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Kedmett's avatar
Kedmett
On our wavelength
2 days ago

Email connection on Samsung Tab A stopped working - unable to re-connect

My VM account has a number of email accounts which all work fine on my PC. The one set up for my wife has stopped working on her tablet (software is Android 14). Her phone still connects to the VM email and a gmail account on this tab also works fine.

I checked the settings on the Tab and they were exactly the same as the phone. I have also created a new connection using Em Client App with the settings shown on the VM document explaining how to connect a new app - I used the app password I created earlier this year, but the connection failed. Do I have to create a new password? I am reluctant to do this as the VM info states that I then have to update all the existing apps and don't want to risk them also failing !!

Can someone tell what I am doing wrong?

Thanks, Ken

I 

email

3 Replies

  • coenoby's avatar
    coenoby
    Very Insightful Person
    2 days ago

    Kedmett​ "Do I have to create a new password?"

    Each VM email account/address needs its own mail app password but if you access an email account using multiple mail apps you need to use the same mail app password in each app.

    "Can someone tell what I am doing wrong?"

    If the email settings really are the same in the mail apps on the tablet and the phone it suggests there is something-else that is causing one to work and one to fail.

    "email accounts ....all work fine on my PC"         so is that also using an email app or  do you use the VM webmail service on the VM website to manage your emails on the PC?

    "The one set up for my wife has stopped working on her tablet (software is Android 14)"......."Her phone still connects to the VM email "    Presumably both of those are using an email app to access the email account but are you using your VM wifi or the mobile network  to go on line?

    For example does the tablet use your VM wifi but when checking emails on the phone you connect via your mobile provider's network?

    Some clarification might help identify what's casing this.

    Coenoby

     

    • Kedmett's avatar
      Kedmett
      On our wavelength
      2 days ago

      Hi, thanks for getting back to me.

      The Pc is using eM-Client and this has 3 VM accounts, 2 for me and 1 in my wifes name, all working correctly. PC is using network directly to VM hub.

      The tablet is connecting by WiFi to VM hub and was working using the samsung mail app but just stopped a few days ago. This was also using the Samsung mail app, I have also installed the eM-client app and tried this with the same settings as on the PC which fails with a verification error. 

      I also use the Samsung mail app on my phone, and have tried the settings from this on the tablet, again it has the verification error.

      Ken

      • coenoby's avatar
        coenoby
        Very Insightful Person
        15 hours ago

        Kedmett​ 

        Thanks for coming back with that information.

        I was wondering if one device was using your VM wifi and the other was using mobile data. VM have been known to block VM emails coming from VM domestic networks if your IP address is on  a spam blocklist.  If your VM IP address was being blocked that would have explained why the  device connecting via the VM network was not working. Devices connecting via a mobile data network would be unaffected because the device would be using a non VM IP address allocated by your mobile provider.

        However, if the PC and tablet are both connecting via your VM broadband then it is something else that is stopping the app on the  tablet and the newly installed eM email app  from connecting to the VM email servers.

        If I was in your position my next step would be to generate a new mail app password for the affected VM email account. 

         You don't need to generate new ones for your other VM email accounts but you will need to update / edit the password in the email settings for each of the apps that access your wife's VM email account. Here's how to generate a new Mail app password:

        Sign into the My Virgin Media (MVM) Account for that email account https://www.virginmedia.com/myvmo2 

        Then

        1. Select Account Settings
        2. Select Identity & Security Settings
        3. Select Manage your products
        4. Select Manage email app password
        5. Click on the blue button 'Get New Password' 

         

        See how that goes.

        Coenoby