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MatWork's avatar
MatWork
Joining in
22 days ago
Solved

Outlook won't connect to IMAP

Hi,

Today, my blueyonder.co.uk email stopped syncing in Outlook (on a Windows 11 Laptop). I removed the account in Outlook and tried to set it up again as IMAP. Outlook says 'Waiting for you Email Provider' and then it fails with the message 'Sign in failed. Please try again in a few minutes. You may need an app password'. I am using the app password. In fact, I went into My Virgin Media and created a new app password to use. I can access the emails on my android phone and tablet using this new app password, but it is only failing in Outlook.

If I then click on 'Troubleshoot', it shows the error code INVALIDCREDENTIALS TEMPORARILYUNAVAILABLE.

I have a business email account (via another provider) and that is connected tOutlook fine via IMAP, so it is an issue with Virgin.

Anyone know what is going on?

Thanks.

Blueyonder
IMAP
outlook
  • MatWork's avatar
    MatWork
    19 days ago

    Hurrah! Just connected the IMAP account this morning (27/10/2025) and has connected successfully. Looks like VM fixed it.

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  • Bookworm3's avatar
    Bookworm3
    On our wavelength
    19 days ago

    An update to my earlier "moans".  I have just had a new Windows 11 update sent to my laptop which I have downloaded and installed - and it has allowed me to set up the account which was being denied. My joy is complete!

    Hopefully this will also help those of you having similar problems

    • KGB's avatar
      KGB
      On our wavelength
      18 days ago

      Interested - What was the update ??

      • Bookworm3's avatar
        Bookworm3
        On our wavelength
        18 days ago

        The update was Windows 11, version 25H2.  Of course, it could all just be a coincidence, but i'd been able to install the missing email account on the Outlook app and on the gmail app, which is why I didn't think it was a VM problem in my case.

  • Anna8's avatar
    Anna8
    On our wavelength
    17 days ago

    I have the same or similar problem with my ntlworld account with Outlook. I can't receive or send emails from this account. It began on 27 October and I've changed the password on Outlook but that hasn't helped. Advice on this forum about how to generate an app password hasn't helped as I can't find how to do this. My webpage doesn't have any of the options described. 

  • Anna8's avatar
    Anna8
    On our wavelength
    17 days ago

    Actually, I think my problem is with POP not IMAP, whatever they are! The messages I get from Outlook are about POP.

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      16 days ago

      Hey Anna8, thank you for reaching out and we are so sorry to hear about your Outlook emails.

      Are you using the Outlook app or the desktop version of Outlook?

      Have you changed the POP settings?

      What version of Outlook are you on?

      Is it only Outlook this isn't working on? 

      • Jonesey's avatar
        Jonesey
        Dialled in
        6 days ago

        Hi Matthew. This isn't Anna, but I have the same problem:

        Are you using the Outlook app or the desktop version of Outlook? Desktop

        Have you changed the POP settings? No

        What version of Outlook are you on? 1.2025.1027.200 (This is the New Outlook)

        Is it only Outlook this isn't working on? Yes

         

        Hope this helps!

  • Jonesey's avatar
    Jonesey
    Dialled in
    6 days ago

    This happened to me about 2 weeks ago. Eventually, it came back all itself and was working fine - until today when it no longer downloads emails from Virgin.

    I can still access emails via Virgin's Webmail and on my Android phone, but not on Outlook

    So somebody has broken something again.