Forum Discussion

rosneath's avatar
rosneath
On our wavelength
11 months ago
Solved

Password not being recognised

I use an email client (Apple Mail) to send and receive emails.  For the last 2 days I’ve been getting an error message that my password is missing.  I checked the settings and it was there for sure.  I reviewed queries on here for similar issues and tried the suggested solutions including deleting account and setting up again. None worked.  Tried to get on to Virginmedia Mail to check my emails - it said it didn’t recognise my email address or password.  Now I’ve found that my passwords have been deleted from my Mail settings and when I input them, I get ‘server not responding’.

I can’t think what else to do!

  • Graham_A's avatar
    Graham_A
    11 months ago

    rosneath It is worth checking that you can access the email address concerned via VM webmail using this address: https://mail.virginmedia.com/

    Remember that you will need to use the username for the email address concerned and the VM account password, not the app password.

    If you see a message saying that the email account is unavailable it may have been locked by VM security.  If so follow the process detailed in the on screen message to unlock the account.

5 Replies

Sort By
  • rosneath's avatar
    rosneath
    On our wavelength
    11 months ago

    Update - passwords are back showing in Mail Settings but email still not connecting due to ‘no password provided’.

    Is this an Apple Mail problem?

  • goslow's avatar
    goslow
    Alessandro Volta
    11 months ago

    First question would be, are you currently a VM broadband customer? VM has been deleting email accounts which are no longer linked to an active VM broadband service.

    If you are a VM broadband customer, VM has been implmenting 'app passwords' for email clients. See if the link below helps

    https://www.virginmedia.com/help/broadband/manage-email-account

    in the section How to set up my Virgin Media email on a device>>Setting your app password to use an Email app

    • rosneath's avatar
      rosneath
      On our wavelength
      11 months ago

      I am a VirginMedia customer for broadband, phone, tv and email.  I set up the app version of my email etc about a year ago.  So I should be all set up correctly.  Nothing has changed - just Sunday afternoon (2 June) suddenly my email app said there was no password provided.  I’ve checked through the possibilities of something being wrong with the email app and nothing helps.  I deleted the virginmedia account on one device but can’t set it back up as VirignMedia says the email and password can’t be verified.  I am stumped.

      • Graham_A's avatar
        Graham_A
        Very Insightful Person
        11 months ago

        rosneath It is worth checking that you can access the email address concerned via VM webmail using this address: https://mail.virginmedia.com/

        Remember that you will need to use the username for the email address concerned and the VM account password, not the app password.

        If you see a message saying that the email account is unavailable it may have been locked by VM security.  If so follow the process detailed in the on screen message to unlock the account.

  • rosneath's avatar
    rosneath
    On our wavelength
    11 months ago

    Hello Graham, thank you for your helpful reply.  I eventually got into My VirginMedia and discovered my email account was locked so changed passwords.  Changed the email app password too.  Then found it was my iPhone that was causing the problem!  But without your guidance I would never have got that far!  Thanks again,