Forum Discussion

ConfusedBex's avatar
ConfusedBex
Tuning in
2 years ago
Solved

Can’t access ntlworld email account

Hi,

We’re having a problem with my mum’s account. She has had an ntlworld email address for over two decades and my parents are still virgin media customers, but my mum can no longer access her email account on her Google phone as it keeps asking ‘correct credentials needed - enter credentials for *******@ntlworld.com’ 

We have followed the whole process, try to put the details in on her phone and another error message pops up with ‘Problem with account setup - your username or password is incorrect’. 

We’ve gone into the Virgin media page online and entered another non-VM account for her to verify her ntlworld account through, then get ‘Your Virgin Media Mail account is currently unavailable’. 

Myself and my sister (a software developer) are stumped about how to help our mum! We would love some help please, none of the other threads on here have given us an answer yet. 

access
email
locked
ntlworld
  • Graham_A's avatar
    Graham_A
    2 years ago

    ConfusedBex Have you followed the process to generate an app password for use with third party email clients?

    This is also a requirement to unlock a locked account.

    VM have recently changed the log in requirements for accessing VM Mail via third party apps.

    If you change the password for the account in My Virgin Media > Account settings > Account details you will not be able to use the new password to access the account via an email client. Email client access now requires an app specific password which can be generated in the MyVM > Account Settings > Account details > Mailbox App password management

  • ConfusedBex's avatar
    ConfusedBex
    Tuning in
    2 years ago

    Hi,

    I saw this issue and am having the same problem with my mum’s account. She has had an ntlworld email address for over two decades and my parents are still virgin media customers, but my mum can no longer access her email account on her Google phone as it keeps asking ‘correct credentials needed - enter credentials for *******@ntlworld.com’ 

    we have followed the whole process, try to put the details in on her phone and another error message pops up with ‘Problem with account setup - your username or password is incorrect’. 
    We’ve gone into the Virgin media page online and entered another non-VM account for her to verify her ntlworld account through, then get ‘Your Virgin Media Mail account is currently unavailable’. 

    Myself and my sister (a software programmer) are stumped about how to help our mum! We would love some help please. 

    • Kain_W's avatar
      Kain_W
      Forum Team (Retired)
      2 years ago

      Hi ConfusedBex,

      Thanks for your post and welcome back to the community.

      Sincere apologies for the issues faced, have you tried these following 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.
      Let us know,

      • CG11's avatar
        CG11
        Joining in
        12 months ago

        Dear Kain_W,

        I have changed my password etc for the ntlworld email and I can still not access emails. PLEASE HELP?

  • Graham_A's avatar
    Graham_A
    Very Insightful Person
    2 years ago

    ConfusedBex Have you followed the process to generate an app password for use with third party email clients?

    This is also a requirement to unlock a locked account.

    VM have recently changed the log in requirements for accessing VM Mail via third party apps.

    If you change the password for the account in My Virgin Media > Account settings > Account details you will not be able to use the new password to access the account via an email client. Email client access now requires an app specific password which can be generated in the MyVM > Account Settings > Account details > Mailbox App password management

    • ConfusedBex's avatar
      ConfusedBex
      Tuning in
      2 years ago

      @Graham_A Thank you so much for your help.

      We have changed the password, generated an app password for use with third party email clients and finally updated the IMAP settings which seemed to solve the non-appearance issue on the Google phone. 

      Fingers crossed that it stays that way - if anyone else sees this and needs the information, we found the IMAP settings info on a Virgin Media help page called ‘How to Manage my Virgin Media Email Account’ and it was quite far down the page under a sub-section called ‘How to set up my Virgin Media email on a device’

    • FishnetChicken's avatar
      FishnetChicken
      Tuning in
      5 months ago

      I have exactly the same issue as OP but when I go to the Account settings page, there is no option to add an app password under Account Details. There's just an option to change password, but this just looks like it changes the VM account password - not the email password.

      I have a compromised ntlworld email account which i'm unable to access via webmail (email not recognised) and i'm unable to change the password. The hacker is logged into this account using the original password which i'm unable to change. This is a nightmare!

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team
        5 months ago

        Hey FishnetChicken, thank you for reaching out and I am sorry to hear this.

        Which email has been compromised, just to confirm is a Virgin / NTL one?

         

  • dmanator98's avatar
    dmanator98
    Just joined
    27 days ago

    @Matthew_ML

    I have a similar but maybe different issue I think. I have had an NTL world email address for c.15 ish years. However in recent years I have not been able to sign in to check the emails and previous support told me my account simply didn't exist, which is not the case. I therefore can't sign into anything to be able to check my emails. Is there anything you can do to help?