Mobile connection with an ntl email

[Tony4Badgers]

Colleagues,

While I can sign into my virgin email using the desktop PC and my laptop with my valid ....@ntlworld.com email address, but recently it stopped allowing me sign in using this on my Samsung Android mobile either via the phones virgin media app or via the search link. An enquiry to the fault line was not productive. It however works for the subsidiary ...@virginmedia.com e mail address. I thinkits a techy programming change that ignores older open accounts

If any of you still use a historical ..@ntlworld.com email address, can you please let me know if you have found any reason it doesn't now work on a mobile phone.

Thank You

Tony

[Graham_A]

I don't have an Ntlworld address however I do use a blueyonder email which is also a VM legacy domain.

I have no issues with blueyonder via my android phone.

[Graham_A]

@Tony4Badgers I have just noticed your other posts re this issue and see that you are getting a address not recognised message.  This is a bit of a worry as it suggests that the email address concerned is not part of your current VM broadband account.

When you log into your primary account and go to Update settings, account details, manage other My Virgin Media accounts is the Ntlworld email address concerned listed?

[Tony4Badgers]

Yes it is listed, the account is verified as my primary email address and I can use it on the PC and laptop but not the mobile this week.

Thanks for your prompt reply

[Graham_A]

That's an odd one if it is recognised on the PC and laptop.

I know it is a bit of a cliche answer but does the same happen using a different browser on the mobile?

[用心棒]

Try removing any non-visible characters that may prefix and/or postfix email address. For example "richard.branson@ntlworld.com"  is okay but "richard.branson@ntlworld.com " is not due to trailing space character.

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[coenoby]

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@Tony4Badgers wrote:

If any of you still use a historical ..@ntlworld.com email address, can you please let me know if you have found any reason it doesn't now work on a mobile phone.

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I do have an @ntlworld email address although I rarely access it via my phone.

However, I have just tested it on my android phone and it is working fine. I signed in via the link to VM email on the main VM website and then tested it again by going via the app and that also worked fine.

I then tried to replicate the "Please enter a valid email address" error.message you are seeing. That seemed to suggest that as @用心棒 intimates  the error is saying that email address that has been entered does not meet the basic syntax rules for an email address.

For example, if the email address that is entered includes a blank space or has a special character such as . or _ at the start of the address it certainly generates that error message.

However, my tests showed that even if the email address has a non VM domain name it is not rejected at that stage but the screen simply moves on to ask for the password.

Coenoby

[Tony4Badgers]

Thank you coenoby. If the syntax rules for an email address prohibits the character "." then why does it not fault when the email addresses whether XXXXXXX.YYYY @ntlworld.com and XXXXXXX.YYYYNN@virginmedia.com is used on the PC or laptop and its only the former that fails through exactly the same internet accessed login screen on the Samsung android mobile. I suppose it could be the browser: Samsung Internet rather than Google or Edge.  Separately I have noticed the increase in the number of Apps and web pages that fail to work with Chrome but do work with Microsoft Edge, either as a Microsoft policy or lazy programming by developers not checking their work on all browsers.

But thanks for the effort in trying to snag the issue for me.

.

[coenoby]

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@Tony4Badgers wrote:

Thank you coenoby. If the syntax rules for an email address prohibits the character "." then why does it not fault when the email addresses whether XXXXXXX.YYYY @ntlworld.com and XXXXXXX.YYYYNN@virginmedia.com 

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If you  look again at my post I never said that the syntax rules prohibit the use of the period "." character.

What I said was "if the email address that is entered includes a blank space or has a special character such as . or _ at the start of the address it certainly generates that error message."

Just for completeness, the syntax rules specifically prohibit the use of special characters at the end or the beginning of an email address. So my.email.address@ntlworld.com is a valid email address but  .myemailaddress@ntlworld.com is not

I never mentioned about the end of the address because it seems from the image you posted that there are no special characters showing. However, quite rightly you have redacted the first part of the email address so we don't know if there is a rogue . _ or " there. 😉

I hope that clarifies things.

Coenoby

[Tony4Badgers · Accepted solution]

Well after a lot of messing about this evening I successfully logged into my virgin media account via the phone and then stepped into the email option from it. After 7 attempts to verify the device by password rather than biometric options(which I didn't understand at all: Bluetooth, USB and one other that I didn't recognise...someone might explain), the password was rejected 5 times and the picture verification by pictures of buses, crosswalks and traffic lights gave me 10 chances to see the low res pictures... but I got in WOOPEE!  I will try again while I am not using my domestic wifi but the virgin one my daughter has. As its bedtime I don't want to chance my luck again tonight, especially when I have been following your recommendations on the ntl email on the PC.

Well done community, thank you all for giving me the enthusiasm to experiment.  The solution was either invisible hidden characters or changes that required me to validate the phone via an indirect route.