NTL email works in Mail, but unable to access via webmail

[GBizzle]

Hello,

When I lived with my parents, I set up an NTLworld email address and have been using this ever since. They are still with Virgin, but are phone services only.

I am a Virgin Media customer, but although I have set up a virginmedia email account, never use it. I use Windows Mail to access my ntl emails but as only the most recent mails are saved there, from time to time do need to log into webmail to find historical mails. I have connected my ntlworld email to my virginmedia account and was able to access through this.

I have tried to access my emails today through webmail, but there is an error message "The entered credential or authentication information does not work or are no longer accepted by provider. Please change them." and I am no longer able to see these. I have full functionality through Windows Mail. Can anyone help me gain access to email via my webmail? Understanding this is associated with my parents' account, ideally, I would like to take ownership on my own account.

Any advice is greatly appreciated!

[Graham_A]

As the email address concerned was part of your parents former VM broadband account the fact that you cannot access it via VM webmail is a strong indicator that the account is in the process of being deleted.

Unfortunately it is not possible to move the email address to your own VM broadband account.

Your best option is to set up a new email address with a supplier independent of your internet service provider.  Use the time that you still have access via an email client to inform your contacts of your new email address and move any subscriptions you need to the new address.

[GBizzle]

Thanks for this. Looking at some of the other threads, I kind of thought this may be the case.

I've started changing over any accounts I can to a new email service, but is there any way I can get onto my webmail? I'm really not too familiar with the interface, but I have all relevant passwords, for all VM and email accounts.

[Graham_A]

@GBizzle Having re read your original post it seems that you are trying to access the email account in webmail via your virgin media email account.  Instead log out of that account and then try to log into the Ntlworld email address via this link https://mail.virginmedia.com/ using the email address concerned and password as the log in details.

[GBizzle]

Thanks again for this.

Both email accounts are accessed via the one log in. I've logged out and tried to log in using just the ntlworld address/original account password, but the email address is not recognised(!?). When I log in normally, I can see both email addresses (the top one being the virginmedia account in my account list) as shown, with error message below.

Making good progress with logging in to other accounts and updating email address though!

[Graham_A]

That result adds further evidence to suggest that the Ntlworld email address is indeed in the process of being closed down as it should be 90 days after the host VM broadband account is closed.

[GBizzle]

Argh!

I really was hoping there was some way I could still access via Webmail. I was still holding out hope as I had full functionality via Windows Mail.

Regardless, if this is a lost cause, thank you so much @Graham_A, you truly are a very insightful person!

[Vinegar]

As a rule, when an email account is in the process of being closed down, the webmail access to it is the first to go, which does seem to be the case here. However access via a client application can sometimes carry on working for quite some time. But the whole thing is really now on borrowed time.

[Matthew_ML]

Sorry to hear this GBizzle, but I am glad the advice from our amazing people did help you to.

I will feed this back. Cheers