Forum Discussion

Nell51's avatar
Nell51
Tuning in
3 months ago

Archiving secondary? Virgin.net account

As background my husband and I, and subsequently our children, all have virgin.net or virginmedia email addresses which are being terminated imminently.

I have managed to import my emails to my new gmail account and also archive to MailStore Home. 

I just can’t get my husband’s account to do the same. His password is correct and we can log into the webmail and view his emails but when we try to import to gmail or archive to MailStore Home it continually says “authentication failed. Check user name and password. The server returned: authentication failed (NO)”. 

I’ve spent hours and hours googling to try to resolve this and can’t understand how my account has worked fine and my husband’s hasn’t. I can vaguely recall back in the late 90s that one of us was the main account holder and possibly the other accounts for the rest of the family possibly piggy backed?  Would this affect this?

In reading in the forum it said about changing the email to a different one and I’ve updated the virginmedia main account to his gmail account. He received the verification code, verified it but it now won’t let him sign into the main account with his gmail account and now says the account isn’t recognised. He can still log into his webmail though. 

I’d appreciate any advice or help please.

  • Nell51's avatar
    Nell51
    Tuning in
    3 months ago

    Can anyone help please as we really need to get this sorted before we loose all access. 

    I don’t understand how I was able to access and link my account with gmail but we can’t do that with my husbands?

    Can anyone help with resetting his main access into virgin media - the email verification and password change worked but now can’t log on to main account it can log on to webmail. We just need to be able to move the old emails before virgin.net is locked out which is imminent today or tomorrow.  

  • coenoby's avatar
    coenoby
    Very Insightful Person
    3 months ago

    Nell51 

    "He received the verification code, verified it but it now won’t let him sign into the main account with his gmail account"

    So is he signing in with his gmail address as the username and his VM password? That should work once the Gmail address has been verified.

    On the other hand if the account has not verified for some reason, he should still be able to access it using his VM email address as the username. Have you tried that as well?

    "He can still log into his webmail though"

    Is that with the Gmail address or the VM address as the username?

    His password is correct and we can log into the webmail and view his emails but"we try to import to gmail or archive to MailStore Home it continually says “authentication failed. Check user name and password. The server returned: authentication failed (NO)”."

    Assuming that you have successfully changed the username of his VM account to a Gmail address you will also need to generate a VM mail app password and use that as the password in the  MailStore SMTP settings rather than the webmail password.  That mail app password will be in the format "word-word-word-word". If you use the webmail password in MailStore it would give you the error.you are seeing.

    Coenoby

     

    • Nell51's avatar
      Nell51
      Tuning in
      3 months ago

      "He received the verification code, verified it but it now won’t let him sign into the main account with his gmail account"

      So is he signing in with his gmail address as the username and his VM password? That should work once the Gmail address has been verified.

      The gmail address was verified and tried signing in with that and the VM password and it gives an error message:

      Your email or password was incorrect. Please try again or go back to change your email.

      On the other hand if the account has not verified for some reason, he should still be able to access it using his VM email address as the username. Have you tried that as well?

      yes tried this and it doesn’t work either. 

      "He can still log into his webmail though"

      Is that with the Gmail address or the VM address as the username? 

      He can log into webmail with VM email address and password.

      His password is correct and we can log into the webmail and view his emails but"we try to import to gmail or archive to MailStore Home it continually says “authentication failed. Check user name and password. The server returned: authentication failed (NO)”."

      Assuming that you have successfully changed the username of his VM account to a Gmail address you will also need to generate a VM mail app password and use that as the password in the  MailStore SMTP settings rather than the webmail password.  That mail app password will be in the format "word-word-word-word". If you use the webmail password in MailStore it would give you the error.you are seeing.

      He can’t get past the login to generate an app email. We’ve tried forgotten password and it comes up with: 

      “Oops... Something went wrong. Please try again later.

      • Graham_A's avatar
        Graham_A
        Very Insightful Person
        3 months ago

        If he can still sign into webmail with the VM email address and password then the username change to the Gmail address has not gone through properly.  I think that you will need a member of the VM Forum Team staff to take a look at this for you.  Are you the account holder for the VM account concerned?  The team should reply here shortly.

         

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    3 months ago

    It amazes me that in the interest of “security” VM have made email access so obtuse.  You would nearly think they don’t want people using VM for email ….. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    3 months ago

    Yes you would think that wouldn't you? 

    I really don't understand why people persist in suffering the pain of using VM's email, when there are better and more reliable alternatives waiting for them.

    Sooner or later they will all regret it. 

  • Nell51's avatar
    Nell51
    Tuning in
    3 months ago

    Hello I have had exactly the same thing happened to me too.

    • Sabrina_B's avatar
      Sabrina_B
      Forum Team
      3 months ago

      Hi Nell51 👋.

      Apologies for the confusion in this matter, we are sorry but the email address has been permanently deleted and have checked with our IT department and there is no scope to bring it back in order for you to regain your emails. 

      We are terribly sorry.


      Sabrina