Cannot receive email

[newnhak]

Hi

I was referred here from another forum as they thought you may be able to help - I would be grateful for any ideas as I am really stuck now.

I have not been receiving emails since 2 Nov. I have rung Virgin tech support twice

Call 1 - they thought the prob was I had too many emails in my inbox (I am sure I didnt).
Call 2 - they thought I was using the wrong password (but I can send email just not receive amd the password I have used is the one in self care)

I have always used the same email address. Last week when I went to use Windows mail it wanted my user name and password. I couldn't remember this so I went onto the virgin site and using my account number I was able to log on and get my user name and reset my password.

I put that into windows mail but still no emails. If I send an email it is received ok and it says the sending email address is

xxxx@ntlworld.com (this is the email in my account settings and my usual email address)

But I cannot receive emails unless I send it to

username@ntlworld.com (I am guessing this is a default email address on my account?)

The problem is I have never used and dont want to use username@ntlworld.com.

I have always used the first address - and this is the one everyone has

Please help - I have no idea what to try next as tech support really dont seem to understand my issue

Thanks

K

[Peter_]

As long as you know your email address and password follow these instructions to setup Windows Mail, they may say Outlook Express but they are identical to set up.

http://www.virginmedia.com/help/emai...ed/oe6-ntl.php

Also ensure that the is nothing in your Windows Mail Account which means emptying the inbox, sent items, outbox, deleted emails and any folders you may be using as you only have 30Mb of space in your mailbox and all the above take up that valuable space.

Also check in your NTL webmail folders and clear every file out of there as well. http://webmail.ntlworld.com/

If you need to keep anything that you remove then save it as a word document or similar.

[newnhak]

Hi

I checked and rechecked the original settings against the screens on the virgin help page and I dont believe my set-up is at fault.

I have also set-up the account again using the instructions you posted.

however I still cannot receive email

[Peter_]

As for your mailbox being full you have 2gig of space unlike the old accounts which only have 30Mb, so unlikely to have filled the mailbox and 2nd line can check that for them if unsure.

Can you sign into webmail successfully https://identity.virginmedia.com/vm_...ltmplcache%3D2

[newnhak]

Hi

I can log on using

username@ntlworld.com

but not using

xxx@ntlworld.com

K

[Peter_]

Originally Posted by newnhak

Hi

I can log on using

username@ntlworld.com

but not using

xxx@ntlworld.com

K

Can you log into here and does it give you access to this on the left side of the screen

• Email addresses, usernames and passwords

Then are you listed as a the Primary account or the Secondary account.

[newnhak]

if I try to sign on using
xxxx@ntlworld.com

I get a yellow box that says - invalid email/password

If I sign on using
username@ntlworld.com

I get 'email adminsitration screen' where it asks me to create a new address. If I put the 'xxxx' email in it says it is already taken.

I can see nothing that tells me about primary or secondary addresses

---------- Post added at 13:08 ---------- Previous post was at 13:06 ----------

Also noticed this --

"My Web Pages

Your website address will be based on your primary mailbox name.

Currently your primary mailbox name of username is not suitable for this purpose. You must first rename your primary mailbox so that it consists only of letters and/or numbers. Once this is done you may then return to this page and continue with setting up your webspace.

Click on the link below to rename your primary mailbox"

[Peter_]

You need to callback and get them to confirm that your primary email address is listed correctly and for them to reset your password to a default one and then try logging in while still on the phone to see if you are getting the same issue still.

If they can see the same issue they will be able to raise it to 2nd line for a resolution.

[newnhak]

Hi

Which address should be my primary email address?

[Peter_]

Originally Posted by newnhak

Hi

Which address should be my primary email address?

When you first get your NTL email address you will have been given a username on the lines of ab123c4567 which you would have used to login to Selfcare where you would have given yourself an Alias to use instead on the lines of joesmith@ntlworld.com, this first email address on your account is your primary email address and has control over the account.

You need to know this so a call to Tech Supprt is probably required.

[newnhak]

Hi moldova

I have rung and they are going to escalate it to get the 'xxxx@ntlworld.com' email address migrated. They said to wait a week before trying it again.

I wasn't clear on whether it would just work from that point or it will need re-registering but I will give it a week and see

Thank you for putting me on the right track

K

[Peter_]

Originally Posted by newnhak

Hi moldova

I have rung and they are going to escalate it to get the 'xxxx@ntlworld.com' email address migrated. They said to wait a week before trying it again.

I wasn't clear on whether it would just work from that point or it will need re-registering but I will give it a week and see

Thank you for putting me on the right track

K

Sounds like you have an "orphaned" email address that they will need to get IT to resolve.