Virgin Media Community

[Vrouse1]

I have an ntlword email address.

I recently got a new laptop and I get the following message on the email app

"We couldn't access this account: Ntlworld. You might need to update your password or give the account permission to sync to this device"

Changing the password does not solve the problem. All the settings are correct and the app has been re-installed.

When this error appears it stops sending from my phone and tablet also but webmail still works. The problems lasts for approx 3 days then it starts working again. Help......

[David_Bn]

Thanks for your post on our Community Forums @Vrouse1, and a very warm welcome to you!

Sorry to hear of the fault with the E-Mail account when working on the new laptop.

Can you possibly confirm which application you use to support the E-Mail account?

Have you attempted to simply remove the E-Mail address from the application and then added it back onto the application?

Kindest regards,

David_Bn

[Vrouse1]

Thanks for your feedback. 

I am using the Microsoft standard email application but I have also tried using Outlook. I have had a friend that has an IT support company who has tried everything and confirmed the fault is with the SMTP server at Virgin.

[Alex_RM]

Thanks for getting back to us Vrouse1,

Just to confirm- do your emails work if you access directly via webmail?

Is it just the email client that has the issue?

Alex_Rm

[Vrouse1]

Thanks for your reply.

Webmail works fine, but Outlook/standard email client stops sending for a couple of days.

[Anankha]

If using Windows Mail app then the settings are thus:
imap.virginmedia.com:993.1
SSL on
smtp.virginmedia.com:465.1
SSL on
Username is the full email address
Password is the account password.

[Vrouse1]

Thank you for replying.

I will check that but not using Windows mail app on phone or tablet.

Also, if those are the settings, why does Virgin not tell you to use them?

[Anankha]

These setting work for me on the mail app. Windows mail doesn’t have separate options for entering port details. 
IDevices are different & work better for some accounts. 
The ntlworld settings haven’t been used in some time. 

[Vrouse1]

The only thing different on my settings is the .1

Both imap and smtp are virgin addresses

[Anankha]

I would try the settings I mentioned to see if this fixes your problem.