Forum Discussion

Porker's avatar
Porker
Tuning in
4 days ago

Loss of Email - F010762348 - old issues!

When this enormous outage happened 2 years ago, I lost visibility of my @virginmedia.com account on my web mail page, still had access to my @ntlworld.com account once the dust settled.

Is there a way I can add this back in so I have visibility of all accounts using the same web page, like I used to? As it stands, the account name just sits there with a warning triangle next to it.

Both accounts are still active when viewed from my Mac, or they were until yesterday, but that's another issue...

Cheers

11 Replies

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

    The warning triangle means that you need to enter the correct username and password for the virginmedia.com email concerned.  The username is the actual email address and the password is the app password for the email address.

    You need to use the app password as in this instance VM webmail is acting as an email client for the additional account. 

  • Porker's avatar
    Porker
    Tuning in
    4 days ago

    Thanks, i've tried that, still wont' allow access.

    This message is displayed when you go into account setting son web page: The entered credential or authentication information does not work or are no longer accepted by provider. Please change them.

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

      When you access the account on your Mac are you doing so via VM webmail or via an mail client such as Thunderbird or Outlook classic?  If it is working via a mail client you need to use that password for the additional account in webmail.

  • Porker's avatar
    Porker
    Tuning in
    4 days ago

    I use the OS mail app on the mac, where access to the account isn't an issue. 

    If I use web mail I get the problems.

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

      Try removing the virginmedia.com account from your ntlworld email web page and then add it back again. When adding it back make sure you use the full virginmedia.com email address and the same 'four word' app password that you are using successfully in the OS mail app on the mac.  If you didn't keep a note of the app password you will need to generate a new one and use that, however, you will then have to use the new app password in the OS mail app as well.

      • Porker's avatar
        Porker
        Tuning in
        2 days ago

        Thanks Graham, that doesn't work using the same password for the @ntlworld address.

    • Robert_P's avatar
      Robert_P
      Icon for Forum Team rankForum Team
      2 days ago

      Hello Porker,

       

      Sorry to hear of the email issues experienced, we appreciate you taking the time to raise this via the forums.

       

      Did following the steps outlined by Graham_A help resolve the issue? If you need to reset the password, please follow these steps:

      • Sign in to My Virgin Media
      • 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.

      • Porker's avatar
        Porker
        Tuning in
        2 days ago

        Thanks for the info, I've managed to access both accounts on Mac mail by resetting the password as outlined above, but this still doesn't permit access to both accounts via web mail.