outlook express

[davetheone]

Help appreciated, basically have just moved house and had my virgin media services set up no problems EXCEPT my wife`s email account no longer downloads mail to her inbox { outlook express} when she clicks on send/receive no error messages appear but always says no new messages, however when logging into webmail there are new messages. I have now phoned VM 3 times about this- they get me to delete and reinput her details into OE no result . Any ideas please?
many thanks
David

[Toto]

Moving house shouldn't make a difference, what domain is the email address hosted on?

[davetheone]

Originally Posted by Toto

Moving house shouldn't make a difference, what domain is the email address hosted on?

Hello it`s ntlworld

[Peter_]

Originally Posted by davetheone

Hello it`s ntlworld

Have you had a Move and Transfer of your email address from your old property to the new one as the mailboxes are attached to the property not yourself, if this has not been done then your email address in Webmail will shortly stop working.

When you move to a new address you are issued a new email address which will be by default a @virginmedia.com address, so you will need to call technical support in order for them to do a Move and Transfer which basically grafts your old email address onto your new address and deletes the new one.

[davetheone]

Originally Posted by Masque

Have you had a Move and Transfer of your email address from your old property to the new one as the mailboxes are attached to the property not yourself, if this has not been done then your email address in Webmail will shortly stop working.

When you move to a new address you are issued a new email address which will be by default a @virginmedia.com address, so you will need to call technical support in order for them to do a Move and Transfer which basically grafts your old email address onto your new address and deletes the new one.

Aha Ok many thanks

[Peter_]

Originally Posted by davetheone

Aha Ok many thanks

You might be best to call up on Monday just after 0800 to get a UK agent.

[Andrewcrawford23]

Originally Posted by davetheone

Aha Ok many thanks

it also carries 3-5 working day fix for them to disable the new @virginmedia account jsut giving you the heads up, general it normal fix it iwhtin 1-2 working days but they can take up to 5, ask for the IT ticker number so if oyu have to phone up again oyu can give them that and they can get detaisl for oyu

[Peter_]

Originally Posted by Andrewcrawford23

it also carries 3-5 working day fix for them to disable the new @virginmedia account jsut giving you the heads up, general it normal fix it iwhtin 1-2 working days but they can take up to 5, ask for the IT ticker number so if oyu have to phone up again oyu can give them that and they can get detaisl for oyu

What are you on about!

If the OP just requires a simple move and transfer it can be done in less than 5 minutes on the phone.

The scenario you are talking about only happens in a failed move and transfer which the OP has not even mentioned as yet, so quoting the IT SLA without knowing the actual issue is rather jumping the gun to say the least.

[Andrewcrawford23]

Originally Posted by Masque

What are you on about!

If the OP just requires a simple move and transfer it can be done in less than 5 minutes on the phone.

The scenario you are talking about only happens in a failed move and transfer which the OP has not even mentioned as yet, so quoting the IT SLA without knowing the actual issue is rather jumping the gun to say the least.

it techincally takes 24 hours as there always a default virginmedia one there and it takes up to 34 horus for the script to run. but as yoru aware all moves are WG and if they activate over the internet it gets them to create @virignmedia address and in that case it will have the SLA attached to it but generally it does fairly quick in my experaince

[Peter_]

Originally Posted by Andrewcrawford23

it techincally takes 24 hours as there always a default virginmedia one there and it takes up to 34 horus for the script to run. but as yoru aware all moves are WG and if they activate over the internet it gets them to create @virignmedia address and in that case it will have the SLA attached to it but generally it does fairly quick in my experaince

We do not quote SLA's if the is no issue mentioned as it may prevent them from calling in and actually getting it sorted.

It also depends who they actually spoke to anyway and the advice given, if it cannot be done by the agent they will then raise to IT after first getting it approved by 2nd line who will open a ticket from which we give the ticket number.

You leapt ahead to worst case scenario hence my post above.

[Andrewcrawford23]

Originally Posted by Masque

We do not quote SLA's if the is no issue mentioned as it may prevent them from calling in and actually getting it sorted.

It also depends who they actually spoke to anyway and the advice given, if it cannot be done by the agent they will then raise to IT after first getting it approved by 2nd line who will open a ticket from which we give the ticket number.

You leapt ahead to worst case scenario hence my post above.

True i did im just taht type of person always look at the worse case sceranio certianyl wasnt trying to put them off ringing just trying to make the agent that deals with it life bit easiuer its easier pill to swallow if oyu know in advance compared ot jsut getitng told that

But you are right i shouldnt have said worse case sceranio

[Peter_]

Originally Posted by Andrewcrawford23

True i did im just taht type of person always look at the worse case sceranio certianyl wasnt trying to put them off ringing just trying to make the agent that deals with it life bit easiuer its easier pill to swallow if oyu know in advance compared ot jsut getitng told that

But you are right i shouldnt have said worse case sceranio

I did find it funny as neither of us knew who they had spoken to or what they were told.