Forum Discussion
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.
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_A8 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- Flowerpower118 months agoJoining in
Hi Graham,
Thank you for taking the time in attempting to help me to resolve the issue. I have now lost access to both my VM email boxes on my iPhone after having generated a new App password in my VM account. I telephoned VM’s Customer Support Team this afternoon and although the person I spoke to was very polite and listened to my issue he was unable to help me or put me through to their IT Department as apparently a customer cannot directly speak to them!!! Apparently their IT did attempt to ring me unsuccessfully on my landline some days ago but it isn’t their policy to leave messages to tell the customer they have done so as the customer can’t phone them back! Instead customer services have to raise a request for their IT to contact me and that they will do so within 3 days!!! In a polite way I told the customer servives person that I find it wholly unacceptable that a paying customer has to wait up to 3 days in order to access advice. Just something to be aware of if ever you are thinking of contacting them. I wasn’t aware of this policy but it will certainly influence who I give my business to when my contract comes up for renewal later in the year.
A very unhappy VM Customer
Thanks again Graham and best wishes
- Carley_S8 months agoForum Team
Our apologies that you feel this way Flowerpower11
We do advise that second line faults team do have 5 working days to look into a raised ticket. These tickets are raised when customer services have tried the troubleshooting steps but this has not resolved the issue.
Please do keep us updated when the team have been in touched and if you need any further assistance, we can support again here if needed.
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