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doddl's avatar
doddl
Tuning in
6 days ago

Password change: Outlook email problems

Just been through the tortuous change password/set new secondary email address business, now finally able to access emails through Virgin website on both virgin.net and outlook.com (new second address). But I also like to use MS Outlook to access emails: new outlook.com emails arrive without problems, but virgin.net emails have not arrived in Outlook since the whole change password process, although both email accounts are shown as existing. How can I get them to be accepted in Outlook, please?

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  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    6 days ago

    So you have two mailboxes?  Both are accessible via My VM using the two 3rd party logins? 

    You are now looking to use Outlook client using IMAP to connect to the two mailboxes and see the contents?

    • doddl's avatar
      doddl
      Tuning in
      6 days ago

      I haven't tried to access the outlook.com account via My VM as any emails (only test messages to myself, as no one else has the address) happily turn up in Outlook. And anyway at the moment My VM isn't working at all in my part of the world (LondonUK) - some local broadband problem, apparently, though I can access emails via Chrome on my phone...) But I always used to be able to receive virgin.net emails in Outlook, but not since the password change. I obviously need to do something somewhere but don't know what...

      • Steven_L's avatar
        Steven_L
        Icon for Forum Team rankForum Team
        5 days ago

        Hey doddl,

        Welcome back to the Community and thanks for taking the time to post here on the forums. I'm sorry to hear of the issues that you're having with your email account at the moment. 

        We were having issues with access to online accounts yesterday but this should have been resolved with that in mind. Please could you try to do the below steps to reset the password for your email account thats used by 3rd party apps such as Outlook.

        • Sign in to My Virgin Media
        • Go to Account settings
        • Click Virgin Media Mail Settings
        • Security and sign in details
        • Manage your Virgin Media Mail app 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.

        Please give this a try and let me know how it goes 👍

        Kind Regards,

        Steven_L