Virgin Media Community

[Frankie107]

In my Ntlworld account on my android phone any hyperlinks in emails I receive are ineffective, they do not move to any related item/page/website. The text is not blue as for normal hyperlinks and is inactive when I click on it. Anybody have any ideas why this is the case?

[用心棒]

Which email client are you using; be aware some clients will deactivate links if the email is stored in Spam folder?

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[Frankie107]

Thank you for your response. On my pc I use Outlook as my email client but everything works fine there. On my Android Samsung A6 phone I use the Google email client, Gmail, and with it the hyperlinks are inactive for my ntlworld account but are OK for my other two accounts, Gmail and Outlook.

Prompted by your suggestion I have tried using the Samsung email app and hyperlinks work fine for all three accounts there. However I am now well used to using the Gmail app and would like to continue doing so - any suggestions how to correct this issue?

[Hayley_S]

Hello @Frankie107,

Welcome back, thanks for posting.

I am sorry for the issue with your Email.

Can you tell me if you have web safe on? 

Many thanks,

[Frankie107]

Hi thank you for your interest. No I do not use web safe, I use other protection measures, but how would that affect hyperlinks particularly as it is on my mobile phone that the problem exists?

[Graham_A]

@Frankie107 Having read this thread I have just tried adding a blueyonder email address to the Gmail app on my android device.  It was successful and hyperlinks worked so the issue that you are having would not appear to be directly related to the fact that you are using an Ntlworld address (same servers and settings as used by blueyonder and Virginmedia email).

I can't see any settings in the Gmail app that would block hyperlinks completely but there is a setting under general settings which determines whether the link opens in the  Gmail app or in your default browser.  Maybe worth trying the different options to see if that makes a difference.

[Frankie107]

Thanks for that I will try it but without too much hope I'm afraid.

I have forwarded emails to my Gmail account and opened them in the gmail app and the links work there so in some way it must to do with the ntlworld address rather than the Gmail app.

[Graham_A]

@Frankie107  Another long shot.  What server settings are you using for the Ntlworld email address in the Gmail app?  They should be as set out in this post:

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

[用心棒]

Consider copying and pasting the following text into an email to the problem account and then post a screenshot just of the received message body here:

Example link can be found here

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[Frankie107]

@用心棒 thank you. I have pasted the text into an email and sent it to myself and opened it on my phone. The link on this occasion works OK.

I should have said at the beginning of this conversation that on my phone some links do work but only about 30% of them and I cannot find why some work and others do not.