Forum Discussion

melody9's avatar
melody9
Tuning in
4 days ago

Cannot access NTL webmail & iPad Asking for IMAP password

I've just spent 1.9 minutes on a call with VM to try and access my NTL webmail email ie if I needed to log-on remotely. Reason, is for past few days, my iPhone has a v regular pop up message when I open/access emails saying "Password Incorrect 'Enter the password for the IMAP account for mailto:xx@ntlworld.com'". I click 'cancel' but concerned why this is happening ie will I lose my a/c?

A 'Forbidden' message comes up when I tried to access my NTL email remotely ie via webmail. We also weren't sure if I used this password (which went through all of the layers of authentication security) on my iPhone, would it cancel everything altogether.

Young VM lady helpful to a point as was courteous but all she could recommend is to raise a ticket, mark it urgent and hope someone either calls me or emails me within 3-5 days.

Can anyone explain, easily, how they managed to overcome this issue.

Also, anyone know whey it is happening. I'm just concerned that VM isn't servicing legacy accounts like they used to. 

Many thanks in advance!

 

3 Replies

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    3 days ago

    Hi melody9 

    Thanks for posting and welcome back to the community. Sorry to hear of any email issues but thanks for providing the information including the error message. 

    Try this for me and wait thirty minutes before re-trying the log in to the email;

     

    Sign into the My Virgin media account for the email concerned with your VMO2ID

    Select Account Settings

    Select Identity & Security Settings

    Select Manage your products

    Select Manage email app password

    Click on the blue button 'Get New Password'


    Let me know how you get on.

    • melody9's avatar
      melody9
      Tuning in
      3 days ago

      Many thanks  John - I'll try this solution when I'm back on my home PC.

       Incidentally, and this isn't a question for you, VM said when I rang they would call back to assist ... does VM ever call a customer back to help with a query like this, and further, which is the best team to help with IT/security issues? The VM customer service lady was helpful, but I knew she wasn't trained to resolve this query? Not a complaint rather who best within VM is equipped to help? Also, why does this happen? :)

      Anyway, I shall report back! Thank you again. 

      • Robert_P's avatar
        Robert_P
        Icon for Forum Team rankForum Team
        10 hours ago

        If you have any queries, please feel free to raise them with us via the forums and we'll be happy to assist melody9 😊 these can range from bills to technical to general queries all of which we can help with.