Forum Discussion

19Pabs58's avatar
19Pabs58
Settling in
21 days ago

E Mail Logon issues

Last week, I got a new phone and went to set up VM EMail on it.

I received a message to say that the password wasn't correct (although I know it was correct) so I changed the password.

I received confirmation of the change but it has simply not registered in VM's system.  Now I can't access E Mail through my phone NOR, now, through Outlook on my laptop.

I've contacted support and been told that it is an "outage" and has been a problem since last Monday (14th July).

This is unbelievable - 8 days and counting to fix some technical problem is diabolical and I'm not sure that I am being fed some BS by the support team.

Anyone know what the *!@$ is going on?

5 Replies

  • Graham_A's avatar
    Graham_A
    Very Insightful Person
    21 days ago

    19Pabs58 

    In order to access your email via Mail apps you need to use an email app password. To create one or update an existing one you need to follow these steps:

    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'

    Make a note of the generated password. This is what you use in the mail apps along with the vm email address as the username.

    • 19Pabs58's avatar
      19Pabs58
      Settling in
      17 days ago

      Thank you Graham,

      In the end it was my fault!  I was confusing the website password and APP passwords. 

      All now resolved but such a pity that the first two support staff that I spoke to told me it was "the outage".

  • Daniel_Et's avatar
    Daniel_Et
    Icon for Forum Team rankForum Team
    19 days ago

    Hi 19Pabs58, thank you for your post.

    We're sorry to hear about the issues you've been having and that you feel this way 😔

    Have you tried following the advice provided by Graham_A? If so, are you any further forward in terms of getting the issues resolved?

    Please pop back to us at your earliest convenience.

    Regards,
    Daniel

    • 19Pabs58's avatar
      19Pabs58
      Settling in
      17 days ago

      Hi Daniel,

      Thanks and, yes, I have have tried Graham's suggestion (although I had managed to resolve before I read it).

      In the end it was my own misunderstanding between web and APP passwords which I still find unusual.

      The only gripe is that it is a shame that the first wo support staff to whom I spoke, blamed the problem and "the outage" rather than actually taking the time to identify the real cause.

      Regards

      Paul

      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team
        16 days ago

        Glad to hear this is resolved for you now 19Pabs58 

        Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.