Secondary email account not working on webmail - please help

[glasspath]

I have several ntlworld email addresses linked to my broadband/tv/phone account. One, used by my son, has recently lost webmail access. He can log in to his "additional account" and has tried changing his login password but when trying to access webmail just gets a screen saying "Forbidden". Please can you help restore his webmail access?

[glasspath]

Thanks Graham_A but he's tried re-adding the account to the Gmail app but is still getting the same error message "The server for xxx@ntlworld.com is unreachable or timed out."

[coenoby]

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@glasspath wrote:

 he's tried re-adding the account to the Gmail app but is still getting the same error message "The server for xxx@ntlworld.com is unreachable or timed out."

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And just to check, he is using the VM mail app password in the Gmail app settings rather than the same password he uses to access the email account via the VM website?

Using the VM webmail password will definitely cause the app to fail.

Coenoby

[Molly_T]

Hi Glasspath 👋 Thanks for returning to this public thread to keep it updated! 

Glad to hear that you were able to regain access to the secondary email account via My VM / Webmail 👉https://virg.in/webmail

If it's still not working for Clientmail, I'd recommend just running through all the information on this help page 👉  https://www.virginmedia.com/help/broadband/manage-email-account particularly the section titled 'How to set up my Virgin Media email on a device'

We are sadly a little limited with what support we can offer for 3rd party client mail services, as it could be an issue with their platform or device (particularly if it's working via webmail.)
That being said - please let us know how you are getting on and the community will continue to offer support. Thanks for your patience in the meantime! 🌞

[glasspath]

Thanks to you both coenby and Molly_T. I'm happy to say that my son has now managed to get his ntlworld email account back working on Gmail on his iPhone. He was using the ntlworld email address and correct password. I'm not sure what was causing the issue, possibly incorrect server details, but anyway all sorted now.

[David_Bn]

Thanks for the update @glasspath, and we're pleased to hear that this matter has now been resolved.

Do feel free to come back to us if you experience any further issues that require our assistance.

Thanks,

David_Bn