Why is so complicated to just change a password for a virginmedia email account that is now no longer recognising the password?
Primary account is an old ntlworld email address that hasn't been used for years
New email address was virginmedia.com.
Tried the mailbox app which generated the four words, still not working in mail.
Never have this issue with gmail! So bloody complicated to just access an email box
Hello mchall156412
Sorry to hear of the email access issues experienced, we appreciate you taking the time to raise this via the forums.
Have you tried to follow these steps:
• 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, and the mailbox unlocked
• Update any third-party apps that may be use to access your Virgin Media Mail emails with this new app password.
Thanks for the response. I can get to the generate new password page but the email address shows as my original email at ntlworld. My virginmedia.com is not showing. When i generate a new password and input into outlook or apple mail settings it just won't work
Hi mchall156412,
Thanks for coming back to us on this one. Each Virgin Media email address will have it's own log in to My VM for you to be able to generate the app password. Based on what you've written, you're logging in using the details for the primary account which your ntlworld email address will be connected to.
You'll need to log in to My VM using the secondary account email address. once logged in, you'll be required to set up a new third party email login address. Once this is done, you can then follow the same steps to generate an app password for the virginmedia.com email address.
Keep us posted on how you get on.
Many thanks,
This issue has been escalated to the VM IT department so as of 7/3/25 it remains unresolved
Hi mchall156412,
We can see you're in a private message conversation with a member of the team here.
If you could please respond to them directly, they'll be able to continue assisting you with this issue until it's resolved.
