Forum Discussion

guinnessaddick's avatar
guinnessaddick
Tuning in
5 days ago

Problems with ntlworld.com email accounts

Both my wife & I have email with @ntlworld.com accounts. Since yesterday she has not been able to access her emails, on her iPhone or iPad, saying her password is incorrect for the IMAP account. She has since changed her password, She can gain access to her emails via the VM webpage.  I have been receiving my email on my iPhone, so i checked my settings to hers and changed a few settings to match mine, I haven't changed any of my settings on my email. This afternoon, I have a message saying that my password is incorrect for my IMAP account, I can't gain access on my iphone or laptop (outlook). I have reset my password and can get emails via VM webpage, both of us can't now get emails on any device other than via VM webpage.

Not sure what to do now, has anyone had the same problem? If so, how did you correct it?

5 Replies

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    4 days ago

    Hi guinnessaddick, 

    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 issues with accessing your emails via an email client or app. In order to access them, you'll need to generate an app password. Please log in to My Virgin Media here > Click on Account settings > Identity & Security Settings > Select Manage your products > Select Manage email app password > Click on the blue button 'Get New Password'.

    Once generated, you'll need to pop this password into the settings on your mail client or app. 

    Keep us posted on if you have any further issues.

    Many thanks, 

  • guinnessaddick's avatar
    guinnessaddick
    Tuning in
    4 days ago

    I've managed to get my emails back on both my iphone  & laptop today, this evening I'm now getting a message to enter my password for the Imap account for NTL email account on my iphone as it's saying it's incorrect. I've not be able to get my wife's emails to work on either her iphone or ipad, despite me putting in the same settings that's on my iphone.

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      3 days ago

      Hi guinnessaddick, 

      Thanks for coming back to us on this one. We're happy to hear you've been able to get your emails working. Did you go through the process to get your app password in order for it to be used on the app?

      In terms of your wife's account, you won't be able to use the use same details. She will have to generate her own unique password using her own VM O2 ID using the same method as I posted above.

      Many thanks, 

  • mikeawilson's avatar
    mikeawilson
    Joining in
    2 days ago

    Something is very rotten in the state of VM (from the number of people who are making similar complaints) but you seem to be lucky.  For some time I have only used webmail (rather than an app) and, for the last six weeks, have been locked out for some unfathomable reason.  Nobody seems able to help, just running through the same, non-working methodologies and parrotting their oh-so-irritating scripts.  So it appears I have lost all my data and contacts.  Unfortunately, all of the bookings and suchlike for my upcoming family holiday are on that account.  This is going to work out expensive for someone and, being retired, I have nothing better to do than make sure it is not me.

    • Molly_T's avatar
      Molly_T
      Icon for Forum Team rankForum Team
      11 hours ago

      Hi Mikeawilson 👋 Thanks for joining this thread and sharing your experience.

      Sorry to hear about these issues with your Email service! 

      It looks like you are already in a PM thread with one of my colleagues who is offering support. I hope they can get it resolved for you. Thanks for your patience in the meantime! 🌞