Loss of Email - F010762348
Resolved
Hi,
We are aware that some customers are experiencing issues with their email service and are very sorry for the inconvenience this is causing. Our teams are working flat out to fully re...
Forum Discussion
I'm still having issues with my PC client but first I'd like to get webmail working.
The primary account seems OK but a secondary displays "The provided login data to access e-mail server imap.virginmedia.com seems to be wrong. Please correct them."
Trying to change it in Edit displays "Validation of server imap.virginmedia.com failed due to invalid credentials"
There is a route to change the secondary password here https://www.virginmedia.com/my-virgin-media/forgotten-details/password which I have gone through and it tells me it was successful, but logging in shows the same error for the secondary account.
Help needed!
PaulH2011 wrote:Trying to change it in Edit displays "Validation of server imap.virginmedia.com failed due to invalid credentials"That is because a few weeks ago Virgin Media made another change to their email service which means that when you reset a VM email password you now have to generate a mail app specific password to use instead or your webmail password when accessing that email address via any third party email apps or clients on all your devices.
That also applies in your case because you are effectively using your webmail account as an email app to manage your secondary VM email account.
These days the forgotten password route is not the best way to reset you password because as far as I am aware it does not give you the option to generate that mail app password. Here's how to do that:
- Sign in from this link https://my.virginmedia.com/home/signIn using the VM email address and existing password of the secondary email account you wish to reset. That will take you to the relevant "My Virgin Media" account for that secondary email address.
- Then click on the "Account settings" tab and then the "Account details" tab. Scroll down that page and you will see a place to edit the password.
- If you scroll further down the "Accounts details" page to "Mailbox app password management." and click on "Manage" you can then generate an app password which will be in the format: video-post-mossy-sharp
You will then need to enter that new app password (including the "-") into the password field in the password box in the Edit option in webmail that you used earlier.
Coenoby
Thanks for those useful instructions coenoby (l've saved them 👍).
I'm holding off changing anything just yet as I have two (now hardly used) ntlworld email accounts. One appears to have corrected itself (can now send / receive), but the other has the message "Incoming server login error: NO Authentication failed" when using my AquaMail app. I'm able to send email from the second faulty account, but nothing receives.
Hopefully, as one account "currently" works (no passwords were changed), I'm hoping the eventual fix of the system will bring back the second account. If not, I'll try the app specific password as you've kindly detailed.
Cheers
Thanks but I'm not getting what you describe.
The link takes me to the primary account not the secondary. From the menu (three horizontal lines) Account Settings, Account Details shows the primary account and there is a Manage other My Virgin Media accounts option which lists the secondary accounts but the only option I can see is to delete them.
I did use a link which allows me to enter the secondary email and security information then a new password, which says it has been accepted, but webmail still shows the same error.
However I have noticed that the eror indicates it is imap.virginmedia.com it is having trouble with, but my client has always used POP.
