Forum Discussion

GaryR7's avatar
GaryR7
Joining in
2 years ago

ntlworld.com email account

My wife has recently purchased a new android phone, but when I transferred all contents from her old phone her ntlworld.com email account did not transfer. I have tried to add this account but it does not accept her password and when I tried to retrieve/change the password i got a message saying that her email address is invalid. She can still access the email address on her old phone, so I do not know what the problem is and how I can get her ntlworld.com account onto the new Samsung A14 phone. Any help would be greatly appreciated. 

  • Kath_P's avatar
    Kath_P
    Forum Team
    2 years ago

    Hi GaryR7, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you're having an issue adding the email account to your wife's new device. 

    If you haven't already, you'll need to create an app password in order to add the account. 

    Please log in to My Virgin Media here using the username and password for the affected email > 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 can then update the mail password.

    Once you have the new password, you can use this to add the mail account to the new device.

    These changes have been put in place as Multi-factor authentication (MFA) is now required.

    Please let me know how you get on and apologies for the inconvenience.

    Thanks, 

    • GaryR7's avatar
      GaryR7
      Joining in
      2 years ago

      As I mentioned she can't log into My Virgin Media or add her email address to her new phone because it did not accept her password and when I tried to retrieve/change the password i got a message saying that her email address is invalid. I believe that she needs a new/valid password linked to her ntlworld email address so that she can continue to use it.

      • Zach_R's avatar
        Zach_R
        Forum Team
        2 years ago

        Hi GaryR7,

        Do you happen to know if the email address is linked to an account with an active broadband service?

        Thanks,