any help please. Ive changed phones and can't access my emails on the new phone. when ive tried the passwords its coming up incorrect so i need to reset my password but it won't let me. i can still access emails on my old phone
Forum TeamHi norvis
Thanks for your first post, welcome to the Community Forums.
Sorry to hear you're struggling to access your emails on your new phone. Are you using a third party client on your new phone to access your emails? If so, which one? These include applications such as Outlook Mail, iOS Mail ect.
What's happening specifically when you try to reset your password?
You may need to generate an app password if you're trying to access your emails on a third party client. To do this, you'll need to follow these steps:
Step 1. Go to My Virgin Media : to create a new password for your My Virgin Media account. We need you to create a new password for this account as there may have been a security breach.
Select Sign In
Select Forgotten your email or password? under the password box
Follow the instructions to change your password
Step 2. Next, we need you to generate a new password to be used specifically for signing in to third-party mailbox apps (like Outlook or Gmail) to access your Virgin Media Mail emails. Even if you don’t use these apps to access your emails now, we still need you to reset the password anyway to fully secure your account.
Sign In to My Virgin Media
Go to Account settings, then Account details
Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail
Then, under Virgin Media Mail app password tap Get password
Continue the flow and a new secure password will be generated for you
Update any third-party apps that you use to access your Virgin Media Mail emails with this new app password
Please note that as this password is separate from your sign in details for My Virgin Media (or any Virgin Media apps) this won’t affect your My Virgin Media password. So, if you check your Virgin Media Mail emails through My Virgin Media or at mail.virginmedia.com, you'll still only need your My Virgin Media password.
