Forum Discussion
Hi Steven,
many thanks for your response. Please accept my apologies for my late response. I have only just been able to check my emails on my iPad and noticed you sent me a reply notification.
I am a Virgin Media Customer and so I logged into my account on PC. I don’t normally access emails via my account so I have added it to try and view the contents. The result is that the mailbox and its contents are displayed without any problems. For your information - I also use another mailbox and this ends in @ntlworld.com. Again I have no problems accessing this mailbox on my PC via my Virginmedia Account. I can also view both mailboxes on my iPad.
Up until several days ago my iPhone displayed both mailboxes without any issues. Now I can still view the up to date ntlworld.com mailbox contents but when I try to view my virginmedia.com mailbox I keep getting the same error message as before and can’t view contents. Even though it looks as though my phone tried to connect to your server and at that point there must have been 28 new items in the inbox (but it wouldn’t download them or any of the previous contents from before). From my iPhone I have sent a test email from ntlworld.com mailbox to my virginmedia.com mailbox and I can successfully view this new email in my virginmedia.com mailbox on my PC.
I use an iPhone SE and use the mail app which comes with the phone.
I really appreciate your time in looking into what could be the cause of my issue and look forward to your response in due course.
Thank you and kind regards
- Tom_W17 months agoForum Team
Hi Flowerpower11 thanks for your reply, it does sound like you may need to set up your phone's mailbox again by creating a new password - please follow these steps:
We've recently updated our email policy and there are a few steps you can follow which will automatically unlock the email address.
Please log in to My Virgin Media here > Click on Account settings > Virgin Media Mail settings > scroll down to the App password section and click the Generate new App password button.
You should get a pop up message asking you to verify your email address and you'll need to use a 3rd party email address to continue. You'll be sent a one time passcode to enter on the next page to verify it's you. Once verified you'll then be given an app password which will look something similar to: mail-horse-yellow-panda and you should note this down.
To get things working on an email client or app again, you will need to enter the new mail password in the settings. This will allow your emails to load again. In some cases, you may need to remove the email account from the mail client or app completely and re-set it up as fresh. If this is the case for you, please ensure you use your VM email address as the username and the newly generated app password.
These changes have been put in place as Multi-factor authentication (MFA) is now required. Just as a side note, when logging in to My VM, you will need to use the third party email address as the username and your original My VM password.
Give that a try and let us know how you get on.
- Flowerpower117 months agoJoining in
Hi there Tom & Team,
many thanks for your latest response. Unfortunately your advice doesn’t work with my account settings on my VM account. I logged into my VM account and went into Account Settings > VM Mail Settings > Manage your VM Mail App Password. Unfortunately only my @ntlworld.com email address is shown there and the field cannot be edited from my end for me to type in my virginmedia.com email address - so I cannot generate a new password for it.
I went into my Account details and my @virginmedia.com email address is shown under manage other My VM accounts as an additional account. But other than deleting this account (which I don’t want to do as I want to keep both email addresses going) and creating new account the page doesn’t allow me to do anything else. So not sure what I can do from my end to rectify the issue. Please advise further.Thank you & kind regards
- Graham_A7 months agoVery Insightful Person
Flowerpower11 You need to sign out of your Ntlworld account and the return to the My Virgin Media account page and sign in with your Virginmedia.com email address and password.
Each email address now has its own My VM account
Secondary accounts changes now have to be made via the My Virgin Media account for the secondary email.
Sign into the account here: https://www.virginmedia.com/my-virgin-media using the email address concerned and the current password. Once logged in click on Account Settings then Account details. You should now see the options to change password etc.
If that isn't available try https://www.virginmedia.com/my-virgin-media/forgotten-details/password
If no security answers have been set for the email address concerned then you will need to call in for support and select technical issues> email
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