Forum Discussion

ramsay-ladders's avatar
ramsay-ladders
Joining in
2 years ago

credential or authentication info does not work & failed decrypting the password

Hello,

I'm hoping that someone is able guide me through process of getting my emails up and running again across my devices. I'm really muddled with this and I'm frustrated at how complicated this becoming.

I have 6 email accounts with Virgin and the main email address that I use is a blueyonder address and the other 5 are virginmedia.com. I've had the blueyonder one for decades and I don't want to lose it.

The 5 virginmedia accounts have exclamation marks against them and are displaying 'The entered credential or authentication information does not work or are no longer accepted by provider. Please change them.'

So I assumed the passwords for the 5 virginmedia email addresses had to be changed but when I went to do that I got an advice saying that I couldn't use my blueyonder.co.uk email address and that I would have to change to a non-virgin email.  So, I relunctantly changed to an icloud email address that I don't really use, then a new password was generated (I'm not happy about that - want to decide my own passwords).

However, I still can't change the passwords to read the emails or send and receive on my phone and I am getting the error message, "Failed decrypting the password for accessing server imap.virginmedia.com with login xxxx@blueyonder.co.uk".

 

 

I need step by step instructions to clear this up please. I did have a previous forum account but it is linked to an email address that I'm locked out of so I have had to register a new profile.

  • Akua_A's avatar
    Akua_A
    Forum Team
    2 years ago

    Hi ramsay-ladders 

    Welcome to our community forums and sorry to hear you are having issues with your email credentials. We can understand the frustration caused and we want to do our best to help. It is correct that we are asking email users with certain domains such as blueyonder to change this to a third-party email for security reasons. Just to confirm, have you tried the following link regarding this issue? https://www.virginmedia.com/help/broadband/manage-email-account  Also after making the changes, is it just the blue yonder email that remains affected?

    Thanks,

  • ramsay-ladders's avatar
    ramsay-ladders
    Joining in
    2 years ago

    No its the virginmeida accounts that I can't get access to. On the accounts page, when I try to edit the password I get this message :

     

     
    • Gareth_L's avatar
      Gareth_L
      Forum Team
      2 years ago

      Hello again ramsey-ladders.

      Any additional email accounts will now need to be viewed by a 3rd party email client.

      The instructions here will explain how to access them.

      Can you please let us know how you get on. 

      Gareth_L

      • ramsay-ladders's avatar
        ramsay-ladders
        Joining in
        2 years ago

        Hello, well no I’m not getting at all. 

        I am now blocked out of my main blueyonder acct. 

         

        I tried following instructions but this now a real mess. 

        I really need screen grabs of each page as I’m not sure I’m on the correct page.

        I can’t tell you if I have changed my email login for checking bills and/or access to any of my email accts.  I also don’t know what changing to a 3rd party email address has done for me.  I really think that is bizarre that I have to use a non-blueyonder or virginmedia email address to look at my acct. 

         

        this taking up so much time to sort out and it’s now worse than before. I’ve been using virgin emails for 17 years but this the pits. 

  • ramsay-ladders's avatar
    ramsay-ladders
    Joining in
    2 years ago

    Here are all the screngrabs fro the pages I have gone through:Virgin 1Virgin 2Virgin 3Virgin 4Virgin 5Virgin 6Virgin 7Virgin 8

    • ramsay-ladders's avatar
      ramsay-ladders
      Joining in
      2 years ago

      Screen grabs continued.

      I still don't know how to sort out the additional virgin emails. I'm assuming I have to change passwords on all 5 additonal email accts - but I'm not sure. Virgin 16 is the last screengrab and when I try to update the password it doesn't let me. Can someone walk this through with me please?

      ramsay-ladders wrote:

      Here are all the screngrabs fro the pages I have gone through:Virgin 1Virgin 2Virgin 3Virgin 4Virgin 5Virgin 6Virgin 7Virgin 8

       

      • Daniel_Et's avatar
        Daniel_Et
        Forum Team
        2 years ago

        Hi ramsay-ladders, thank you for your response. We understand your frustration. 

        What stage of the instructions provided by my colleague did you get up to exactly? 

        Please pop back to us at your earliest convenience.

        Regards,
        Daniel

  • 用心棒's avatar
    用心棒
    Very Insightful Person
    2 years ago

    Out of curiosity is the “Failed decrypting the password for accessing server imap.virginmedia.com with login xxxx@blueyonder.co.uk” error still occurring?

     

    The following highlighted error message can usually be resolved by:

    1. sign in here https://mail2.virginmedia.com with the authentication credentials of the problem account; in the above example it would be richard.branson@blueyonder.co.uk.

      If sign in is unsuccessful try the forgotten password link Forgotten your Password? | Reset Here | Virgin Media
       
    2. once successfully signed into webmail go to Login to My Virgin Media | Virgin Media and select Sign in

    3. select Account settings > Virgin Media Mail settings > Generate new App password

      NB if prompted to “Verify it is you” then follow the instruction to change your Sign in Email Address to a non-Virgin Media one. Once the verification process is complete repeat step 4

    4. make a note of new App Password

    5. sign out and then back in using your blueyonder.co.uk email account's authentication credentials

    6. select Edit located adjacent to problem account; in above example that would be richard.branson@ blueyonder.co.uk

    7. scroll down to Incoming server section and enter App password, noted in step 4, in Password field

    8. scroll down further to Outgoing server (SMTP) and set Authentication to As incoming e-mail server

    9. select Save

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