Forum Discussion

sooby1969's avatar
sooby1969
On our wavelength
5 months ago

Set up ntl email on iphone

I have had to delete my ntlworld email from my iPhone for security reasons and now want to add it back, but it won't let me. When I go to add my account, it keeps coming up 'no password provided for .... please go to account settings' 

Which I can't find. I seem to be going around in circles and it's infuriating. I've even gone onto my virgin media and done the app password reset but nothing is working.

Please please help

  • Graham_A's avatar
    Graham_A
    Very Insightful Person

    sooby1969 Did you definitely set a new app password for the email account concerned?  Each VM email address has a separate My VM account.

    When re adding the address to your phone email client you need to use the full VM email address as the username together with the app password.

    If you still get problems check if you can access the email address concerned via VM webmail.  For this you will need to use the third party email username for the email address plus the My VM account password for the email address.  https://mail.virginmedia.com/

  • Hi sooby1969,
     

    Thank you for your post and welcome back to our community forums. We're here to help.

    I'm sorry to hear that you're having some trouble using your email account on a mail app. Has the advice offered by Graham_A helped at all, or do you need further assistance?

    Thanks,
     

  • sooby1969's avatar
    sooby1969
    On our wavelength

    I need further assistance please. I have done the above but it hasn't helped. I access my VM account under one email address, but then go into my NTL email from this page, as set upby Virgin Media. But from this page, I do not have the option to generate an app password?

     

    • Graham_A's avatar
      Graham_A
      Very Insightful Person

      You need to log out of your Virgin media account and then sign back in to My VM with the Ntlworld email address and current password.

      Each email address now has its own My VM account

      Secondary accounts changes now have to be made via the My Virgin Media account for the secondary email.

      Sign into the account here: https://www.virginmedia.com/my-virgin-media using the email address concerned and the current password. Once logged in click on Account Settings then Account details. You should now see the options to change password etc.

      If that isn't available try https://www.virginmedia.com/my-virgin-media/forgotten-details/password

      If no security answers have been set for the email address concerned then you will need to call in for support and select technical issues> email

      • sooby1969's avatar
        sooby1969
        On our wavelength

        Graham A ... When I sign out in using the link you gave and my NTL email address and password, the account settings and account details are not there. All I have is email address, password and password security question. In the box below this I have 'registered devices' and in the box beneath that, I have the option to sign out of all devices. The only time I get the option to do into account details is if I sign in to my VM using the new user name they said I can use after VM had trouble last year. But this is where some random email address is showing. It's so confusing. I just want emails back on my iphone like they were before 😞

  • sooby1969's avatar
    sooby1969
    On our wavelength

    When I sign into MY VIRGIN MEDIA and try to manage app password, the email address displayed there isn't the one I set up, but one that has been generated by VM. I have now just been on the phone for 20 minutes to get this sorted out, and it ended with them saying this email address doesn't show their end and if I signed up for some support package at £9.99 per month, they would be able to sort it as this obscure email address doesn't show their end. How infuriating!!!!! Please help before I smash my phone up and cancel my contract Grrrrrrrrr

    • Graham_A's avatar
      Graham_A
      Very Insightful Person

      Zach_R should be able to help further when he responds to this thread.  He will probably want to take it to a private message exchange to gather the specific details.

  • sooby1969's avatar
    sooby1969
    On our wavelength

    STILL waiting for VM to contact me. There's an unknown email address associated with my account and it appears VM aren't concerned. But this is preventing me from having the email app on my iphone. Maybe stopping paying the bill may help?

    • Martin_N's avatar
      Martin_N
      Forum Team

      Hi sooby1969,

      Thank you for your post. Our apologies for the delay with reaching out to you. 

      We will private message you now to confirm your details so we can look into this. 

      ^Martin