Lost email folders on mobile

[HildaSequin]

I have to access my ntlworld.com email address via my googlemail.com address following a long drawn out number of phone calls to the Virgin 'help line'.

I have just suddenly lost all my email folders that have been set up for years under my ntlworld.com account. They have been replaced with some very random gmail labels/folders that I have never set up myself.

I would be so grateful if anyone out there can help me please.

[Robert_P · Accepted solution]

Hello HildaSequin

Sorry to hear of the changes following the recent issues with your email account via your mobile, we appreciate you taking the time to raise this via the forums.

From what you have advised, the changes to the log in email are to assist with verification should there be any access issues. If you have no access to an address there needs to be an alternate address to unlock an account than the one locked.

Do you see the issues when logging in via an app? If you access the email address using the same details via a browser, does it show the same?

[HildaSequin]

Hello Robert_P

Sorry for the delay in replying.  I was on holiday.

All my folders are there when I login on my laptop. It's only on my mobile that I can't access them.

I hope you can help with this.

Jane

[Alex_RM]

Thanks Jane, so I can get a few more details from you, I've popped you over a private message.

Alex_Rm