did under their instructions, it constituted 4 words with a hyphen in between each. 5) We were then told to change our IMAP settings to include this new long password, which we did. It still didn’t work so they gave us a ticket number with the promise to ring us back, this didn’t happen.
5) This a.m. we rang Gadget people to chase them. They remotely took control of one IPad and input the long passwords themselves (think we had to generate new one) but when it started verifying it, after 10 mins they told us to close the IPad down and restart it and leave it for 30 mins, log in to webmail using the long password and that would fix it, it didn’t.
6) Husband rang them again spoke to someone else, had to go through the whole thing again for another hourish. They then took control of Samsung phone said IP had been blocked (or something) or needed a new router or something. He then transferred us back down a level of support saying they could resolve this.
7) Husband spoke to lower level support who told us there was nothing wrong with the IP etc. and insisted that it was an App issue because we can access webmail. He advised us to delete the Mail App then reinstall it etc. on reinstalling trying the password etc. still didn’t work. 😡
I’m afraid at this point we’d had enough (I’ll just say, retired for many a year so not greatly techie). We just don’t know who to talk to. I’m so sorry this is long winded but if you or anyone else can help us we will be very grateful.
Scoops
