outlook classic

Question

Have just installed outlook classic on my desktop computer and have received no emails whatsoever using my ntlworld account.

have tried co-pilot for tips, nothing has worked; whilst my iphone receives emails from the same account.

I switched to the classic because the new outlook stopped down loading any emails after 1st January, then stopped loading at all!

Any tips?

Please advise using simple laymans terms I'm not great with jargon

Answer 1

Hi julie pritchards,

Welcome to Microsoft Q&A forum. 

Please refer to and follow the steps recommended by the QA Assist.

After completing the steps, please let me know the outcome—are you receiving emails normally now?

If there’s still no improvement, I’ll provide the next troubleshooting steps.

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Answer 2

Try these steps in classic Outlook, in this order, using simple checks first:

1. Check Outlook isn’t “Working Offline”
   • Open classic Outlook.
   • Look at the very bottom bar of the window.
   • If it says Working Offline, go to the Send/Receive tab at the top and click Work Offline once to turn it off.
   • Wait a minute and see if emails arrive.
2. Check your internet connection
   • Open a web browser (Edge, Chrome, etc.) and try to visit any website.
   • If websites don’t load, fix the internet connection first. Outlook cannot get mail without internet.
3. Check the account settings (server names, password)
   Your iPhone working means the email account itself is fine, but Outlook on the PC may have wrong settings.
   • In classic Outlook, go to File > Account Settings > Account Settings…
   • Select your ntlworld account and choose Change or Repair.
   • Compare the incoming and outgoing server names, ports, and security settings with your provider’s details.
   • Use the guide in POP and IMAP server name reference and POP and IMAP account settings to check the correct values.
   • Also make sure the Password is correct. If you recently changed it on the provider’s website, update it in Outlook too. See Change or update your email password if needed.
4. Try repairing the Outlook profile
   If settings look correct but no mail arrives:
   • Close Outlook.
   • Open Control Panel on the PC.
   • Click Mail > Show Profiles….
   • You can either Repair the existing profile (via Outlook’s Account Settings) or create a new profile and add the ntlworld account again.
   • Instructions are in Fix your Outlook email connection by repairing your profile and Create an Outlook profile.
5. Check antivirus email scanning
   Some antivirus tools block email.
   • If you use antivirus software, open it and look for any email‑scanning or mail‑shield feature.
   • If it shows a problem with Outlook, follow its steps or contact the antivirus help desk as suggested in Contact your antivirus software's help desk.
6. Repair Outlook itself (if nothing else works)
   • Close Outlook.
   • Go to Control Panel > Programs and Features.
   • Select Microsoft Office and choose Change > Repair.
   • This can take up to 30 minutes. See Repair an Office application for details.

After each step, try clicking Send/Receive in Outlook and see if new emails arrive. Since the same account works on the iPhone, the key is usually step 1 (offline mode) or step 3 (wrong server/password settings) in classic Outlook.

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References:

• Troubleshoot Outlook email setup
• I can't send or receive messages in Outlook
• Troubleshoot Outlook for Windows issues