Forum Discussion

Baffled6's avatar
Baffled6
Joining in
2 years ago

3rd party apps and the APP password!

I have checked other threads but the answer is not there hence this ine!-

please help-

I have a ntlworld.com email and went to update the password as my emails began to not being able to send or receive them from some people. I then had to verify myself using a third party email (my gmail one) all good. although my login detials for Virgin are now this one and not my ntlworld email address!. Anyway i can live with that. when I check my email via webmail my email address still shows as my NTL world.com one which is great. However when I try and set up a third-party app it won't accept the new generated APP password that I've set up via the website as requested . I'm trying to use Apple mail (and have tried blue mail) and it says on the add account page to put in 1)email address, 2) username and the password (that was generated for me).

Question -is the email address the same as the username so you enter the full email address twice? it's saying that it can't connect to server when I put the new password in and have tried both the NTL world email and  the Gmail one and niether work or can connect.

PLease help im losing the plot - (i have actually set up a new email to use once i get access on my mac to my emails as ntlworld is sooooo old. Its just a ballache to change it over as its been 20 years of using it, but i am definatley changing it soon! thanks for any help anyone can give! 

Neil

4 Replies

Sort By
  • 用心棒's avatar
    用心棒
    Very Insightful Person
    2 years ago
    Baffled6 wrote:

    ⋮
    Question -is the email address the same as the username so you enter the full email address twice? it's saying that it can't connect to server when I put the new password in and have tried both the NTL world email and  the Gmail one and niether work or can connect.
    ⋮

    Yes they are the same, see Email settings change - Virgin Media Community - 3369438

    NB your Gmail email address should only be used with My Virgin Media or Virgin Media Mail (webmail)

    If you have access to a desktop or laptop consider trying the following to validate authentication credentials. Open a Command Prompt in Windows or otherwise a Terminal. and enter the following where username:password is replaced with your email address and password, i.e. richard.branson@ntlword.com:rotavator-racecar-tenet-repaper:

    curl -v smtps://smtp.virginmedia.com -u username:password

    Do not post the resulting output here but instead review it for possible reported causes, i.e. VM error code; choosing to ignore this advice and posting the unredacted or incorrectly redacted output here will likely reveal your email address, password and / or public IP Address.

    FYI if there is no issue then you should see the following output from the curl command:

    ⋮
    > AUTH PLAIN
    < 334 
    > [Redacted]
    < 235 2.7.0 SMTP350 Authentication successful for user [Redacted]
    > HELP
    < 214-2.0.0 This is cmsmtp ESMTP service help
    214-2.0.0 This is cmsmtp ESMTP service help
    < 214-2.0.0 To contact postmaster send email to postmaster@virginmedia.com.
    214-2.0.0 To contact postmaster send email to postmaster@virginmedia.com.
    < 214-2.0.0 For local information send email to Postmaster at your site.
    214-2.0.0 For local information send email to Postmaster at your site.
    < 214 2.0.0 end of HELP info
    214 2.0.0 end of HELP info
    * Connection #0 to host smtp.virginmedia.com left intact

    Otherwise an unsuccessful result will look similar to the following:

    ⋮
    > AUTH PLAIN
    < 334 
    > [Redacted]
    < 525 5.7.13 Authentication Denied (VM320)
    * Closing connection 0
    * TLSv1.2 (OUT), TLS alert, close notify (256):
    curl: (67) Login denied

     

    -- 
    I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
    Have I helped? Select Mark as Helpful Answer or 🖒 Kudos to say thanks

    • Akua_A's avatar
      Akua_A
      Icon for Forum Team rankForum Team
      2 years ago

      Hi Baffled6 

      Welcome to our community forums and thank you for your first posts.

      Sorry to hear you are having issues when trying to access your email on 3rd party app. We can understand the frustration caused. Was the advice given by 用心棒 useful? Do you need any further help?

      Thanks,

    • SoapySailor's avatar
      SoapySailor
      Tuning in
      3 months ago

      Are you really saying that in order to login to a .ntlworld.com email address, you have to set up a new separate account (in Gmail say) but that this Gmail account can  only be used for the purposes of logging in to the Virgin (.ntlworld.com) account ??  That seems ridiculously complex and errors prone.  Logging-in to accounts is becoming the most frustrating things I do these days because of the increased security now in place.  The need to do this 'vectoring by unique email just complicates the matter further.  I tried adding my .ntlworld.com account to my Gmail app on android but I couldn't because the Gmail I use to login to my Virgin account is the Gmail account used in my android Mail app.  

      P.S. It would seem that confining the Gmail address used to login to Virgin .ntlworld.com address  and Virgin Media is a crude work around but has the unintended consequences described above.  Why not bite the bullet and convert the .ntlworld addresses to virginmedia. Com addresses and have done with it.?

       

      P.S.

      • Kath_P's avatar
        Kath_P
        Icon for Forum Team rankForum Team
        3 months ago

        Hi SoapySailor, 

        Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

        I think there may have been some confusion here. You need a third party email address to log in to My VM. 

        When adding your Virgin Media email to a third party app, you need to generate an app password. Please log in to My Virgin Media here > Click on Account settings > Virgin Media Mail settings > scroll down to the App password section and click the Generate new App password button.

        The next steps will depend on whether you already have a 3rd party email set up as your log in. 

        • If you don't: You should get a pop up message asking you to verify your email address and you'll need to use a 3rd party email address to continue. You'll be sent a one time passcode to enter on the next page to verify it's you. 
        • If you do: You'll just be sent a one time passcode to enter on the next page to verify it's you.

        Once verified you'll then be given an app password which will look something similar to: mail-horse-yellow-panda and you should note this down.

        To get your Virgin Media email address on a 3rd party app, you will need to enter the username as your VM email address and the app password that you've just generated as the mail password in the settings. This will successfully add the account and allow your emails to load. 

        These changes have been put in place as Multi-factor authentication (MFA) is now required. Just as a side note, when logging in to My VM, you will need to use the third party email address as the username and your original My VM password.

        Please let me know how you get on and apologies for the inconvenience.

        Thanks,