Email authentication

Hi archie99 👋.

Thanks for reaching out to us, sorry to hear of the issues that you are facing with your emails. Can we ask is this using a third-party email client or directly via our web-based login? We have changed the security format of legacy emails, we are requesting that customers use a third-party email address that is not tied to their email addresses to set up a secondary password recovery. This was communicated to our customers for the most of 2024. 

If you are using our web-based mail system please let us know, if you are using third party email clients some may of changed their manual settings and their new ones can be found on their retrospective sites. 

archie99​  "Would appreciate a repsonse from others with an NTLWORLD account or from Virgin."

I'm not a Virgin Media staff member but I do have Ntlworld.com and Virginmedia.com email accounts so I hope I qualify. 😊 

Many people with multiple accounts find themselves in your situation where one account fails with a password error but the others continue to work. It is probably only a matter of time before your other accounts will go the same way so be prepared for that.

" I am wondering if Virgin have changed the password rules?"

In fact VM have have made some very signifiant changes to the security of all VM email accounts in the last 18 months or so, Those changes apply to all VM email accounts not just Ntlworld accounts.

• You now have to generate a "mail app password" to use in email apps and clients rather the password you use to sign into the VM webmail account or your My Virgin Media account.
• You also  need to specify a different non VM email address (so Gmail.com, Outlook.com, Yahoo.com etc) for each of your VM email accounts. That will be the address VM use to send verification emails when you make changes to that VM account, such as resetting the password for example.  The non VM email address will also become the username  (rather than your VM email address) that you enter when signing in to your VM email account. However, your VM email account and address will stay the same.
•  

IF YOU HAVE A VM BROADBAND ACCOUNT:

the error you are seeing with your email client and webmail should be resolved if you follow these steps:

1. Use this link to sign into the  My Virgin Media  account by entering the affected Ntlworld,com email address and it's current password
2. Go to “Account settings”, then "My Virgin Media Account details"
3. Scroll down the "Security and sign in details " section and click on "Edit" to the right of password and follow the prompts.
4. If you have not already specified a non VM email address to act as your VM username for that VM account then you will be prompted to do so. That's now a security requirement of VM accounts. Your VM email account and address will remain the same but in future you will have to sign into VM with your non VM email address.

You will also have to generate a "Mail app" password to use as the email password in your Mail app on your phone but you should see that as you follow the password reset process.

Once you have the Mail app password you can update the password held in the settings pf your email with that  Mail app password. You will still need to use the "normal" password to sign into the webmail account.

IF YOU NO LONGER HAVE A VM BROADBAND ACCOUNT:

then you need to set up new email accounts with a dedicated email provider and switch to using those as soon as possible. VM stopped issuing new email accounts back in 2022 and they are now actively closing down VM email accounts that are no longer linked to a  paying VM service, such as broadband.

Hopefully that helps.

Coenoby