I have the same problem, my email is no longer accessible on my iPhone, nor via my VM02 account - I have the message The entered credential or authentication information does not work or are no longer accepted by provider. Please change them. I have tried to change them, but it just doesn't work. I have tried to add the email to the VM02 account (which still has my old email address as accessible) by linking it via oauth.virginmedia02.co.uk, but it takes me through 10 stages (requesting link, verifying, finding my account, etc etc) and then goes back to stage 1 again. Calling VM, you just get redirected and a link sent which is hopeless as it gives me the directions I have already tried. I am so fed up with Virgin Media now.

Hi Catherinerat, Thanks for posting, and welcome to our community 😊 Sorry to hear you're having some issues accessing your emails on your phone. Can you confirm if you can access them directly via the Virgin website? Are you using an email client or is this directly via Virgin? Alex_Rm

Hi Alex - I can only get to my emails via Apple Mail on my Mac - the account has disappeared from the Virgin website and my IPhone stopped being able to get the mail as the IMAP stopped being recognised. I am now phasing out this email address but would still like to access it via Virgin Website. I have been trying to add the email account back onto the VM02 ID website but keeps sending me around in circles.

Hi Catherinerat, Please try setting up an app password. The steps on how to do this are below for convenience 😊Sign in to My Virgin Media here http://virg.in/myVMGo to Account settings, then Account detailsTap Manage next to Manage your Virgin Media Mail app password under Virgin Media MailThen, under Virgin Media Mail app password tap Get passwordContinue the flow and a new secure password will be generated, and the mailbox unlockedUpdate any third-party apps that may be use to access your Virgin Media Mail emails with this new app password.If you have any issues at all, please let us know and we can advise further.

Yes, I have read this advice on previous posts and have tried to access this Virgin Media Mail app password option but cannot find it?First hurdle - I click on http://virg.in/myVM and it asks which account I want to log in with.I now have 2x accounts because my original account log as Virgin asked me to change the login email (months ago when this trouble began) to a non-virgin email, which I did.So if I click on my original Virgin email account* (where my "lost" email account used to be accessible), it shows my internet bill and service status etc - everything to do with my internet account. From here I can go into Home / Account settings. Here I have a choice of Identity & Security settings / Marketing etc / Online Security / Virgin Media Mail Settings / Provider Switch. I assume I should click Virgin Media Mail Settings. **I then get a window showing Virgin Media 02 ID or Manage your products. I then get a window with 2x tabs: ID Settings and Security Settings. Under ID Settings, I only have the option to change my sign in email addresses (I have 2: the original Virgin one and the new non-Virgin one. Against the non-Virgin one, it has a message saying: There’s an unverified email address on your Virgin Media O2 IDI have previously gone down this rabbit hole and resent the Verification email to my non-Virgin email, Verified it and it then it takes me through 10 stages (requesting link, verifying, finding my account, etc etc) and then goes back to stage 1 again. If I try the other tab - Security Settings, there is nothing listed to create or get an App password.So - I go back to the original Virgin Media home page, I can find a menu with Billing, Change my Package etc etc and Account Settings. If I click on this, I get the window mentioned earlier: *So, I sign out and sign back in again and this time, I opt for the new non-Virgin account option, enter my password, Virgin sends me a link. I get the link to Verify my identity, I click the Verify it's me. I then get the Link your Virgin Media Account. I click this, enter my last name, Account number and Area Ref Number. Virgin tells me they have found my account "however this account is linnked to an email address that's different to the one on your Virgin Media O2 ID (shows my old Virgin email address). I enter the new non-Virgin email address that my VM account is registered to. Get message Email address doesn't match, so I try the old Virgin one - this works, it sends a request to my old email address: Hello,A request was made to transfer managing your Virgin Media account online from this email address to the email address below:I click the Approve or Reject this transfer button, and get the page saying "Request to transfer online account". I click "I approve this transfer". LOts happen including a flash up of "this request has expired" then I am back on the VM sign in page. I sign in and am given the choice of the 2x login emails - I am then back on the "Link your Virgin Media account" page. I have been here before and repeated all these steps and get back to this link page over and over again in a loop.

Catherinerat Unfortunately the instructions that Vikki_M posted were wrong as they refer to a previous system that was replaced in mid July 2025. You need to use these instructions:To create an email app password or update an existing one you need to follow these steps:Sign into the My Virgin media account for the email concerned with your VMO2IDSelect Account SettingsSelect Identity & Security SettingsSelect Manage your productsSelect Manage email app passwordClick on the blue button 'Get New Password'Make a note of the generated password. This is what you use in the mail apps along with the vm email address as the username.

my email is no longer accessible on my iPhone | Virgin Media Community

15 Replies

Alex_RM
Forum Team
2 months ago
Hi Catherinerat,

Thanks for posting, and welcome to our community 😊

Sorry to hear you're having some issues accessing your emails on your phone. Can you confirm if you can access them directly via the Virgin website?

Are you using an email client or is this directly via Virgin?

Alex_Rm
- Catherinerat
  Tuning in
  2 months ago
  Hi Alex - I can only get to my emails via Apple Mail on my Mac - the account has disappeared from the Virgin website and my IPhone stopped being able to get the mail as the IMAP stopped being recognised. I am now phasing out this email address but would still like to access it via Virgin Website. I have been trying to add the email account back onto the VM02 ID website but keeps sending me around in circles.
  - Vikki_M
    Forum Team
    2 months ago
    Hi Catherinerat,
    
    Please try setting up an app password. The steps on how to do this are below for convenience 😊
    Sign in to My Virgin Media here http://virg.in/myVM
    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 issues at all, please let us know and we can advise further.
Catherinerat
Tuning in
2 months ago
Thanks Graham - I will DM you
- Graham_A
  Very Insightful Person
  2 months ago
  Catherinerat Please do not send me PMs. I am not a member of VM Staff.
Catherinerat
Tuning in
2 months ago
Sorry, my error -this is what I was going to send:

Thanks Graham - I have now done that, but the problem is the email address I want added to my iPhone and to access from my Virgin Media Account is not the main email address of my account. This “secondary” email address is no longer accessible from my Virgin Media account nor my iPhone. I can only get it on my Mac. So, thank you for the instructions but the App PW generated is for the old “family” email address no longer used for much.

The email address I need to access by web and add to my iPhone has a black triangle next to it - which says: The entered credential or authentication information does not work or are no longer accepted by provider. Please change them.

[IMAGE REMOVED]
- John_GS
  Forum Team
  2 months ago
  Hi Catherinerat
  
  Thanks for coming back to the thread.
  
  I'll send you a PM now to help.
  - Catherinerat
    Tuning in
    2 months ago
    Thanks - I haven'r received a PM as yet John?
- Graham_A
  Very Insightful Person
  2 months ago
  Catherinerat The app password will be generated for whichever email address you are logged into at the time. So for the secondary email address you need to be signed into the My VM account for that address not the main address.
  - Catherinerat
    Tuning in
    2 months ago
    thanks but that is the problem, I can't login to that address as it sends me on an eternal loop of trying to link it to my Virgin O2 ID. I know the details of my Virgin O2 ID for my old email address, but not for the secondary one. I have been trying to link it to the old email address account but that's when the eternal loop starts as I guess I can't link 2 accounts to the one Virgin O2 ID?

Forum Discussion

my email is no longer accessible on my iPhone

15 Replies

Related Content

Email access on Iphone mail app?

Can’t now access my ntlworld email through my iPhone

Blueyonder emails no longer working

Email access

Can No Longer watch sky sports on Virgin tv go