NTL email address can't connect to IMAP server on phone

[Ricky19]

Hello has anyone had trouble with their phone asking for them to connect an NTL email with their password and it not working? The past week I have lost my email connection and been unable to connect to the server.

[Joseph_B]

Hey @Ricky19,

Welcome to the Community Forums and thanks for the post.

Sorry to hear you have been having this issue with your email account, can you confirm with this if this email issue is occurring on more than one device or just the phone? With this as well can you confirm you are still able to fully log in via webmail?

Joe

[Ricky19]

Hi Jo,

I can log on still via Outlook on my laptop. I tried adding my NTL email account on another laptop via Outlook and it's the same as my phone also Outlook and it won't accept the account.

My NTL email is a secondary email to the email registered with my Virgin Account, so I can't access any settings or passwords associated with it.

[Lee_R]

Hi Ricky19 does this not work?

• Sign in to My Virgin Media
• Go to Account settings, then Account details
• Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail
• Then, under Virgin Media Mail app password tap Get password
• Continue the flow and a new secure password will be generated, and the mailbox unlocked
• Update any third-party apps that may be use to access your Virgin Media Mail emails with this new app password.

Regards

Lee_R