Compose, Reply and Forward not working

[HLsands14]

I have had recent issues with my account. I cannot seem to compose emails or access the Reply, Forward, or Move buttons. The Reply and Forward buttons have gone grey and I'm not sure what that means. 

I would be grateful for any advice.

[Reece_MH]

Hi HLsands14 👋

Thanks for posting, and a warm welcome to our Community Forums.

I'm sorry to hear you're experiencing issues with the services provided on your email. For clarity, how are you attempting to access the email? Is it via the Virgin Media Web Mail, or through an app such as iOS Mail, Outlook, Thunderbird, etc.?

Do you seen any error messages, or are the buttons just unclickable?

Thanks,

[HLsands14]

Hello Recce, 

Apologies for the late reply, it does not work when I go via Virgin media web mail. However, when going on via iOS the only button that works is Send, so I can send mail but all the other buttons don't work. 

HLsands14

[Steven_L]

Thanks for coming back to us HLsands14, are you able to provide a screenshot of this happening?

Kind Regards,

Steven_L

[HLsands14]

Hello Stven_L 

The first screenshot is using iOS, the second is using Virgin media web mail. 

Kind regards

HLsands14

[John_GS]

Hi @HLsands14 

Thanks for coming back to us. 

On the iPhone, what other buttons aren't working please? Is the phone's software upto date as well? Settings - General - Software. 

On Webmail, can you send us a photo/video of what happens when you try and forward an email?

Best wishes.

[HLsands14]

Hello John_GS,

Thanks for getting back to me. The phone's software is the latest version, and on the iPhone all buttons work. 

On webmail (shown in the photo below), I cannot forward any emails as the button to do so is greyed out, along with the reply and delete buttons. When I click on the compose button nothing seems to happen, however that lights up red.

Kind regards 

HLsands14

[Carley_S]

Thanks for this @HLsands14 

Do you get the same issues when trying to reply or forward on another device at all, or does this only happen on the IOS device? 

[用心棒]

@HLsands14,

Is the issue being experienced the same as that detailed here, Webmail malfunctioning due to missing account data - Virgin Media Community - 5361225? Regrettably if it is then that issue remains unresolved a month on from when first reported. As a temporary workaround use an email client, like Thunderbird, with the account until issue is resoled.

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