email not sincing

phil morgan 0 Reputation points
2026-10-04T18:58:07.4666667+00:00

My email is virginmedia.com which used to sync perfectly with my iphone and microsoft outlook on 2 laptops but suddenly no more. I'VE also just notice that the virgin media email is not getting updated when I move messages to folders in Outlook. Help please

Outlook | Outlook for mobile | Outlook for iOS | For home

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  1. Chloe-V 13,460 Reputation points Microsoft External Staff Moderator
    2026-10-05T02:50:06.5166667+00:00

    Hi @phil morgan

    Since the problem started immediately after the Virgin Media hub was replaced and affects both laptops and the iPhone, I would first check whether the new network connection is involved rather than changing the Outlook accounts.

    Please temporarily disconnect one device from the Virgin Media Wi-Fi and connect it to another network, such as an iPhone mobile hotspot or another Wi-Fi connection. Then check whether new messages arrive and whether moving a message between folders is reflected in Virgin Media webmail.

    • If synchronization works on the alternative network, the issue is likely related to the new hub or Virgin Media connection. In that case, restart the hub and contact Virgin Media to check its security, DNS, or email connection settings.
    • If synchronization still does not work on another network, sign in to Virgin Media webmail and move a test message there. If the change does not appear across devices, Virgin Media will need to check the mailbox or IMAP service.

    Because the same issue appeared on several devices at the same time, testing another network should help narrow this down before making changes to each Outlook installation.

    Please feel free to let me know if you have any further updates, thanks.

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  2. AI answer

    2026-10-04T18:58:22.66+00:00

    For a virginmedia.com account, the most likely cause is that the account is configured with the wrong account type or needs updated authentication.

    1. Check whether the account in Outlook is using POP or IMAP.
      • In classic Outlook, go to File > Account Settings > Account Settings.
      • If the account is using POP, folder changes and full mailbox sync can be inconsistent across devices.
      • If setup failed previously and Outlook could not find settings automatically, manual setup for third-party accounts is done as POP or IMAP.
    2. If the account password was changed recently, update it in Outlook.
      • Select the email account name in Outlook.
      • When prompted, select Continue and sign in with the new password.
    3. If the password is correct but Outlook asks for a special password, use an app password from the email provider instead of the normal password.
      • This applies when Outlook shows a message such as Please create an app password for Outlook on your email provider's site.
    4. Check whether Outlook is offline or disconnected.
      • In Outlook, look at the status bar at the bottom.
      • If it shows Disconnected, Working Offline, or Trying to connect…, go to Send/Receive and turn off Work Offline.
    5. Since mail is also not updating correctly when messages are moved to folders, create a new Outlook profile to rule out a corrupted local profile.
      • Open Control Panel > Mail > Show Profiles.
      • Create a new profile, add the Virgin Media account again, and test whether mail and folder changes sync.
    6. On iPhone, if the account was added as IMAP or POP, calendar and contacts will not sync. Those require Exchange ActiveSync, and the email provider must support it.
      • IMAP and POP sync email only.
      • If email used to sync before and now stopped, remove the sync partnership and re-add the account.
    7. If mail is available in webmail but not syncing in Outlook or on iPhone, the issue is likely with the app configuration rather than the mailbox itself.

    If Outlook setup continues to fail after re-adding the account, use the mail settings supplied by Virgin Media and reconfigure the account manually as a third-party mail account.

    AI-generated content may be incorrect. Read our transparency notes for more information.

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