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teesvalley's avatar
teesvalley
Joining in
29 days ago
Solved

I have been unable to send or receive emails use Outlook (Microsoft 365)

Sorry to pose my question here, but cant find another way to do it.

I have been unable to send or receive emails use Outlook (Microsoft 365) since broadband problems in my area (now resolved) in early September.  Also, all the emails in sub folders I have created are greyed out.  This affects my email address and 2 used by my wife.  I have been in contact with Microsoft but they suggest its a service provider problem.

11 Replies

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    28 days ago

    Hi teesvalley 

    Welcome back to the Community Forums. 

    Sorry to hear of your concerns with your email access. 

    Are you able to access these emails through our webmail services rather than the Outlook client?
    You can log in to your online account here, where there are also steps on how to manage and access your email. You will need to create a Virgin Media O2 ID if you are prompted to/have not already done so. 

    Keep us posted with how you get on. 

  • teesvalley's avatar
    teesvalley
    Joining in
    27 days ago

    Hi Carley_S

    Just logged in via webmail as you suggested and everything is there, even the sub folders I had previously created.  I've used webmail before but have never been able to access these before!

    I've checked the Port / SSL settings on my Outlook account and they match.  I've also tried the repair option.  Still all 3 accounts frozen as before.

    Thanks

    • Gareth_L's avatar
      Gareth_L
      Icon for Forum Team rankForum Team
      26 days ago

      Hello teesvalley 

      We're just following up after the advice from Adduxi 

      If you need help, we have a very handy link here explaining the full process.

      Please let us know how you get on.

      Gareth_L

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    27 days ago

    Have you logged into all three mailboxes via Webmail successfully?  If so, you might need to generate new app passwords for each mailbox, and then set them up from scratch again in Outlook.

  • teesvalley's avatar
    teesvalley
    Joining in
    26 days ago

    Hi Adduxi

    Many thanks for your suggestions.   I don't have a problem accessing emails via my Virgin media and have managed to access all 3 accounts, although 3 of the latest sub folders appear to be missing in my own account (a minor issue).  I presume I have to change mailbox passwords in my Virgin media first, then move on to Outlook?  How do I go about changing passwords?

    Thanks

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

      teesvalley​

      To create an email app password or update an existing one you need to follow these steps:

      Sign into the My Virgin media account for the email concerned with your VMO2ID
      Select Account Settings
      Select Identity & Security Settings
      Select Manage your products
      Select Manage email app password
      Click on the blue button 'Get New Password'

      Make a note of the generated password. This is what you use in the mail apps along with the vm email address as the username.

  • teesvalley's avatar
    teesvalley
    Joining in
    26 days ago

    Hi Graham_A

    I've generated a new password for one of the email accounts we have on Virgin Media.  How do I now update the password on Outlook (we use Microsoft 365).  Is it the same process for the other 2 addresses?

    Thanks

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

      teesvalley

      https://www.geeksforgeeks.org/websites-apps/how-to-change-password-in-outlook/

  • ian2958's avatar
    ian2958
    Tuning in
    26 days ago

    I also have the same issue with Outlook 365. I contacted Virginmedia and they wanted me to sign up to a repair service costing nearly £10 a month because she said it was a third party issue. I'm already paying £95 a month. Can't wait to cancel my contract in January 2026.

  • teesvalley's avatar
    teesvalley
    Joining in
    22 days ago

    Thanks Graham_A

    All 3 email accounts now working fine.  I switched back to the Classic Outlook (which I prefer anyway) to make the changes - much easier.

    Thanks for your help

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      22 days ago
      teesvalley wrote:

      I switched back to the Classic Outlook

      Yep, that's the way to go.  Much, much better.  I believe the "new" Outlook is just a wrapper around the web based Outlook.