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CDH1994's avatar
CDH1994
Tuning in
2 years ago
Solved

Email App password change

Can some one confirm the fiollowing for me please, I am trying to chsnge the password for one email address on outlook on my PC. When I request "Generate New App Password" it takes me to another screen requesting the following:

First, we need you to change your sign in email address to one that isn't from Virgin Media.

Then, when we send you a verification code in the next step, you'll able to access it from your alternative email address.

This does not seem correct as I ony want a password for my app to pull down the emails in to Outlook.

  • Graham_A's avatar
    Graham_A
    2 years ago

    Yes it is correct.  Any password changes now require that the username for the email address concerned is changed to a third party email address.  A verification code will then be sent to third party email address.  The change of username does not change the underlying VM email address.

     

     

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  • Graham_A's avatar
    Graham_A
    Very Insightful Person
    2 years ago

    Yes it is correct.  Any password changes now require that the username for the email address concerned is changed to a third party email address.  A verification code will then be sent to third party email address.  The change of username does not change the underlying VM email address.

     

     

    • alienor's avatar
      alienor
      Up to speed
      2 years ago

      Surely the instruction should say 'enter third part email address' and not 'change email' which is very off putting. As it stands it appears my husband is about to lose his ntlworld address which is not acceptable.

      • Graham_A's avatar
        Graham_A
        Very Insightful Person
        2 years ago

        I agree that it could be worded better.

  • CDH1994's avatar
    CDH1994
    Tuning in
    2 years ago

    Thanks for the reply Graham, it does seem strange that I have ti get it verfied via a 3rd party email address when it is an internal VM process.

  • Nicip1's avatar
    Nicip1
    Joining in
    2 years ago

    My understanding is that you are changing to a non virgin email address to be able to sign into the email account directly through virging, which quite honestly is pants.  I have 6 emails off my virgin account and have one non virgin email address.  I had to change one password as it had been hacked, and had to use the one non virgin email that I have.  Now to change any of the others I have to have yet another email, which I just can't do.  Basically to have 6 email addresses I have to have 6 non-virgin ones too, which is ridiculous!  

    • Kain_W's avatar
      Kain_W
      Forum Team (Retired)
      2 years ago

      Sincere apologies for the issues faced Nicip1,

      Just to clarify however are you experiencing issues yourself with gaining access on a email?
      Let us know,

      • yakacm's avatar
        yakacm
        On our wavelength
        2 years ago

        God knows what the kids a VM were huffing when they came up with this. I can't access my main email account on my PC, but I can on my phone, and everyone can always get their email from the virgin webmail, like if you log in to your VM account you can get your email there. So if, for whatever reason, I need to reset my password I can always pick the password up online or on my phone. Agreed it could be a useful option to get an email reminder sent to another email address, but to force folk to do that is gaga. Not too sure why I have been happily getting my emails to Outlook on my PC for years, then all of a sudden without me doing anything, Outlook can no longer access the mail server at Virgin, despite me still picking up emails on my phone, and on my other PC which uses the built in mail app that comes with Windows. 

  • Bryan24's avatar
    Bryan24
    On our wavelength
    2 years ago

    I'm having the same problem as the other day Outlook stopped sending my messages saying SMTP had dropped out..
    I've gone through the change email and generate new password but it then asks me to verify the address and doesn't go any further to give a password..
    The alternative address has acknowledged the change and I've clicked the verify button but still no password.
    Do I use the password that already exists for the alternative address to set up Outlook again.
    Microsoft have confirmed that I need to set up with the alternative address and are waiting for me to go back to them with the Server and Application password.

     

    • Graham_A's avatar
      Graham_A
      Very Insightful Person
      2 years ago

      Bryan24 Having changed the username you now need to login to the My Virgin Media account and select Account Settings> Account details>

      Virgin Media Mail

      Mailbox App password management and follow the instructions to generate an app password.

      The password for the third party email username is only used to access that email address - it isn't used anywhere within Virgin Media.

      Once generated use the new password in your Outlook settings.

      • Bryan24's avatar
        Bryan24
        On our wavelength
        2 years ago

        Thanks Graham.
        I've since spoken to a helpful person at Virgin.
        It seems that although I clicked the verify in the email received after I changed the address it doesn't seem to have registered so I've gone through that again and not yet received another email to verify. She said it could even take up to a day!! This all seems to be very protracted.

  • Bryan24's avatar
    Bryan24
    On our wavelength
    2 years ago

    I've successfully changed My Virgin Media password, but still have trouble with the email app password to use Outlook.

    I seem to have success in the first stage of 'Account Settings>Manage>Typing and confirming my non-virginmedia email address>verifying, getting and inputting a verification code, then getting an app password (xxxx-xxxx-xxxx-xxxx).

    With Outlook my first stage is to create my Virginmedia email account by completing my full Virgin Media email address, using the Virgin Media email app password in both the IMAP and SMTP settings , as well as the other settings in the 'How to Set Up My Virgin email on a Device' instructions.

    The IMAP passes the test but the SMTP always fails with the message 'The connection to the Server was interrupted. If this problem continues, contact your server administrator or Internet Service Provider (ISP)'.

    I originally had an Outlook account for the @virginmedia.com address which began to refuse to send messages with an error of 0x800CCC0F. In my various attempts to resolve this I removed my account with the intention of creating again, but that has so far proved unsuccessful. It was then that the email app password requirement came to my attention.

    Have you any thoughts before I return to Microsoft, who also have had no more success than I have had in doing anything with the email app password.

    Many thanks
    Bryan

    • Bryan24's avatar
      Bryan24
      On our wavelength
      2 years ago

      In addition to the problem detailed in my previous message, for the second time, and despite VM saying that giving a non-virginmedia email address for an app password will not affect the original address they have again removed my original @virginmedia.com address for signing into My Virgin Media and replaced it with the alternative address. I'll now have to phone them again to reinstate the original address.

      Am I'm missing something crucial in the instructions, as I'm totally confused by them, and I am reasonably IT literate!

      Fortunately on my main PC I'm not signing out, otherwise I'd probably not be able to pick up this thread.

      Regards
      Bryan