Email has stopped working. - Page 2

ntlstar · 08-07-2010, 15:30

Quote:

Originally Posted by BenMcr

What you describe are what are called 'Orphaned Accounts'. Due to some records issues, some e-mail addresses have become disconnected from any billing or broadband account.
They still work, but there is no way to identify who the e-mail address belongs to. However once the owner can provide details as to which account the e-mail address should be attached to, then Virgin can do so within the 5 days.

BenMcr you make it sound so straightforward..... and I wish it were so straightforward.

Unfortunately it doesn't seem so clear to your colleagues either at Customer Services who don't have a clue, and keep moving me around in circles.

So if I do have an "Orphaned accounts" out their in the ether.

And I have an active broadband account.

What is the process to reunite my "Orphaned accounts" with my active broadband account?

Thanks

BenMcr · 08-07-2010, 15:36

Phone Technical Support, give them details of your e-mail address along with the password that worked and get them to raise an IT to request to attach it to your active broadband account

ntlstar · 08-07-2010, 15:53

Ok Thanks
I have finally managed to get through to someone who actually wanted to help rather then passing the parcel.
Was told that a form would be filled out to run a utility etc
and I was to ring back 5-6 working days to confirm that it had worked.

It appears that the specific dept that she went through to which knew what was going on was the
"2nd line team"

Hopefully it will work but I'm not that hopeful.

ntlhell it was callled back in the day.... somethings don't change

andy_smed · 08-07-2010, 16:46

This is what I did to get this solved,
I had two ntlworld.com accounts which were working great until Yesterday. No problems on Outlook 2007. Tried to open outlook and kept asking for username and password.

In the end I went to my virgin media and created two new email addresses name@virginmedia.com

Then logged into the ntlworld.com accounts then changed email settings and set them to forward all emails to the new virginmedia address

Went back into outlook 2007 and set the accounts back up again as per carmad's email changing the @ntlworld part for @virginmedia and it is all working fine now.

Seems a bit stupid to have to do this but at least I am not going to loose any emails. Hate webmail.

BenMcr · 08-07-2010, 16:56

If your e-mail addresses are not attached to an account they will stop working before the end of the year as part of the migration changes.

Any forwarding of e-mail is temporary solution.

andy_smed · 08-07-2010, 17:11

I have to admit, I am not too bothered about that. It gives me some time to inform people of my new email address and will continue to send me my ntlworld emails for the time being. Not a great solution, but at least it works.

I have had my ntlworld email address for ages, so I really dont see how they suddenly see it as being redundant or how it has become seperate from my account. I can assure you it was nothing I did, which means that virgin have cocked it up.

Andy

ntlstar · 08-07-2010, 17:50

Thanks for the info
andy_smed

The difference I have is that I am not able to login to webmail and sending a tester e-mail to my non-working
e-mail address (from another e-mail address) leads to a
Delivery failure notification
indicating that my account is disabled, so it appears my issue is slightly worse then yours.

But strangely I am still able to send e-mails! BenMcr how do you figure that then?

Quote:

Originally Posted by BenMcr

If your e-mail addresses are not attached to an account they will stop working before the end of the year as part of the migration changes.

Well thanks for mentioning that. ntlhell indeed

Appreciate all the help BenMcr, but having an ntlworld.com e-mail over these years has been nothing but a pain! Makes me wish I had just stuck with Yahoo! or Hotmail.

Soundlab · 08-07-2010, 21:40

I'm getting similar problems to those previously mentioned Have set my Windows Live Mail up exactly as suggested on the help website and Live Mail keeps informing me that my username / password is incorrect.

If I log in via webmail then I can get to my emails, but Live Mail will not recognise my account at all.

REALLY frustrating.

I've got a new mobile this week and want to set my email up on there too (like I had on my previous mobile) but until I get my Live Mail working I'm not going to try setting this up.

Thanks in advance for any help offered.

ntlstar · 08-07-2010, 21:58

Quote:

Originally Posted by Soundlab

Have set my Windows Live Mail up exactly as suggested on the help website

Soundlab, glad to here that this thread helped you.

But the issue that I am experiencing and that
arthurbest
is experiencing are very specific to
@ntlworld.com
e-mails disappearing all together

and to the extent of not being able to download in POP clients for
andy_smed

Will keep this posted with my experience.

Hope its as simple as BenMcr says it is to bring back "Orphaned accounts" back into the fold, perhaps they have gone feral by the time I get them back!

BenMcr · 08-07-2010, 22:10

Quote:

Originally Posted by ntlstar

But strangely I am still able to send e-mails! BenMcr how do you figure that then?.

Because smtp.ntlworld.com only checks that you are on the Virgin Media network (and possibly that your from address is @ntlworld.com). It doesn't yet check that you are actually an active e-mail customer as far as I'm aware, although this coming.

Soundlab · 08-07-2010, 22:18

Quote:

Originally Posted by ntlstar

Soundlab, glad to here that this thread helped you.

But the issue that I am experiencing and that
arthurbest
is experiencing are very specific to
@ntlworld.com
e-mails disappearing all together

and to the extent of not being able to download in POP clients for
andy_smed

Will keep this posted with my experience.

Hope its as simple as BenMcr says it is to bring back "Orphaned accounts" back into the fold, perhaps they have gone feral by the time I get them back!

That's the problem - I've set my Windows Live Mail up exactly as suggested on the help pages and it still doesn't work - I'm still getting "password" errors - even though the same password lets me log on to webmail.

I also have an @ntlworld.com account - which I've had for over 10 years (and don't particularly want to lose).

ntlstar · 08-07-2010, 22:32

Quote:

Originally Posted by BenMcr

Because smtp.ntlworld.com only checks that you are on the Virgin Media network (and possibly that your from address is @ntlworld.com). It doesn't yet check that you are actually an active e-mail customer as far as I'm aware, although this coming.

Thanks for that BenMcr.

Quote:

Originally Posted by Soundlab

I also have an @ntlworld.com account - which I've had for over 10 years (and don't particularly want to lose).

Soundlab the best thing to do is to hope and pray that the link to an active broadband connection is not lost cause it is if you'll only be left with fond memories and tentative hope that after five working days of a
Missing Report
being filled, the orphan will be back.

Soundlab · 15-07-2010, 17:23

Bit of an update. Phoned up on Sunday to request that the orphaned email address be attached to my account. Supplied email address, account details, etc and agreed that my password could be reset to an agreed replacement. Was told to give it 3 to 5 days.

In the meantime, I've been accessing my emails on that account via webmail - using the old password.

TODAY, I can STILL access via Webmail using my OLD password, but I can get the emails down into Windows Live Mail using the NEW password. However, the NEW password isn't recognised by Webmail.

I then tried a password reset...to do this you provide details from your latest bill and that informs you of what your email account is and offers you a chance to change the password. In this case it STILL did not show my NTLWORLD email address as being attached to the account - instead it showed my alternative NTLWORLD email address.

So I'm now in a complete mess with this.

When I receive emails via Windows Live Mail using the new password it still leaves them on the server (even though I've ticked the option to remove from server).

I've got a horrible feeling this is going to all go t**s-up !

BenMcr · 15-07-2010, 23:17

Which webmail address are you using? mail.ntlworld.com or webmail.ntlworld.com

Because what happens during migration is that the account is actually on both systems until it can be confirmed it's been migrated ok.

For your account Virgin have no password control of the e-mail address on the old platform as it's not correctly attached to the account, so they can't change it.

At a guess what is likely they are doing is recreating the e-mail address on the new platform with the new password agreed.

Once they confirm it's all attached correctly they will switch off the address on the old system and at that point you won't be able to use the old password anymore

HRDTRiumph · 19-07-2010, 08:17

I have had the same problem with accessing the pop3 and smtp servers......Virgin told me on 9th July that they would re-establish my email address which I have had since 2001.....three days was indicated. On 16th July I was told that it would take a little longer........no progress so far!!!!

Vic