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ChrisJL_2005's avatar
ChrisJL_2005
On our wavelength
12 days ago
Solved

Inability to log into my Email

I have an ntlworld email address.

I returned home after 3 weeks away and was prompted to set up a Virgin Media O2 ID. I went through the (very long and convoluted) process and was then able to access my emails through my email client Outlook 365

I relog in again this evening and cannot log in via Outlook. I do a repair of Outlook and it fails (I think) at the password being incorrect. I had not reset the email pwd the previous evening so was puzzled. Tried to log into my Virgin Media O2via browser and got the following message:

"It looks like there’s an issue processing this request. Please contact our team for help with your online account, quoting reference IDF-12B."

But it is of course after they have closed down Virgin Media services support.

Can anyone help in the interim or do I have to wait until 8am tomorrow.

Thanks. 

 

  • ChrisJL_2005's avatar
    ChrisJL_2005
    11 days ago

    Hi.

    Finally got in and found I needed to get a new generated VM app password to put into Outlook. No idea why the old one suddenly stopped working. Does it expire? Was using the same one since 20/07/24 - the first one when VM forced the migration. 

    Anyway getting to where you need to change your app password is hardly intuitive. 

7 Replies

  • Prso9's avatar
    Prso9
    Dialled in
    9 days ago

    Hi Vikki_M,

    Thanks for your response, I followed your instructions, although they were a wee bit off, but I have now managed to add my email account back into the Gmail app.  I just wanted to check, we can no longer choose our own passwords for our email account? We have to take the VM generated password?  Also thought I would share below the steps I had to take to get my password changed, as I say, your instructions were slightly different and might be outdated 🤷‍♀️.

    I hope this helps others get their email accounts back

  • ChrisJL_2005's avatar
    ChrisJL_2005
    On our wavelength
    10 days ago

    Made an earlier post (Saturday) about the fact I could not get into my Virgin Media O2 account and change the email App password. I did manage in the end get in and generated a new password and it worked for a day.

    Last night (Sunday) tried to log into my VM email via Outlook and it failed. Could only think that a password issue. So today (Monday 21/07) went in and generated a new App password. Bingo I can log in via Outlook.

    But I think the issue really is , WHY is the App password not 'sticking' for more than 24 hours. It is a nonsense if I have to do a password change every other day. 

    Any thoughts...????

    Thanks. 

  • Vikki_M's avatar
    Vikki_M
    Icon for Forum Team rankForum Team
    10 days ago

    Hi ChrisJL_2005,

    We're sorry to hear you're having issues accessing your email account.

    Please turn off any VPN you may have active and try again. If this fails, it should work on an alternate device providing it is not connected to a VPN if you can try this also?

    Please pop back to us when you can. 

     

  • ChrisJL_2005's avatar
    ChrisJL_2005
    On our wavelength
    11 days ago

    Hi.

    Finally got in and found I needed to get a new generated VM app password to put into Outlook. No idea why the old one suddenly stopped working. Does it expire? Was using the same one since 20/07/24 - the first one when VM forced the migration. 

    Anyway getting to where you need to change your app password is hardly intuitive. 

  • ChrisJL_2005's avatar
    ChrisJL_2005
    On our wavelength
    12 days ago

    Thanks for the advice Prso9. Tried to log in via the main VM login page and it fell over. ERROR Message at login via main VM account page (https://www.virginmedia.com/my-virgin-media/home)

    "Oops, looks like something's gone wrong on our side.

    Please try again"

    And retrying (at https://www.virginmedia.com/my-virgin-media/home) all I get is the logo going round and round.

    Is there something generally amiss with VM at the moment?

     

     

     

  • Prso9's avatar
    Prso9
    Dialled in
    12 days ago

    I haven't been able to access my emails via the Gmail app since Monday, since I was also forced to change my password whilst trying to long into the Virgin TV Go app.  There is a known issue, but they're obviously not in a rush to resolve it. You can access your emails via your account on the Virgin Media website, or Myvirginmedia app, but it's long winded, considering how quickly you would normally access emails through an app 🤷🏻‍♀️

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team
      10 days ago

      Hi Prso9,

      We're sorry to hear you're having issues accessing your email account via an app.

      Please try the below. 

      Sign in to My Virgin Media here 
      Go to Account settings, then Account details
      Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail
      Then, under Virgin Media Mail app password tap Get password
      Continue the flow and a new secure password will be generated, and the mailbox unlocked.
      Update any third-party apps that may be use to access your Virgin Media Mail emails with this new app password.

      If you have any further questions, please pop back to us and we'd be happy to help.