Ntlworld email not working since 5/12/2022

[devin1]

Hi, 

I am a virgin media customer and have had a ntlworld email address since the ntlworld days (10+ years). Since mon 5th Dec i cant access my email via outlook or webmail. 

On outlook i get 
Task 'Synchronizing subscribed folders for [REMOVED] reported error (0x800CCC0E) : 'Outlook cannot synchronize subscribed folders for [REMOVED]. Error: Cannot connect to the server. If you continue to receive this message, contact your server administrator or Internet service provider (ISP).'

On webmail i get

Your mailbox is not available at the moment.

Or you may not have an active mail account with us.

If you have an existing Virgin Media mailbox please try changing your password in the first instance as this may unlock the account following a security precaution taken by our email team.

I cant change the password if i cant access the webmail... durr..

I've spoken to virgin media and they don't have a clue... 

Any help advice would be appreciated. 

[Graham_A]

@devin1  Mailbox password changes are not made via webmail they are made via the My Virgin Media account for the email address concerned 

Sign into the account here: https://www.virginmedia.com/my-virgin-media using the email address concerned and the current password. Once logged in click on Update Settings then Account details. You should now see the options to change password etc.

If that isn't available try https://www.virginmedia.com/my-virgin-media/forgotten-details/password

If no security answers have been set for the email address concerned then you will need to call in for support and select technical issues> email 

However, as you have already tried the phone support route you would be better off waiting for the VM Forum Team staff to respond to this thread.  When they get here the first thing that they will ask you to confirm is that the email address concerned is attached to your current VM broadband account.

I have asked the Moderators to redact your email address from your post as private information should not be posted in a public forum

[devin1]

Thanks for that. 

So I've been doing some further digging... basically when i log into my normal virgin account, i get the 'Your mailbox is unavailable' message. BUT when i login as my parents virgin account (the original home address prior to me moving to a new house/new account) I can access my ntlworld email. (which doesnt make any sense??) Also- why would this stop my outlook access? the email is still active and working as normal. 

So i need someone to migrate just the email account to my new account. 

Also, just to note. changing the password changes the account login password... not my email account password. - i dont need to do this. i just want to access my original ntlworld email account via outlook. 

Thanks

Devin

[Graham_A]

Each email address has it's own My Virgin Media account so changing the password only affects the account you are logged into at the time. Your underlined statement is incorrect.

Unfortunately it isn't possible to migrate an individual email address from one account to another.  Your best option going forward is to create a new email address for yourself independent of an ISP, eg Gmail or outlook are two possibilities.

If your parents were to close their broadband account all the email addresses on the account would be closed permanently after 90 days.

[devin1]

How can i reconnect my outlook?

many thanks for the advice. 

Devin

[Graham_A]

If you change the password for the email account concerned, wait an hour, and then enter the new password into your Outlook settings this should unlock the mailbox.  If this doesn't unlock the mailbox then you will need to wait for the VM Forum Team to assist further.  However, they will need the account holder to clear security with them so your parent would need to set up a community account to be able to do so.

[Lee_R]

Hi devin1, thanks for getting back to us.

So it sounds as though the email address you're referring to, is linked to another account?  If this is the case and if anything can be done, it's going to require communications with both your parent who is the account holder of the account the email address is linked to and yourself.  I am going to send you a private message.  Please look out for the purple envelope in the top right of your screen.

Regards

Lee_R