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g0akc's avatar
g0akc
Problem sorter
5 hours ago

email app password reset (password incorrect message)

A few people including me seem to have been having trouble logging into their Virgin Media email accounts recently.  I use several different devices and they all stopped working, with a message like 'password incorrect' despite me not changing it.

I suspect that VM have implemented a change (security enhancement) that requires a new strong password for email apps.  This is possibly linked to your account being compromised, or suspected as being compromised. There is/was an announcement linked on their pages although the link only seems to go to a page about spam emails...

I followed the password reset process here;

https://www.virginmedia.com/help/virgin-media-mail-unavailable

as follows:

Step 2. Next, we need you to generate a new password to be used specifically for signing in to third-party mailbox apps (like Outlook or Gmail) to access your Virgin Media Mail emails. Even if you don’t use these apps to access your emails now, we still need you to reset the password anyway to fully secure your account.

  1. Sign In to My Virgin Media
    • Go to Account settings, then Account details
    • Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail
    • Then, under Virgin Media Mail app password tap Get password
  2. Continue the flow and a new secure password will be generated for you
  3. Update any third-party apps that you use to access your Virgin Media Mail emails with this new app password

Please note that as this password is separate from your sign in details for My Virgin Media (or any Virgin Media apps) this won’t affect your My Virgin Media password. So, if you check your Virgin Media Mail emails through My Virgin Media or at mail.virginmedia.com, you'll still only need your My Virgin Media password.

 

You will then need to enter this new password into all the email apps/devices that you use for your virgin media email

 

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