Forum Discussion

aburk's avatar
aburk
Tuning in
23 days ago
Solved

IMAP email not working

Yesterday my secondary email account (used by my wife) stopped receiving new mail on her iPhone mail app. Today my primary account's email stopped receiving new emails via my IMAP client on my mobile, though I can still see new emails via webmail.

Is this a widespread issue? 

I am not prepared to start 'changing passwords' or following the generic guidance on the help pages of this is a transitory system failure.

Please advise if the two issues are linked and how I should progress. 

Thanks

  • aburk's avatar
    aburk
    22 days ago

    I'll put an update on here for anyone else who gets the same issue. I made no changes and after a day both accounts started working again. Looks like it's time to find another email provider...

6 Replies

  • Sabrina_B's avatar
    Sabrina_B
    Icon for Forum Team rankForum Team
    22 days ago

    Hi aburk 👋.

    Thanks for reaching out to us and welcome to the Community Forums, sorry to hear of the issues that you are facing with passwords for your email accounts on Apple devices, and other third party webmail clients. This is a security issue that would require you to update your passwords via the Virgin Media webclient and then reapply to your devices. You may need to do this using a third party email domain that is not linked to your account such as Hotmail, Gmail etc to create an email back up with a more secure password that will be accepted by the security changes third party mail clients have made. 

    We also ask that you maintain logging into your account via our webmail client to ensure regular activity of access, once a month is more than sufficient. 

    • aburk's avatar
      aburk
      Tuning in
      22 days ago

      I'll put an update on here for anyone else who gets the same issue. I made no changes and after a day both accounts started working again. Looks like it's time to find another email provider...

      • Matthew_ML's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team
        21 days ago

        Hey aburk thank you for reaching out and for your update, we are sorry to hear it was down for a little while but happy to hear its back online now.

        We would always advise to have a back up email such as Gmail or Outlook.

        Any future issues do let us know and we would be happy to look into this.