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ntlworld email stopped working

Steasby
Joining in

For the past two weeks my ntlworld email account has stopped working......i have changed nothing in my outlook settings and i keep getting prompted for username and password to be re-entered when they are already saved in setup.  Are VM decommissioning legacy addresses ?  

I have had this address for way over 20 years and use it for some business purposes & would cause me a lot of hassle if people can note email this account.

Has anyone else had a similar problem ?  how can I get it working again

Thanks in advance !!!

13 REPLIES 13

Graham_A
Very Insightful Person
Very Insightful Person

What, if any, error message do you get when trying to access the email account concerned using VM Webmail?  https://mail.virginmedia.com/

You may need to change the password for the account if you get a message such as mailbox not available.

Each email address now has its own My VM account

Secondary accounts changes now have to be made via the My Virgin Media account for the secondary email.

Sign into the account here: https://www.virginmedia.com/my-virgin-media using the email address concerned and the current password. Once logged in click on Account Settings then Account details. You should now see the options to change password etc.

If that isn't available try https://www.virginmedia.com/my-virgin-media/forgotten-details/password

If no security answers have been set for the email address concerned then you will need to call in for support and select technical issues> email

VM have recently changed the log in requirements for accessing VM Mail via third party apps.

If you change the password for the account in My Virgin Media > Account settings > Account details you will not be able to use the new password to access the account via an email client. Email client access now requires an app specific password which can be generated in the MyVM > Account Settings > Account details > Mailbox App password management

________________________________
Graham

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media, I'm a VM customer. There are no guarantees that my advice will work. Please read the FAQs
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Steasby
Joining in

Thanks for the response Graham, i have tried all the above.  I can log in to my virgin media and see emails to a virginmedia.com email address......but no emails to my ntlworld email address are visible.  I have tried the same password in outlook and still no joy.  the error is 

Log onto incoming mail server (POP3): Your e-mail server rejected your login. Verify your user name and password for this account in Account Settings. The server responded: -ERR [AUTH] Authentication failed.

authentication is username and password

settings are 

pop.ntlworld.com

smtp.ntlworld.com

I have also tried changing these settings to virginmedia.com

Graham_A
Very Insightful Person
Very Insightful Person

If the ntlworld email address is not being recognised when you try to log into the My Virgin Media account using it then it may indicate that it is an orphaned email account that is in the process of being deleted by Virgin Media.

A member of the VM Forum Team staff should be able to check further when they reach this thread in a day or so.

________________________________
Graham

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media, I'm a VM customer. There are no guarantees that my advice will work. Please read the FAQs
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Hi @Steasby 

Thanks for posting and welcome to the community. Sorry to hear of the email issue.

As Graham has pointed out, there may not be anything we can do, however, we'll try.

I'll send you a PM now.

Best wishes.

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

GwenC
Joining in

Me too. Was told it was an apple issue spent an hour with a very knowledgeable apple technician and his conclusion is that ntlworld is not being recognised by the server, but the people who answer the phone and have no tech knowledge say there is nothing wrong

 

cannot connect to server as name and password is not recognised. Virginmail still works. Ntlworld is not being recognised by server

 

me too. Virgin is an utter disgrace

 

GwenC
Joining in

You won't as virgin are denying the issue.The people at the foreign call centre haven't got a clue and want to pass you on to a chargeable 3rd party tech. If I could get out of my contract I would cancel as virgin are unreliable to say the least. Ntlworld is down, is it permanent? who knows

GwenC
Joining in

Same here but have managed to access it via the main virginmedia webpage if you can get in and scroll down to e mail link  but damned inconvenient.