email sync problems

[NDM28]

Every day I get a message saying 'It looks like we don't have permission to get email ... for my ntlworld account' I really don't know how to sort it. I'm running Windows 11 home edition which is up to date

[jpeg1]

Are you using an email app on that PC, or a browser to access webmail?  Can you try both? 

[Ashleigh_C]

Hi there @NDM28 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you are facing this issue with your email and a big thank you to jpeg1 for their help and guidance here so far, are you able to confirm whether this is happening on both web and client mail as they have asked? 

Can I also ask is this email connected to a current and active broadband account with us? 

[NDM28]

Sorry jpeg1 for the late reply, I've been pretty ill since my post.  I'm not sure, email app I think. I'm really not good with computers, so unsure. Thank you for your help though 🙂

[NDM28]

Hi Ashleigh

Yes we have a current active broadband account with you. I'm not sure if the two issues are connected but we cannot send email using the ntlworld account but can receive it fine. I don't really understand the web or client question I'm afraid. I'd love to get to the bottom of this and have working email again.

[Kath_P]

Hi NDM28, 

Thanks for coming back to us on this one and for expanding on things too. 

As you're trying via a mail client, we need to see how things are when using webmail direct. Please log in to My VM here. Once logged in, scroll down to the bottom and click on Virgin Media Mail. Click here and it should redirect you to your mailbox. 

If an error page comes up, please let us know what you're seeing. If your mail account shows, can you try sending a mail here and letting us know if you get an error or whether the mail sends successfully?

Keep us posted. 

Thanks,