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 em...
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

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’

    • GillianH's avatar
      GillianH
      Joining in
      11 months ago

      Hello, I have also been having a similar problem for over 1 month now.

      My ntlworld email address stopped working. Whenever I try to pick up emails (with the mail programme on my iPad) I now get an account error message..

      The main My Virgin Media account is in my husband's name and he can log into it and see his webmail, but I am unable to access mine or reset my password.

      Can anyone help?

      • Vikki_M's avatar
        Vikki_M
        Forum Team
        11 months ago

        Hi GillianH

        Thank you for your post and welcome to our community.

        We are sorry to hear you are having issues with your email account.

        Are you trying to access this via our web mail or an app please?

        Please pop back to us when you can.