I have just started having issues with one of my ntlworld email accounts - the issue is a bit different to the others - hence started new thread.As a family we have several mail accounts - I myself use 2... "username1or2 at NTLWORLD.COM". Yesterday, user1 stopped receiving or sending mail - whilst user2 and all other accounts have continued just fine. I only use Apple gear and their Mail client, and its the same problem on the Mac and the iPhone (all on latest OS) see phone screenshot below.I am as sure as I can be that the password is correct (I havent changed anything in 15 years 😎).So anyone got any thoughts on what is going on - that is affecting just one of the accounts when both use the same imap server?Also - how do you go about resetting the password? You must need someone from VM to intervene to reset your imap password - correct ?All help appreciated - thanks John

jbrennand wrote:coenoby wrote:Hi again GrahamDo you have any advice as to what to input into the Mail Account settings shown below. I can always invoke the nuclear option and delete and try again but reluctant to do this ATM.Hi jbrennand Actually it's my posts (@coenoby) not Graham_A 's you have been replying to on this thread for a while. It's no problem for me and hopefully not for Graham, we're all here to help.Looking at the settings you have posted, the only thing I would say is that the password field must be the VM "Mail app " password for this email account. That will be in the format xxxx-xxxx-xxxx-xxxx (so four words separated by hyphens).If you are not using that password then the app will definitely fail to authenticate with the VM email server.Did you generate that Maill App password in the My Virgin Media account when you added the Gmail account and reset the password? Graham (the real Graham) did advise about that in his post on 20-11-2024 16.03 / 16:08. If you are already using that Mail app password in the settings it may be worth going back and generating a new mail app password and then updating the password in Apple Mail with that new app password.Coenoby

John,In the mail server settings section the password is neither your gmail one or the old ntlworld one. You need to use the generated app password that is in the format of four words with - between each word. Also the smtp server should be smtp.virginmedia.com, although it should still work with the old server name.

Well I found all that quite amusing... 🙂If you guys have so much trouble, how are the poor average users supposed to keep their email working?

Graham_A wrote:For balance I did post the first four replies and was making progress before coenoby stepped in and took over the thread.Point taken Graham and no offence intended to jbrennand.either by the way.Coenoby

jbrennand The first thing to try is to sign into the email address via VM webmail at https://mail.virginmedia.com/I suspect that you will see a message to say that the account is unavailable due to being locked for security.If so you will need to sign into the My Virgin Media account for the email address (not the primary account) and then go through the process of changing the password and generating an app password for use with email clients. This process will require you to change the username for the email account to a third party one.The help pages here are pretty comprehensive: https://www.virginmedia.com/help/broadband/manage-email-account

Another strange "ntlworld.com" eMail issue - anyone help?

Graham_A
Very Insightful Person
2 months ago
jbrennand The first thing to try is to sign into the email address via VM webmail at https://mail.virginmedia.com/
I suspect that you will see a message to say that the account is unavailable due to being locked for security.
If so you will need to sign into the My Virgin Media account for the email address (not the primary account) and then go through the process of changing the password and generating an app password for use with email clients. This process will require you to change the username for the email account to a third party one.
The help pages here are pretty comprehensive: https://www.virginmedia.com/help/broadband/manage-email-account
- jbrennand
  Very Insightful Person
  2 months ago
  Thanks Graham.
  Yes tried logging in that way but get the message below.... s beginning to suspect tht the password is just wrong... it looks correct and is the one I used for all email stuff back in the day.
  So I seem to be stuck in a vicious circle of... to change the password log into your account with the password !
  Any idea how to get to a "forgot password link" 👍
  --------------------
  - Graham_A
    Very Insightful Person
    2 months ago
    I assume that you have tried the forgotten password link showing in the screenshot?
jpeg1
Alessandro Volta
2 months ago
Well I found all that quite amusing... 🙂
If you guys have so much trouble, how are the poor average users supposed to keep their email working?
- coenoby
  Very Insightful Person
  2 months ago
  jpeg1 wrote:
  Well I found all that quite amusing... 🙂
  jpeg1 I must admit I smiled at being called "Graham" in replies to my posts, it made me think of your signature block "My name is NOT Alessandro." and .thought about adding "My name is not Graham" to mine. 🤣
  All the best
  Coenoby
  - Graham_A
    Very Insightful Person
    2 months ago
    For balance I did post the first four replies and was making progress before coenoby stepped in and took over the thread.
ALF28
Super solver
2 months ago
The advice is correct, you do need to log into your VM account and change the user name log in email from a VM email to a third party email such as gmail or outlook.
In order to set up the app password in email settings or to change it, it sometimes uses verification codes sent to the third party email used to log in.
As this new app password which is different to the VM account password for email client has been working for a good while now so email clients need the app password to connect to the server.. However if using webmail via the VM account the VM password works by logging in to the VM account and selecting email, so there are 2 distinct ways to view email. The forgot password is fotr the VM account password, the app password has to be reset in that account in account settings- email app password- generate or change.
This system is the same in most other email providers, where app passwords can be set up such as gmail.

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Another strange "ntlworld.com" eMail issue - anyone help?

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