Outlook NTL Email - second identity problem.

sarah_2677 · 19-06-2006, 10:23

hello,

I use outlook express for my NTL email. I have an identity but I also have a second identity on outlook for my mum. It checks my emails fine but when she logs into hers it always says error at the bottom and it won't check for new emails etc. Can anyone help? Thanks

Chris W · 19-06-2006, 10:26

What is the error message? including the code?

Do you have the second identity on outlook, or outlook express?

sarah_2677 · 19-06-2006, 12:18

There isn't an error message, she just gets the error sign at the bottom right of the page and it constantly asks her to log in but it takes mutiple attempts before it will log her in.

Chris W · 19-06-2006, 12:22

if you double click the error symbol it will give you the detailed error message

also, outlook, or outlook express?

sarah_2677 · 05-07-2006, 19:22

This is the error message, although I know the password is correct so I don't know why it's being rejected:

There was a problem logging onto your mail server. Your Password was rejected. Account: 'pop.ntlworld.com', Server: 'pop.ntlworld.com', Protocol: POP3, Server Response: '-ERR invalid user name or password.', Port: 110, Secure(SSL): No, Server Error: 0x800CCC90, Error Number: 0x800CCC92

Aragorn · 05-07-2006, 19:43

You could try to verify the password using webmail

If the problem account is not the main NTL account, visit the 'manage email accounts' page and enter the main account details. Then you can see the password of additional email addresses.

HTH

sarah_2677 · 05-07-2006, 19:57

I've tried changing the password as you suggested and it still does the same thing even with a new password. Also on the webmail it is saying passowrd rejected.

---------- Post added at 19:57 ---------- Previous post was at 19:56 ----------

It will let me send emails.

mmm · 05-07-2006, 21:01

sending email doesn't need a password - you just need a machine connected via the ntl network.

I'm afraid you must have username or password wrong. As you say it is a second identity you can log in to the add email address option on ntlworld.com with the main account and check the username and password.

sarah_2677 · 10-07-2006, 11:50

Ok, I have managed to get into her account via the ntl webmail. The account name is correct and the password is correct. But it still won't let me send and receive mail via outlook express. Is there any other settings that could be causing a problem?

Aragorn · 10-07-2006, 12:19

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.

You could also try downloading Thunderbird (different email client) and seeing if that will allow access to the account.

sarah_2677 · 10-07-2006, 12:30

Hi,

I followed what you said and it said "ERR invalid username or password". It's correct though so I don't understand.

Aragorn · 10-07-2006, 13:54

At this point, the easiest thing might be to create a new email address for her and use the forwarding facility to send all mail to the new account. Not sure why the same user/pass works on webmail but not telnet/outlook.

Paul K · 10-07-2006, 14:17

Have you tried deleting the account in Outlook Express and then re-creating it?

Aragorn · 10-07-2006, 14:41

Quote:

Originally Posted by Paul

Have you tried deleting the account in Outlook Express and then re-creating it?

Sarah, Just spotted a flaw and a possible cause of the problem.

The user name example above shows 'sarahs.mum@ntlworld.com' - however, while that is the email address, NTL's servers use user names with only the first part of the email address. In this example the username would be just 'sarahs.mum'. And the command would be user sarahs.mum - I have just tried with my acct and confirmed that user my.acct@ntlworld.com gives the bad user/pass error!

Please retry the telnet commands again using the short username and if that works check the Outlook account settings.

Ignatius · 10-07-2006, 14:42

Are you using any non-standard characters in the password?

In practice, it's usually better to stick to a mix of upper, lower & numeric - if you're using alt-codes that messes up some systems - though i can't speak specifically about outlook/ntl