Email

[Giovanna16]

Hello,

can anyone please help. My dad has an ntlworld email address and they have stopped working since last. It keeps saying Error mail serve imap.ntlworld is not responding and verify entered correct account details in mail settings.

the account details are correct, can anyone help? Thanks 

[Graham_A]

@Giovanna16  Whilst the old IMAP.ntlworld server should still work it isn't the recommended setting to use.

https://community.virginmedia.com/t5/Email/Email-settings-change/td-p/3369438/jump-to/first-unread-m...

Does your Dad still have a VM broadband account with the Ntlworld email address concerned?

What error message, if any, does he get when trying to access the email account via VM webmail at https://mail2.virginmedia.com/

[Giovanna16]

His email is still with ntlworld. 

he has tried accessing it via VM website but it says incorrect password (he may have forgot it due to it being in phone automatically so long) however when trying to reset password it’s saying his details and security answer is wrong which definitely isn’t 

Thanks for your reply 🙂 

[Graham_A]

The VM Forum Team staff should be able to help you with this but will need your Dad to be able to pass security with them.  They will explain how best to do this when they reach this thread.

[Reece_MH]

Hi @Giovanna16,

Thanks for your post, and welcome to our Community Forums.

I'm sorry to hear your Dad is having problems accessing his email address. Just to confirm some things, are you the Account Holder of the account that has the email associated with it?

Is this email in question the same as the My Virgin Media login? If so, is your Dad able to sign in as normal there? In addition, some security questions can be case-sensitive, so please attempt possible answers in various cases, if applicable (for example 'answer' and 'Answer').

Thanks,

[Giovanna16]

Hello,

no sorry I was asking on behalf of my dad. When he tried to log in it was saying his security question was wrong when it definitely wasn’t. Thanks for your help, what should he do?

[Paulina_Z]

Hi @Giovanna16,

Thank you for coming back to us. As you're not the account holder of the account in question, we wouldn't be able to assist as we'd need to speak to the account holder directly. 

Can you confirm if your dad still has an active Virgin Media account? You can encourage your dad to create a Community Forums login and create a new Forum post where we'll be able to assist the account holder directly.

Apologies for any inconvenience caused. 

Thank you.