Forum Discussion

JRF1's avatar
JRF1
Tuning in
21 days ago

Email problems

Yesterday I lost all access to my virgin media email accounts on my iphone (3 separate virgin media addresses). Every time I open my mail app on my iphone I get messages for all 3 accounts saying Password Incorrect - Enter the password for the IMAP account "XXXX". I tried deleting one and opening as a new one but unable to do that keeps saying username and/or password incorrect. I have changed my password for my virgin media log on but it has made no difference.

I can access the accounts on line through a web browser

I read something about having to set up an app password and to do this you sign in to your virgin media account which I can do but the app password is set up through the 'manage my products' box. However, whenever I click on that box it says 'something went wrong - try again'. I get the same problem of not being able to get through to manage my product regardless of what browser I use, tried chrome, edge safari and in the my virgin media app - all the same!

8 Replies

  • Tom_W1's avatar
    Tom_W1
    Icon for Forum Team rankForum Team
    20 days ago

    Hi JRF1 thanks for posting although we're sorry to hear of the concerns you've raised regarding your emails.

    I was going to advise to try a different browser but it does seem you've done this, so can you try a different device perhaps, or try it on a mobile-data connection instead of WiFi? 

    Many thanks

    • JRF1's avatar
      JRF1
      Tuning in
      19 days ago

      Thanks the 'my products' came back on line on its own later and was then able to sort out new app passwords

    • JRF1's avatar
      JRF1
      Tuning in
      19 days ago

      Thanks I had my virginmedia o2 ID set up, the problem was that I couldn't access the separate app password as that is contained in 'my products'. However, the 'my products' came back on line later and was able to set up the new app passwords.

  • Graham_A's avatar
    Graham_A
    Very Insightful Person
    20 days ago

    JRF1​  There was a VM system issue yesterday that was causing the 'something went wrong' error when accessing manage my products.  This has now been fixed so worth trying again.

  • JRF1's avatar
    JRF1
    Tuning in
    19 days ago

    Thank you yes you are correct, I was later able to access my products and set up new app passwords for two of the email accounts (that have Virgin Media o2 IDs) the third doesn't and unable to get it registered or recognised, but not a critical account. Have now changed all my important log ins to a non virgin media account

    • newapollo's avatar
      newapollo
      Very Insightful Person
      19 days ago

      Thanks for updating the thread JRF1​ pleased to see that two of the email accounts are now working as intended.  It's as Graham_A​ suggested and there was a delay completing the necessary actions due to VM system issues.

      What error message do you see with the thrid email account?  It's possibly something Graham can help with as he's an expert in this field.

  • JRF1's avatar
    JRF1
    Tuning in
    19 days ago

    Thank you that is very kind.

    Initially it is 'have you entered the email address correctly' - I have

    It then asks me to enter the password that I usually use to sign in which I do (the original one) I cannot log in to get an app email password and it says that the password has not been verified.

    I saw something about trying to register the email through the Bing serach but that makes no difference.