Email Access

chris9991 · 12-04-2008, 17:27

Hi

I've not been able to access my email, through outlook express all day, or the web mail, and having posted my details on the virginmedia newsgroups have been provided with a link which takes me to the Freedom homepage which says that Freedom has ended. Is this true for people who are on the VIP package? How can I access my emails?!?

BenMcr · 12-04-2008, 23:46

Nope ntl:freedom was for ntl ADSL customers. All freedom customers should have been migrated to Virgin.net by now

However the VIP bundle is part of the cable services so not connected. Don't know why they sent you the link

What problems are you having? What error messages?

chris9991 · 13-04-2008, 12:10

I can't access the mailbox. Having spoken to the support people on the phone, apparently my internet account was recorded as dial up. I've been on broadband for 3 or 4 years and now they've switched off the dial up side I can't access my emails. Was told that this problem could be rectified on the 14th. They then said they'd temporarily set up email and I had to call Customer Care.

When I rang customer care they couldn't understand why I'd been told to call them and told me to ring back internet support.
I might wait till the 14th till I call, though I hope I don't lose any messages

chris9991 · 14-04-2008, 18:43

I've now given the broadband support guys a call back. They suggested that I unplug the modem, though I couldn't see how that would work as surfing has been unaffected and I could get emails from non-Virgin emails addresses.

However they said they were going to have to send it to a higher level and get back to me. Does anybody know how long this could take? I get a few emails a day and I'd hate to miss any important ones.

whydoIneedatech · 14-04-2008, 22:47

Quote:

Originally Posted by chris9991

I've now given the broadband support guys a call back. They suggested that I unplug the modem, though I couldn't see how that would work as surfing has been unaffected and I could get emails from non-Virgin emails addresses.

However they said they were going to have to send it to a higher level and get back to me. Does anybody know how long this could take? I get a few emails a day and I'd hate to miss any important ones.

Did they book a 30 min timeslot with you for a 2nd line callback?

chris9991 · 15-04-2008, 19:21

I think I must have misunderstood them yesterday.

The info I was provided with today is that VM migrated some information during the weekend and it wasn't 100% successful. They said this should be rectified within the next day. I'll give them another call on Thursday.

it's just making me feel a bit mad at the mo.

chris9991 · 16-04-2008, 21:57

This is a really strange tale.

I have my email back and yet it doesn't seem logical.

Someone else today decided to help solve the problem and rang tech support. They said there was an issue with our router (I know they don't support independent routers) and told us to contact our router manufacturer, Netgear. The implication was it was the router causing the issue.

When I returned home I disconnected the router and went direct on the internet directly through the cable modem. This downloaded my emails. Since then I have put the router back in the loop and emails flowing. However, I also have a laptop on the network which still can't get the emails.

I imagine I'll have to hook it up directly to modem to get this to work. I suspect that my router is blocking a file from being installed on our computers from VM which stops us being allowed to access emails. Throughout this period I have had no problems downloading emails from other POPs.

I have probably been made a bit paranoid by the 'Phorm' issue, it just makes me wonder whats changed

whydoIneedatech · 16-04-2008, 23:13

Quote:

Originally Posted by chris9991

This is a really strange tale.

I have my email back and yet it doesn't seem logical.

Someone else today decided to help solve the problem and rang tech support. They said there was an issue with our router (I know they don't support independent routers) and told us to contact our router manufacturer, Netgear. The implication was it was the router causing the issue.

When I returned home I disconnected the router and went direct on the internet directly through the cable modem. This downloaded my emails. Since then I have put the router back in the loop and emails flowing. However, I also have a laptop on the network which still can't get the emails.

I imagine I'll have to hook it up directly to modem to get this to work. I suspect that my router is blocking a file from being installed on our computers from VM which stops us being allowed to access emails. Throughout this period I have had no problems downloading emails from other POPs.

I have probably been made a bit paranoid by the 'Phorm' issue, it just makes me wonder whats changed

You do know that if you receive your mail and open it on one machine then the other machine cannot receive previously downloaded emails.

chris9991 · 17-04-2008, 08:31

I know that - I was attempting to download emails from another user on our VM account.

whydoIneedatech · 17-04-2008, 18:12

Quote:

Originally Posted by chris9991

I know that - I was attempting to download emails from another user on our VM account.

I know I was stating the obvious, but you never know.

Ok if this is still happening have you rang Tech support about this problem?

chris9991 · 17-04-2008, 19:48

Cheers - I've called tech support a few times. Now I can access emails from one terminal on my network and on webmail, I'm not so eager to resolve this issue. Though I spent about an hour this pm hooking the laptop direct to the modem, I guess it needs to have VM installed correctly but the laptop is a pig to work with I easily lose patience