Forum Discussion

Artistmoon's avatar
Artistmoon
Joining in
2 months ago

Can't access my email!

A few days ago when I tried to log into my email on my laptop I got a message saying I needed to update my password by calling 150. I could still log into my email on my phone but not on my laptop. I rang VM and after dealing with three different people I now can't log into my email on my phone either. I was told they had to swap my "old" email address for a third party email such as hotmail or gmail. Neither of these worked and now I am totally locked out of my email and this will cause me great problems when I am sent emails with codes to log into other pages. The last 2nd line tech guy couldn't fix it and when I try and log in to lodge a complaint I am sent in circles because my log in doesn't work. Has anyone else been told they have an "old" email address that they have to swap for a non virgin email? I am so angry and now worried about missing important emails because I stupidly trusted Virgin to fix their screw up.

6 Replies

  • goslow's avatar
    goslow
    Alessandro Volta
    2 months ago

    Once you have provided VM with a third party email address, that doesn't replace your VM email/mailbox. The third party email address simply becomes the username when you need to log in to 'My Virgin Media' or VM webmail.

    In addition, when you want to use an email program on a device, you have to use an app password which is generated from within 'My Virgin Media'.

    Each VM email address now has its own 'My Virgin Media' login which is used to administer the mailbox (for example password resets).

    If you have several VM mailboxes, you need a different third party email address for each VM mailbox and each VM mailbox has its own 'My Virgin Media' login.

    So when you want to log in to 'My Virgin Media' or VM webmail you use ...

    Third party email address as the login name along with your VM password.

    If you want to set up an email program on a device you use ...

    Virgin media email address along with the app password.

    Instructions for generating the app password are below, along with server settings to configure the email program

    https://www.virginmedia.com/help/broadband/manage-email-settings

     

    • Artistmoon's avatar
      Artistmoon
      Joining in
      2 months ago

      I managed to get in on my laptop and now I can't get in on my phone....

      • goslow's avatar
        goslow
        Alessandro Volta
        2 months ago

        Have you generated the app password in 'My Virgin Media' for your mailbox and then used that app password and your VM email address when configuring the email app on your phone?