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I followed your second set of instructions Aragorn and it worked so it's obviously an outlook express problem. I think I might have to make her a new account and see if that's any better. Thanks for your help.
Before you do that, go to OE and switch to her identity, select 'tools', 'Account settings'.
Select the NTLWorld account and lick 'properties. Select the 'Servers' tab.
The User name is below Incoming Mail Server. This should show just 'sarahs.mum' and NOT 'sarahs.mum@ntlworld.com'.
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