Hi, I'll be happy to help with this
Just want to check that these steps have been followed?
1. Ensure your iPad is connected to the internet, preferably via a good wireless connection.
2. Open > Settings > Mail, Contacts, Calendars and click “Add Account…”
3. From the list of Email suppliers choose “Microsoft Exchange”
4. Input your Email address, leave Domain blank, then your username and password. Your username is XXXXX XXXXX address and your password XXXXX XXXXX one you use with webmail, see screenshot below. I set the Description to NTLworldExchange to make it easy to identify but this is up to you, then press “Next”.
5. You may get a certificate error, if so just click “continue” to get to the next window.
6. On the next Exchange window leave all the details carried over from the previous window and add into Server: m.google.com Then press “Next”, See below screen shot:
7. Finally choose to turn off contacts and calendars if you use them with another email account and click “Save”.
8. Now you can go into your Mail Client and your account will be good to go!
Hopefully those screenshots etc have come through
If not - the steps and screenshots are all here
the first window only asks for email , password XXXXX description in step 4 what should I do
that's ok - just enter the e-mail address, your password XXXXX a general description
such as NTL
I pressed next in step 4 and get a window asking for all that you have stated but in addition `server`, what do I put in server
server should be m.google.com
instead of certificate error the following appears ` cannot create account an identical exchange account already exists`
ah ok - you might need to go into Settings-->Mail
and remove the accounts already setup
I have deleted the accounts and am now repeating the steps you detail above, will come back in a moment
thanks - no problem
I have set up the account so far as before and pressed next. A certificate error did not appear but the following window did: Mail, Contacts, Calendars (with sliding switches for each)
ok - depending on whether you want to sync Contacts & Calendars you can turn them off
as long as Mail is turned on that is the most usual NTL configuration
and then click Save
I've done that and it says account added. When I go into the email, there are only Inbox and VIP in the Mailboxes list whereas with my earlier set up there were about 10 different folders in the list. The inbox is completely blank and it shows 'Checking for Mail....' My daughter has just sent me an email which has not arrived.
ok - if we leave it at checking for e-mail for a few minutes and see if any error comes up
has anything come up?
No, just the same ' che
cking for Mail
ok - bizarre that it seems to authenticate and then do nothing else
can you go back to Settings-->Mail and remove the account again?
ok - let's try these settings
2. Open the Settings app on your device
3. Tap Mail, Contacts, Calendars
4. Tap Add account...
5. Tap Other.
6. Tap Add Mail Account.
7. Enter your:
8. Tap Next
9. On the New Account screen, make sure IMAP is selected
10. Enter the following details in the Incoming Mail Server section:
11. Enter the following details in the Outgoing Mail Server section:
12. Tap Next
and see whether the account verifies successfully
Carried out steps 1-8 and then have message Cannot Connect Using SSL. Do you want to try setting up the acount without SSL?
yes, continue without SSL
Still verifying in order to move on to action point 9..
Still 'verifying..'; about 10 minutes now?
ok - sounds like we need to try amending the ports now
are you able to amend the configuration?
we need to amend the incoming server options with these settings
OK. How do I get to these settings?
are you able to cancel the current operation?
I don't think so.
Yes, I've cancelled it. Where do I find the incoming server options?
ok, if you go back into Settings--Mail
you should see the account we just added
if you select it there should be a section for incoming server?
There is no account there I guess because we didn't complete the procedure.
ok, if you choose to add an account account again
choose Other as the type and then enter your name, e-mail address and password
then press Next and let me know what screen appears
It says 'Cannot Connect Using SSL Do you want to try setting up the account without SSL?'
ok - choose No
OK. Now I see the incoming/outcoing options..
and there is the IMAP or POP option
ok - so make sure IMAP is selected
and for incoming server
hostname is imap.virginmedia.com
then your usual e-mail address and password
outgoing is smtp.virginmedia.com
with normal e-mail address and password
then hit Next
I'm expecting it to fail at some point
I'll let you know as soon as there is any change.
but hopefully giving the option of saving the account anyway
as then we can amend the advanced options
It has just come through with 'Cannot Connect using SSL. Do you want to try setting up the account without SSL?'
ok - if you choose No
can you then Save
No, just Cancel or Next
ok, if you hit Next what options come up
This account may not be able to send or receive emails. Are you sure you want to save? Then, either Edit or Save.
ok - click Save
and it should appear in the list of accounts
OK. Now have IMAP window with Mail and Notes 'on' via the sliding switches. Options to Cancel or Save.
ok, click Save
Account has been added
ok, if you select the account
you should have a heading IMAP
with the account after which you can then select?
Yes and it has the Advanced option now
ok, click advanced
and let me know what the settings are
IMAP Account Information - is complete.
Incoming Mail Server - section is complete. Under Outgoing Mail Server there is a SMTP option which can be opened and the Advanced option which can also be opened.
ok - what port is specified on the IMAP server?
Will I find that under the SMTP option or Advanced?
ok, with SSL on
yes it is
if you go back to the account
and then choose Advanced
sorry - choose SMTP rather than Advanced
what port is set for the SSL server
587 and ssl is on
ok, can you change the 587 to 465
OK, and then press Done?
then try going into mail again....
I have the list of all the 'mailboxes' now but there is nothing in the inbox and says Checking for Mail.... I think there are messages that should be coming through.
ok - so with the list of folders that implies there is some form of connection and access
are you able to send an e-mail from the iPad?
I've sent a test email which has not come through.
Sorry, just noticed your query re. sending from ipad. I've sent one but it has not arrived on the laptop email.
and the message sent from ipad is not shown in the Sent mailbox
ok - very strange
I might need to come back to you with further suggestions later if that is ok?
OK, thank you. Please will you let me know if you decide to abandon the task.
Of course - will go and play with some other iPads later this afternoon (am also in UK)
so will let you know how I get on with those
Hi. I'm here.
Hi - just been looking at this for a while
seems to work fine for some account and others take a lot of prompting
is the situation still the same with folders displaying but no mails coming in?
Yes. Still empty inbox and says 'Checking for Mail'
hmmm - as far as I can tell these are the settings we've configured?
the next step could be to try setting up the account as POP rather than IMAP and see if that works ok
Do you want me to click on this link?
OK. Shall we try that?
yes - let's give that a whirl
do you want to remove the account again from Settings-->Mail
so let's add an account again :)
and this time we'll choose POP
rather than IMAP
OK, I've filled in Name, Email, Password XXXXX Description. Click Next?
Verifying and now says 'Cannot Connect Using SSL....ec.' Try without SSL? Yes/no
Verifying and I'll let you know when that changes.
anything at all?
The SMTP servver is not responding. Check your network connection and that you entered the correct info...Click OK?
yes, click Ok
Right, back to the windwo with incoming and outgoing mail servers
ok, and then alter the imap prefix to pop and then save? Keeping the smpt detail?
pop server should be pop3.ntlworld.com
SMTP should be smtp.ntlworld.com
I've done the pop3 and checked the smtp settings and done Save. Haven't access SSL enablement or port yet
so if it's saved, it should appear as an account in Settings-->Mail now?
Well, it's verifying again and then I guess I will need to look at SSL and port settings.
Says cannot connect usiing SSL. Try setting up without SSL? I think I need to say No so that I get the advanced option. Right?
I'm in the advanced settings: SSL on, port 465, what do I put for Password?
Password XXXXX be set to Password
Cool. Just Verifying again!
The POP server is not responding. Check your network connection etc. Press OK?
yes, press ok
Blank inbox and in the mailboxes list, only Inbox and VIP appear.
can you go back to Settings-->Mail
and we'll try amending the servers to virginmedia
so incoming should be
ok, so change the pop3 suffix and smtp suffix to virginmedia?
yes, change them both to virginmedia.com
rather than ntlworld.com
Sorry, Steve. Same outcome.
ok - well, if the folders display that is showing some form of connection
just baffling why there are no contents
trying to think of where the issue could be
I know, it's very frustrating.
I should have asked earlier - is the iPad connected via Wireless or a mobile network?
ok, does it also have 3G?
just wondering if any difference when connecting that way if it is an option
can we just sanity check the incoming server settings again?
hostname is pop3.virginmedia.com
and port is 995?
No, port - for smtp that is - is 465.
ok, we should be able to check the POP server port as well
In the advanced settings re. incoming messages the server port is also 465. My mistake?
I doubt it - so many ports and configs flying around
can you change that to 995
ok - let's see if that has made any difference....
No, no difference. When I go into the SMTP Outgoing Mail Server smtp.virginmedia.com is on as Primary Server and under Other SMTP Servers. I don't seem able to close the latter which I think I put on earlier in case it helped.
thanks - not too worried about the outgoing servers at the moment as need to get incoming working first
am baffled that none of the settings work at moment
if you login to the webmail interface everything is working perfectly there?
I went into my email account through the virginmedia.com website earlier and yes, it was all operational.
ok, and other devices are connecting fine to the account?
yes, I have my email up and running on my laptop
ok - is that a Mac or PC laptop?
thanks - is the e-mail configured in Outlook?
ok - we can check the settings there to see if we've missed anything
what version of Outlook is it?
ok - if you go to Tools-->Email accounts in Outlook 2003
and then choose 'View or Change existing e-mail accounts'
ok - so what are the incoming and outgoing servers listed as
ok - if you click on Advanced
is there a Servers tab which shows port settings etc?
incoming server 110 outoing server 25
can you amend the iPad to mirror those settings?
I'm changing the port numbers and do you want me to go back to the smtp.ntlworld.com and likewise for pop?
also, you will need to disable SSL
on each one
ok, i'll do all that; verification will no doubt be required, and i'll get back to you when completed
ok no problem
am going to grab a cuppa
It seems to be just the same. I have replicated the laptop settings except for the pop3 which you told me to put and on the laptop it is just pop.
ok - can you amend the iPad to pop.ntlworld.com
Same: only Inbox and VIP in list of mailboxes; inbox empty and 'Checking for Mail...'
is iCloud mail enabled on the iPad?
I've just gone in to iCloud in settings. Contacts, Reminders and Safari and Find my iPad are 'ON'; Mail and Calendars and Notes are OFF! Significant?
It says iCloud Backup is off.
ok - if you go to Settings-->iCloud
is there a mail option listed?
yes, it says OFF
ok - so that's not causing any issues
So, we want that OFF?
yes, that should be OFF
can we try restarting the iPad, by holding down the Sleep/Wake button for a few seconds until it gives you the power off prompt?
ok, I've shut down. Restart?
It's back on.
ok - any change in Mail?
Still empty inbox but says Updated 30/12/2012 211;02 at the bottom of the listing and when I pull that down to have it check for mail it does so briefly and then goes back to the updated words. Before, it was always checking for mail.
ok - can you send an e-mail to yourself from the laptop?
Sent myself a test message from laptop email. It arrived in laptop inbox but not on iPad.
ok - just want to double check something
can you close down the inbox on the laptop
and try and send yourself an e-mail directly on the iPad?
you mean close email on laptop?
It went and it was delivered on my iPad!
ok - progress!
Yes, and I've just checked my laptop email and it was also delivered there albeit to junk mail.
now try sending one from the laptop again
It arrived on the laptop, not on iPad.
I'm guessing this is due to the issue with POP
as in it's designed for one system mainly
but there are some changes which can make the mails appear on both
excellent. that's what i'm after
to achieve this, the username in both the e-mail on the laptop and the iPad would need to be amended
the username should be changed to
on both devices
and then they should both receive the items
so I need to do that on incoming and outgoing on both?
the details are here
I can't see the colon : on the iPad
interesting oversight from Apple
you need to go into an app which allows access to the full keyboard
and then you can type recent:
and copy it
before pasting into the settings
all done; went into mail - says Cannot Get Mail. the user name or password XXXXX 'Ntlworld' is incorrect. Choice of Settings or OK
ok - am wondering whether Virgin only support that for virginmedia addresses
in which case we can try and set the iPad up to use imap.ntlworld.com as the incoming server
and that should work correctly....
My laptop email is asking me to Enter Network Password XXXXX In the meantime, I'll go into settings and choose IMAP
I see I do not have IMAP to choose. Do I need to delete this account and start all over?!
yes, I think unfortunately that will be required to switch the mode
I'm starting a new account having deleted the other. Can I put my usual password?
yes, usual password
set up without ssl?
The SMTP server 'smtp.ntlworld.com' is not responding. Check your network connection and that you entered the correct information in the 'OUtgoing Mail Server' field. I am pressing OK.
Right, now i'm in the IMAP section.
so IMAP should be imap.ntlworld.com
and port 993
and port 465
and what about the incoming user name? recent:user?
that can be the standard username
no need for recent: if we can get IMAP working
so while this is verifying should i change my laptop details back from recent:?
no, if the laptop is still sending and receiving ok that can be left with recent
no, my laptop is not receiving. It keeps demanding Enter Network Password XXXXX when I put the usual password XXXXX is not effective.
ok, change that back to the normal username then
Now, Cannot Connect Using SSL. Do you want to try setting up the account without SSL? Didn't we say yes just before this verification?
So do I need to put 'no' this time? and then that will give me the option to enable it?
I would, put no
and then we can go back and enable later
I just finished setting up the account and when I went to my 'desktop' the Mail icon indicated 29 messages! However, when I opened it, the messages are all in the inbox but there is a little window: Cannot Get Mail. The user name or password for 'Ntlworld' is incorrect. I can choose Settings or OK.
so if you hit settings and just confirm the username/password
I've done that. Sent test message from laptop - received on both machines. Trying to send one from iPad but it says Cannot Send Mail. The connection to the outgoing server 'smtp.ntlworld.com' failed. Additional Outgoing Mail Servers can be configured in Settings.Mail, Contacts, Calendars.
so what are the outgoing settings set to on the iPad?
Primary server: host name smtp.ntlworld.com; username - my email address; password XXXXX my password; SSL on, authentication Password XXXXX; server port 465
ok, can you try turning off SSL and putting the port as 25
and then see if you can send?
No it won't send
ok - but still receiving ok?
yes, receiving fine
ok - can we try the powering off and on again trick
and see if it is then able to send....
No, it just won't send.
did we get it to send earlier from the iPad?
trying to remember and reading through the notes
yes, it think i sent one from ipad that was received by ipad but maybe not the laptop?
yes, remember now
that was with smtp.ntlworld.com
as the outgoing server
and SSL disabled
Yes, at 09.07. And these are the setting we have now for outgoing server.
and it's now refusing to send with those...
Yes. I see that for incoming we have used your port 993 but for the outgoing we have port 25 which we got from my laptop.
what is authentication set to for the outgoing?
It just has Password XXXXX on the second 'page' Password XXXXX XXXXX
ok - what other options does it offer
Apple Token, MD5 Challenge-Response, NTLM, HTTP MD5 Digest
will have to think more deeply still I think
will see what else I can work out for the outgoing suddenly not working
shall we catch up in morning?
Yes. Thanks. Will switch on at about 08.00.
ok - sounds good
should be on there or thereabouts