Forum Discussion

jbrennand's avatar
jbrennand
Very Insightful Person
2 months ago

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

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

  • Graham_A's avatar
    Graham_A
    Very Insightful Person

    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's avatar
      jbrennand
      Very Insightful Person

      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's avatar
        Graham_A
        Very Insightful Person

        I assume that you have tried the forgotten password link showing in the screenshot?

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    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's avatar
      coenoby
      Very Insightful Person

      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's avatar
        Graham_A
        Very Insightful Person

        For balance I did post the first four replies and was making progress before coenoby stepped in and took over the thread.

  • ALF28's avatar
    ALF28
    Super solver

    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.