Forum Discussion

Pugs1's avatar
Pugs1
Tuning in
12 months ago
Solved

The entered credential or authentication information does not work or are no longer accepted by provider.

Hello,

My Win 10 no longer supports and deleted my email client, so I've downloaded the Thunderbird email client.

Thunderbird automatically detected my primary email, so no problem there, but it cannot log into my secondary email.

When I log into my Virgin media account "https://mail.virginmedia.com/" and click on "Accounts" it shows both my email accounts, but the secondary email states "The entered credential or authentication information does not work or are no longer accepted by provider."

I have tried to "Edit" the information in that email account, but it just keeps continuing to display the same info, and when I try to set it up in Thunderbird it states "Unable to log in at server. Probably wrong configuration, username, or password".

Both email have been working with no issues up until this morning.

Can anyone please help with this? Many thanks in anticipation and for taking the time to read.

  • Yes the password for a secondary email address will always be different from the primary email unless you chose to use the same password for both.

    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

  • Graham_A's avatar
    Graham_A
    Very Insightful Person

    Pugs1 Setting up the secondary account in Thunderbird has likely triggered the new requirement from Virgin Media to create and use a generated app password for use with email clients such as Thunderbird.  Also when adding a secondary account to the primary VM webmail interface this also acts as an email client for the secondary account and so will need the app password.

    There are some help pages which take you through the steps required to make the necessary changes:

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

    https://www.virginmedia.com/dpb/help/change-my-virgin-media-email-address

    VM have recently changed the log in requirements for accessing VM Mail via third party apps.
    Email client access now requires an app specific password which can be generated in the MyVM > Account Settings > Account details > Mailbox App password management

    • Pugs1's avatar
      Pugs1
      Tuning in

      Thanks Graham.

      I generated a new "App password" but to no avail. The new password will not even "acknowledge"  in "myvm" "accounts". It states "invalid credentials" then the password either disappears or reverts back to my original password.

      Is there a customer help line number for email issues? Cheers.

      • Graham_A's avatar
        Graham_A
        Very Insightful Person

        Pugs1 The App password is only for use with email clients and apps.  The My Virgin Media account email remains the original password.

        The VM Forum Team are the best option for support on issues such as this.  They will pick up this thread in due course.