Forum Discussion

sapper1's avatar
sapper1
Joining in
6 months ago

Email errors

We have 4 family NTL accounts all work fine when accessed from our outlook apps on P.C & Tablet & phone. I run them as pop accounts as I don't want to be able to delete a mail on 1 device and its goes from them all. Till i want to do that.

I never use them via My  VM in fact I rarely ever log into my VM. except to delete mails periodically as they are stored on P.C in outlook.. I went to do this today and the main account can be accessed, but  the other three have the error message below 

"The entered credential or authentication information does not work or are no longer accepted by provider. Please change them."

It used to be easy to add mails and do admin, simple page add up to 10 accounts & manage them all  now I don't have a clue how to access them. am scared to do anything in case that all stop working.

Why do I now need a 3rd party email account to run email accounts I am paying for. I don't have  any other mail account except a work one and they won't be happy me using it for non work use. 

I have had the address for 15 +  years and it madness trying to work them now. why did Vm not offer  text to phone MFA . My bank does not want me to have a 3rd party bank account to access it.

I have tried to use a 3rd party email on one of the accounts set it up, its associated to the account VM even sent the password reset mail to it. I reset the password but cant h=get into the account. thankfully its still working in outlook. 

  • coenoby's avatar
    coenoby
    Very Insightful Person
    6 months ago
    sapper1 wrote:

    I have tried to use a 3rd party email on one of the accounts set it up, its associated to the account VM even sent the password reset mail to it. I reset the password but cant h=get into the account. thankfully its still working in outlook. 

    If you have set up a third party (non VM) email account to use in  conjunction with your VM email account and successfully changed the password for the VM email account it means that the third party email address is now the Username you need to enter to access your VM webmail account and My Virgin Media account. So you sign in with the non VM address and the new password and it will take you to your existing VM account.

    It does not change your VM email address so you can continue it to receive and send emails using your existing VM email address. That means there is definitely no need to change the email address that you have registered with your bank. They will still be able to send emails to your VM email account and you will be able to receive them in Outlook and your VM webmail account.  

    (Having said that, I have no idea why your bank would object to you registering a third party (non VM) email account with them. All they need is a valid email address, they are not in the least bit worried about which email company you use.)

    Just to reiterate, the only difference as  far as you are concerned is that you will now need to enter the third party email address (rather than your VM email address) as the Username when you sign into your VM webmail and My Virgin Media accounts on the VM website.

    Finally, bear in mind that VM stopped issuing new VM email accounts in May 2022. VM do still support the  VM email accounts of existing VM broadband customers but they have not made any statement about the long term future of the VM email service,

    Coenoby

  • sapper1's avatar
    sapper1
    Joining in
    6 months ago

    Thanks for the reply , never said my bank has issue with 3rd party email just  being sarcastic in regards to  my bank does not expect me to open an account with another bank to access my bank account. 

    Think I will slowly migrate to outlook accounts they are easy to run and administer.

     

    • Beth_G's avatar
      Beth_G
      Forum Team
      6 months ago

      Hi sapper1

      Thank you for your post.

      We can appreciate your frustrations with this, however these changes were implemented purely for security reasons.

      If you do need any further information on how to manage your email account following these changes, you can take a look here. We have lots of helpful info listed there on how to manage your account along with troubleshooting steps for common issues. Everything coenoby has advised is spot on, so if you have been able to follow his advice, attach/create a third party email address and link it to your Virgin email account and you are still having issues, just give us a shout. We'd be more than happy to help further.

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      6 months ago

      Without wishing to appear rude, I would strongly recommend you start moving your 4 email accounts away from VM.  As noted above, VM no longer issue mailboxes to new users and there is no statement on email services going forward.  Also should you ever leave VM, you will only have 90 days to migrate before the mailboxes are deleted.  I had 4 email addresses with NTL for a long time, but took the decision to move them away.  It was a painful job, but worth it in the end.  I'm no longer tied to any ISP mailbox, so free to choose any ISP for Broadband.