Cannot access email accounts

draig.goch · 21-04-2008, 21:44

Hi,

I cannot access either my primary mailbox or any of my secondary mailboxes since (approx) Friday. I have tried through both POP and Webmail. Anybody else seeing this?

Using my primary account email address and password I can still log into Customer Area/Broadband Extras but for email it is just returning account/password unknown errors.

Anybody else seeing this (i.e. is it a wider problem)

If not I suspect VirginMedia may have done some housekeeping and since I've had various dialup and broadband accounts over the last few years it's possible my email account has become dis-associated from my active account so they've interpreted it as unused?

Remind me, is there an email support address I can use for Swansea TSB? (I know I should know this since they all used to work for me, but that was a couple of years ago!) I'm working in California for the next 2 weeks so trying to contact via phone is not really an option.

Regards,

Draig

BenMcr · 21-04-2008, 23:56

Try this form on the website https://help2.virginmedia.com/assets...ailformCZ.html

It is more than likely housekeeping in preperation for the billing migration next week

draig.goch · 22-04-2008, 00:31

Thanks - I'll give that a go!

Draig

jiggling_john · 26-04-2008, 16:03

I've got the same problem - only I can access from online. My pop3 mail hasn't worked for about a week now, settings haven't been changed and passwords all work... tried creating a new profile to check that, same problem, it just times out. I'm collecting from outside the ntl/virgin network, have they blocked pop 3 mail like they did ftp access?!

Richy99 · 28-04-2008, 11:13

mine is downloading from a non VM connection so they havent blocked anything, what message does it give you when trying to download messages?

Dwayne Dibley · 29-04-2008, 21:46

Hello,

sorry for jumping on this thread; I'm having a similar problem in that I am not able to download messages.

I'm using OE6, and it downloads the same first 10 messages and then errors for the rest (currently 30 odd messages)

The error messages are all much the same.... here is the 1st

*****
Message number 11 could not be retrieved. Account: 'POP3', Server: 'POP3.blueyonder.co.uk', Protocol: POP3, Server Response: '', Port: 110, Secure(SSL): No, Server Error: 0x800CCC90, Error Number: 0x800420CD
*****

and here is another

*****
Message number 13 could not be retrieved. Account: 'POP3', Server: 'POP3.blueyonder.co.uk', Protocol: POP3, Server Response: 'Would you like to see what's shakin' with Crucial SSDs? Watch a demo =', Port: 110, Secure(SSL): No, Server Error: 0x800CCC90, Error Number: 0x800420CD
*****

I've tried deleting the messages from the Server by creating a 'Message Rule' but to no avail. I've also sent Virgin Media a message from their website, but as yet not had a response.

Whilst searching the web for an answer I was tempted to use "web2mail.com", but as I'd never heard of it before I decided against it.

Any guidance on
1) a resolution to my issue
and/ or
2) whether web2mail is safe

would be much appreciated.
Thanks very much.

cleshe · 30-04-2008, 11:13

web2mail has never given me any problems, I've used it for years.

Dwayne Dibley · 30-04-2008, 12:10

Quote:

Originally Posted by cleshe

web2mail has never given me any problems, I've used it for years.

Thanks cleshe, much appreciated. Will give it a whirl tonight.

Dwayne Dibley · 02-05-2008, 15:54

just thought I'd update here, in case anyone else has this issue....

(I'm gonna sound such a noob!!! here goes anyway ..... )

I received a mail from Virgin suggesting I log-in to my mail via the web (I didn't know I could do this!

) and delete any mail that may be causing me issues.

So went to virginmedia.com/customers and click on the email link. Signed in to my email account (email address and password required) and deleted the offending item (for info it was a mail from Crucial - the memory people).

This appears to have cleared the issue and my emails are downloading fine.

Hope this helps someone

Malc Evans · 10-05-2008, 16:09

I lost my connection on Monday 6th May, just before noon. We got in touch with Virgin Media the next day as the connection had not been restored and they fixed that. However, I have been unable to use my NTL email account since then. I have been promised a fix 'within 72 hours'...which did not happen. I've promised another fix 'within 24 hours', and this did not happen. I have been on the phone again today and the helpdesk rep offered to kindly delete my email address as I had a new temporary one.

Why doesn't the call centre know how to fix it? Why aren't they aware that servers/billing systems have been meddled with in the UK and that people are having issues?

Anyone else in the same boat?

How can I get this resolved?

It would be nice to talk to someone who's been involved with the billing upgrade!

Malc

Down the Pub · 10-05-2008, 16:45

Quote:

Originally Posted by Malc Evans

I lost my connection on Monday 6th May, just before noon. We got in touch with Virgin Media the next day as the connection had not been restored and they fixed that. However, I have been unable to use my NTL email account since then. I have been promised a fix 'within 72 hours'...which did not happen. I've promised another fix 'within 24 hours', and this did not happen. I have been on the phone again today and the helpdesk rep offered to kindly delete my email address as I had a new temporary one.

Why doesn't the call centre know how to fix it? Why aren't they aware that servers/billing systems have been meddled with in the UK and that people are having issues?

Anyone else in the same boat?

How can I get this resolved?

It would be nice to talk to someone who's been involved with the billing upgrade!

Malc

i have the same problem, for some reason my bb was disconnected about 4 weeks ago (i was away working at the time for a few weeks) although i could access webmail from somewhere else (only for a short while though). and this was the time while the migration of bb accounts to the main accounts was happening thus when i rung up i was told that "nothing could be done untill 5th may" which was taken with a pinch of salt as that was a B/H.

anyways it's taken them 4 days since tuesday to get my bb re-associated with my account (which cs-eastern division tried to make as a new 12 month agreement.....yeah right like i'm goning to agree to that) and my mail account seems to be non-existent , so like you i've been told to wait 72hrs for a fix which i doubt will happen.

i was promised calls back to sort things out (or at least a message to the same effect) and i've been waiting 4 weeks to be sorted. this is because i've spent most of this week in the hospital with my wife and new son, and what has really really royally ****ed me off is that i have loads of pictures and some video clips of my wife and baby that i want/need to send to friends and family. but cannot do this at all because of this almighty cock-up.

so wound up about this issue i've become that i have had to think seriously about weather i stay or go with regards to vm bb. i mean 4 weeks with no internet and what will be 5 weeks with no email at all (even trying to access my account from friends/work etc) would you have any confidence in them?

BenMcr · 10-05-2008, 16:55

Try this form https://help2.virginmedia.com/assets...ailformCZ.html. goes to Tech Support - Western Division

Down the Pub · 10-05-2008, 17:34

Quote:

Originally Posted by BenMcr

Try this form https://help2.virginmedia.com/assets...ailformCZ.html. goes to Tech Support - Western Division

well that was a good idea, try to submit and it says enter a valid email, i did even though it doesn't work. will try later

Malc Evans · 11-05-2008, 18:32

Last night I was promised a call back from a helpful supervisor. She called back but could resolve the issue, and promised to call back again. She didn't!

Today I had a brainwave...

I called the broadband help number and quoted the old broadband account number, and the new consolidated number to the guy at the call centre.

I don't know if this extra info helped, or if the guy knew what he was doing...but he fixed the problem! 450 emails downloaded to my Outlook folder and I'm back in business.

Hope this helps other people in a similar position!

Malc

whydoIneedatech · 11-05-2008, 20:28

Quote:

Originally Posted by Malc Evans

Last night I was promised a call back from a helpful supervisor. She called back but could resolve the issue, and promised to call back again. She didn't!

Today I had a brainwave...

I called the broadband help number and quoted the old broadband account number, and the new consolidated number to the guy at the call centre.

I don't know if this extra info helped, or if the guy knew what he was doing...but he fixed the problem! 450 emails downloaded to my Outlook folder and I'm back in business.

Hope this helps other people in a similar position!

Malc

Through your explanation of what had happened the Tech realised that your 2 accounts required a move and transfer to the one account which he did, and now you have a working email account once again.