Sarah, You could try changing her password (both in the NTL Manage Accounts page and in Outlook Exp), in case it has been corrupted somewhere.
I found a useful troubleshooting guide at Tiscali that I have edited for you:
Quote:
test your connection by following this procedure.- Click the Start button then RUN type in cmd on (Windows NT/2000/XP) or Command (Windows 95/98/ME). This will open a new command prompt window, with white text on a black screen.
- Type in the following exactly as it appears. You will not see what you are entering so take it slowly, and if you make a mistake, start again.
telnet pop.ntlworld.com 110 and then click the Enter key on your keyboard. You will then be connected to the email server.
- Type in USERfollowed by your email address e.g. USER sarahs.mum@ntlworld.com and then click the Enter key. You will then get a message +OK Please enter your pass, with the PASS command
- Type in PASS followed by your password e.g. PASS sarah0370 and click the Enter key. If it is correct, you will get an OK Well done message.
- If you can do this, you have connected to the NTL server and so the problem lies somewhere with Outlook Express.
- Close the 'black' window using the 'X' top right. Ignore the warning.
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You could also try downloading
Thunderbird (different email client) and seeing if that will allow access to the account.