NTLWorld email not working on PC

[nicky98]

Hi

I have been unable to access my emails on my PC for months and it is driving me mad.

I am getting a 'connection error' and the service is not available. Retry.  Rev65.

Please help 🙏😘

[coenoby]

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@nicky98 wrote:

I am getting a 'connection error' and the service is not available. Retry.  Rev65.

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That's usually caused by a corrupt cookie stored in the browser you are using. You can check that by:

1. Accessing the VM website using a different browser or..
2. Try using a private or incognito window in your existing browser. Depending on which browser you use you can open a private or incognito browser window by using the keyboard shortcut combination Ctrl-Shift-N or Ctrl-Shift-P

Both 1) and 2) will result in the browser downloading a fresh copy of the necessary cookies. So if the website works ok you know it's corrupt cookie stored in your existing browser. The final step will then be to delete the VM cookies from your existing browser and you can then go back to using the standard browser window.

Coenoby

[Kath_F]

Hi nicky98, 

Thanks for your post and apologies to hear you're having an issue with accessing your emails. 

I can see that coenoby has offered some great advice above. 

If the above doesn't work, can you let me know if you're accessing the mails on a client such as outlook or are you accessing the mailbox directly through webmail?

Pop back and let us know so we can go from there. 

Thanks, 

[nicky98]

Hi. Thanks for getting back to me. 

I am attempting to access my email account via the vm website. I can access the account on my phone, just not on the pc for some reason...???

[用心棒]

Did you try coenoby suggestion of using your browser Incognito or Private mode?

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[Travis_M]

Hi @nicky98

Thanks for posting on our community forum!

How are you getting on after trying the above tips?

Regards

[nicky98]

Hi, I'm not sure i understood all he said...😱

[coenoby]

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@nicky98 wrote:

Hi, I'm not sure i understood all he said...😱

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Okay, so when you get that 'connection error' you must be using a web browser to access the Virgin Media website.  (A web browser, or simply 'browser,' is an application used to access and view websites.)

Which type of browser are you using on your pc? It is likely you are using one of the following, but which one?

•  Microsoft Edge
• Internet Explorer
•  Chrome
•  Firefox

If you don't know then you hover your mouse over the icon that you click on to open the browser it will display the name.

Just as an example, below it is displaying Microsoft Edge.

If you let us know which one you are using, someone can advise you exactly how to use the private or incognito mode I mentioned in my first post. If you try signing on to your email account from a private or incognito window it will help diagnose where the problem lies.

Coenoby