ntlworld.com email not working

[KB510]

My ntlworld.com email that I've had for years is now not working...approx a week.

I use this email for private and business email and have a lot of saved important emails.

I desperately need it back if anyone can help?

This keeps coming up (below)...myself and my Wife have tried to do what they've instructed us to do but it's not working and we're just going round in circles.

Thanks in advance

Alan

Your Virgin Media Mail account is currently unavailable

This is either because your Virgin Media Mail account is locked, or because you don’t have an active account with us anymore.

If you have an existing Virgin Media Mail account with us, please follow the steps below, as your account may have been locked as a security precaution.

[David_Bn]

Thanks for reaching out to us @KB510, and I'm sorry to hear of the issues you've been experiencing with the web mail services we supply to our customers.

Can you please confirm if this is still ongoing, or is this has since been resolved?

If this is still ongoing, please clear the cache on the browser you're using or try using an alternative browser to see if the fault continues to effect your ability to view the inbox

Thanks,

David_Bn 

[KB510]

Hi David, thanks for the reply. This issue is still ongoing. Have also tried on my Wife's laptop but same result. 

Thanks Alan

[John_GS]

Good afternoon @KB510 / Alan and thanks for coming back to us.

For a locked email could you please do the following; 

• Run malware scans on all devices
• Have the account holder sign into the online account
• When signed into the online account, go to 'account settings'
• General new app password
• Leave it 20 mins, this should unlock mailbox.

[KB510]

Hi John, 

Thanks for the reply much appreciated

Will try all that but not all that tech savvy....my Wife is trying to help me

Hope this all works as really desperate as have very important emails saved and current ones to answer.

Thanks

Alan

[FlockWallpaper]

The most important thing to ascertain before anything else is this - are you a current VM broadband customer? If yes have you always been since setting up the email address - no break in service?

And I really can’t believe that it’s gone two days and nobody has thought to ask you this question!

[KB510]

Thanks for reply. Hi yes we are a VM broadband customer and we've never had a break in service. Have just tried everything John suggested but still doesn't work. As soon as we try to verify the email address it keeps coming up we haven't verified it but it won't allow us to verify it. Really confusing and we've been at this over 2 hours this afternoon just going round in circles which is very frustrating. Thanks Alan

[arthurjack]

Having the same problem. Been with Virgin broadband, tv and phone for years. My wife is secondary NTL email and was fine until I discovered yesterday - because she didn’t get an email sent to both of us - that here was a problem. 

[arthurjack]

Sorry replying to myself, but wanted to add. When the email didn’t work my wife got the message your account has no password go to settings - on her iPad. However not only does the account have a password it’s been the same one for ages. After numerous different tries I did manage to get on with her email but received the same message as previous writer - your account is unavailable etc etc. been trying various combinations for most of the day, but no luck.

[KB510]

Hi arthurjack...thanks for the comment. I've still had no luck getting access. Really worrying as I have so many important emails I need access to. Hopefully someone can finally help and good luck to yourself as well. Thanks