cant send emails from ntlworld account

[IainThayne]

HI there - writing on behalf of my mother.  She has an ntlworld email account running on Windows LiveMail client on a Windows 7 machine that in the last days no longer enables her to send emails, though she can receive them.  I set up same account on my laptop running outlook v2406  and it works fine.  I have read that there is some additional authentication that needs to be set up, but when I try and do this via VirginMedia website, and use her ****@ntlworld.com email address and associated password I cannot log in.  Is there an ntlworld equivalent of the VirginMedia portal that would enable me to get logged in and to generate the additional authentication, or is that not required or can someone suggest how else I could resolve this please.  Thanks

[goslow]

Is your mother the account holder for a current VM broadband account? Or is your mother's email address a secondary email address under your VM broadband or someone else's VM broadband?

[IainThayne]

Hiya Alessandro - thanks for coming back so quickly - she has a VM broadband account, but doesnt use the VM email account.  It looks like the VM and ntlworld email accounts are not coupled though ?  So, if I got the authentication stuff for the VM email account, would it roll over to the ntlworld account ?  Thanks again for any advice and guidance you can provide

[Graham_A · Accepted solution]

@IainThayne You write that your mother has a VM broadband account but doesn't use the VM email address.  So was the Ntlworld email address that is causing issues set up under a different VM broadband account or perhaps has existed since before the Telewest/Ntlworld merger that became Virgin Media?

There have been a number of posts recently regarding emails not sending via email clients with an authentication error. Check that the account on WLM is set to use authentication for sending emails.  This will need the full Ntlworld email address as the username together with the current account password.

If the account password has recently been changed then you may need to go through the process to generate an app password for the email address to use with email clients.

[IainThayne]

HI Graham - thanks for this.  It is a legacy email account from the days of ntlworld before VirginMedia.  No recent change in password - I will check out the authentication aspects - thanks for pointer.  In case that doesnt work, can you advise how to generate an app password for an ntlworld email account as when I go to the VirginMedia login page and enter her ****@ntlworld.com address and correct password, it says that there is an error, and although she does have a VM email account, which I can log in to, and I guess could generate an app password following the advice elsewhere, that wouldnt help as the ntlworld email account is independent of the VM email account.  Thanks again

[IainThayne]

Hi again - issue resolved following advice of @Graham_A Many thanks.  For others with similar issues, what was required was to enable outgoing server authorisation, and to use email and password.  No additional app password required.  

[goslow]

Glad to hear you can send/receive messages now using the ntlworld email address.

Email accounts from virginmedia, ntlworld, virgin.net and blueyonder can all operate on the VM email system. In order to do so, however, each email address must be associated with a current VM broadband account.

You may already have done this above, but have you checked (using the the primary 'My Virgin Media' login for your mother's broadband account) that the problematic ntlworld email address is listed as a secondary email account associated with her current broadband account?

I don't have VM email access any more but I think the route (from within the primary 'My Virgin Media' login for her broadband) is

account settings>account details> bottom of page under my other VM accounts

(lifted from another topic) and confirm the ntlworld account is there as a secondary account.