Iphone no longer displays contents of Mailbox
My email address ends in virginmedia.com. I have successfully used this email address for years without any problems on my iphone. A few days ago my iphone stopped showing new emails in the inbox wit...
Forum Discussion
Hi Graham,
Thank you for taking the time in attempting to help me to resolve the issue. I have now lost access to both my VM email boxes on my iPhone after having generated a new App password in my VM account. I telephoned VM’s Customer Support Team this afternoon and although the person I spoke to was very polite and listened to my issue he was unable to help me or put me through to their IT Department as apparently a customer cannot directly speak to them!!! Apparently their IT did attempt to ring me unsuccessfully on my landline some days ago but it isn’t their policy to leave messages to tell the customer they have done so as the customer can’t phone them back! Instead customer services have to raise a request for their IT to contact me and that they will do so within 3 days!!! In a polite way I told the customer servives person that I find it wholly unacceptable that a paying customer has to wait up to 3 days in order to access advice. Just something to be aware of if ever you are thinking of contacting them. I wasn’t aware of this policy but it will certainly influence who I give my business to when my contract comes up for renewal later in the year.
A very unhappy VM Customer
Thanks again Graham and best wishes
Our apologies that you feel this way Flowerpower11
We do advise that second line faults team do have 5 working days to look into a raised ticket. These tickets are raised when customer services have tried the troubleshooting steps but this has not resolved the issue.
Please do keep us updated when the team have been in touched and if you need any further assistance, we can support again here if needed.
Hi Carley & Team
thanks for getting in touch. Technical Support Team did phone me back yesterday. I was on the phone almost 2 hrs, spoke to 4 agents, my issue is still the same that I cannot connect to your imap server with any of my 2 email boxes on my iphone although I can still view them fine on my iPad so they are definitely operational. Despite the best efforts of technical support they could not get me reconnected and I was advised that the problem is therefore at my end. As I said before, one of my mailboxes stopped working on my iphone whilst the other one carried on working fine until I generated an App Password (as I was advised to do by your colleges). Once I had generated the password the remaining email box also stopped working. How can this be explained? I did not make any setup changes on my iphone to cause this so I am at a complete loss to understand why this has happened. My theory is that changes made at your end to deal with security issues for users of 3rd party devices such as mine has somehow caused the issues at my end. One of the 4 colleagues I spoke to yesterday was from your gadget homeworks service (didn’t even know you have this service). He wanted to sell me remote gadget support for my devices at almost £10 per month to be added to my usual bill. I found this quite insulting. I am not IT illiterate, up until this event I never had any issues with being able to access emails on my iphone before and I have used an iphone for years. I do not require gadget support. To top things up - my broadband connection to your server went down after I finished my almost 2 hour conversation. So I had to telephone your customer support team again. My broadband issues seem to have been resolved but I still cannot connect to your imap server so I can’t access my 2 email boxes - I have tried again several times today without success. I am not happy as you can well appreciate. I have no issues with any of your staff, they were very helpful & polite.
So thanks for your offer of further support but I don’t know what else you can offer? If you can think of anything then please let me know.Thank you & kind regards
Hello Flowerpower11
Thank you for your reply. Sorry t hear you're still having difficulty with the email accounts.
The 2 email boxes you are having issues with on your iPhone can you try adding the following settings. First though delete everything and start again as a brand new setup.
Account type: POP3
Incoming mail server: pop3.virginmedia.com
Outgoing mail server (SMTP): smtp.virginmedia.com
Outgoing server: requires authentication (tick) Use same settings
Advanced Server Port Numbers:
Incoming server 995 Tick SSL Outgoing server (SMTP) 465 encrypted connection SS
Plus each password and email address.
Gareth_L
Hi Gareth & Team,
Thank you for your response. I completely turned my iPhone off to force it to reboot (again). Then I tried setting up both email boxes afresh as new accounts. I typed in the email address and the 4 word password (separated by hyphens). My phone tries looking up the account to verify. I get the same error message displayed that your imap server is not responding, as it defaults to trying to connect using imap. I select “OK” and select POP, at Incoming Mail Server I type in pop3.virginmedia.com, username (email address) + password I leave unchanged. I then select “save”. My phone then displays “verifying”, then the following message “Cannot Connect Using SSL - do you want to try setting up the account without SSL?” If I select “Yes” , my phone is verifying again, then I get the message “the POP server pop3.virginmedia.com is not responding. Check your network connection etc. I tried with the 2nd email address and get the same result.
I can’t get to the Advanced Server Port Settings screen.
For your information: I met up with another iPhone user (owns same model as mine). We compared the settings on both phones and found them to be the same. Only difference is that they use an AOL email address and they don’t have any issues with it on their phone. I can still view and use my hotmail email account on my iPhone but it can’t connect to your mail servers so I cannot access my 2 VM email accounts. Like I said previously, I did not make any changes in my phone settings in the first place.
Thank you & kind regards
.
