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Davids2220's avatar
Davids2220
Joining in
3 days ago

NTLworld email

Hi there

I phoned customer services i have am NTLworld email account I suddenly can't access my emails on app clients like my mail and outlook. I generated a new password and can't get onto my email.

I can access online but need to get back on an app?

Thanks,
David 

7 Replies

    • Davids2220's avatar
      Davids2220
      Joining in
      3 days ago

      Hey

      No im using the generated app password but it doesn't seem to work. 

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

    Davids2220​  "need to get back on an app"

    If you have been able to reset your password I assume that you have already set a non Virgin Media email address as the sign in to your VM account but have you generated a Mail App password for that account?

    For quite a while now VM have required you to use a separate unique password in any email apps or clients that you use to access your VM email account.

    To generate that for the problem email account you should:

    1. Sign In to My Virgin Media using the email address and password of the effected email account
    2. Go to "Account" settings, then "My Virgin Media Account detail"
    3. Tap "Manage" next to "Manage your Virgin Media Mail app password" under Virgin Media Mail
    4. Then, under "Virgin Media Mail app password" tap "Get password2
    5. Before you continue, VM might ask you to verify your identity by sending a one time peompt to your non VM email account– just follow the steps
    6. Continue the flow and a new secure password will be generated for you
    7. Update any third-party apps that you use to access your Virgin Media Mail emails with this new app password

    Please note that this mail app password is separate from your sign in details for the My Virgin Media  account.   So you'll still need to use your My Virgin Media password if / when you check your Virgin Media Mail emails through My Virgin Media or at   https://mail.virginmedia.com

    Coenoby

    • Davids2220's avatar
      Davids2220
      Joining in
      3 days ago

      Hi coenoby,

      Did all that but still won't let me in with apps said something about the IP address being blocked so not sure what next steps are?

      Registered it with customer service also

      David 

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

        Davids2220​ 

        Thanks for the update. I only posted all that because it seems a lot of VM customers with Vm email accounts are still unaware  of the Mail app requirement.

        "so not sure what next steps are?"

        To be honest "something about the ip adress being blocked" does not give us lot to work with. 😉

        However, if as I suspect, it's your VM IP address that is being blocked (you can check your IP address by going to this link https://whatismyipaddress.com/ )

        If it is your VM IP address that is being blocked you could use VM's Netreport tool to request VM directly to resolve this for you

        https://netreport.virginmedia.com/netreport/

        • select abuse type of Email Sending Errors from drop down list
        • select abuse form of Other from drop down list
        • paste the complete error message into the Log Evidence area
        • enter your name into My name field
        • enter your email address into Email address field
        • select Submit button

         

        Coenoby

  • Porker's avatar
    Porker
    Tuning in
    2 days ago

    Having a very similar issue last few days, if I try to access mail on my iPhone I get 'CANNOT GET MAIL mail server imap.virginmedia.com is not responding. Verify that you have entered the correct account info in mail settings. Server code 'ALERT' server message 'temporarily blacklisted IP address - try again later'

    I haven't changed anything on any of my email accounts or devices, I can still access via web login through my virgin media account however, but this is rather inconvenient.