Forum Discussion

freddie11's avatar
freddie11
On our wavelength
2 years ago
Solved

Unable to change password

Going round in circles. Seems I’m in the same boat as others. Wanted to change password, but needed to change email address.   Started Monday of this week, but still getting the same message.You've ...
  • Graham_A's avatar
    Graham_A
    2 years ago

    freddie11 Don't worry about the time delays, this isn't an instant message support function.  Most of the responders like me are volunteers, the VM Forum Team staff do respond but there is often a waiting time.

    Anyway, what error messages are you getting when trying to send emails and is this via VM webmail or using an email app such as Thunderbird or Bluemail?

    For the avoidance of doubt when using VM webmail you need to use the new third party email address as the username together with the account password.  When using a third party email client or app the username remains the original VM/Ntlworld/blueyonder/Virgin email address with the specific app generated password for the email address concerned.

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

Graham_A's avatar
Graham_A
Very Insightful Person
2 years ago

freddie11  This VM Forum uses an entirely different sign in system to your Virgin media account.

If you want to change the sign in address and password for this community forum then you can do so via the edit function under your forum profile. https://community.virginmedia.com/t5/user/myprofilepage/tab/personal-profile

 As there is no link with your VM broadband account there is no risk to your VM account.

 

 

 

freddie11's avatar
freddie11
On our wavelength
2 years ago

Hello Graham, and thank you for that.  All seems well after doing that. Sorry to take so long to reply, but I have encountered another problem. Not sure how I have managed to cause this one. Unfortunately for me, I can now no longer send or receive emails with my VM email address. Any advice as to where I go now to sort this one out?

  • Graham_A's avatar
    Graham_A
    Very Insightful Person
    2 years ago

    freddie11 Don't worry about the time delays, this isn't an instant message support function.  Most of the responders like me are volunteers, the VM Forum Team staff do respond but there is often a waiting time.

    Anyway, what error messages are you getting when trying to send emails and is this via VM webmail or using an email app such as Thunderbird or Bluemail?

    For the avoidance of doubt when using VM webmail you need to use the new third party email address as the username together with the account password.  When using a third party email client or app the username remains the original VM/Ntlworld/blueyonder/Virgin email address with the specific app generated password for the email address concerned.

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

    • freddie11's avatar
      freddie11
      On our wavelength
      2 years ago

      Thanks Graham. I’ve had a good sleep, had time to go over everything I can think of, oh and taken all my pills:)

      On my iPad I have Gmail, Virgin Mail and Outlook. The primary one is GM. 

      When trying to use VM. I have a message saying that ‘the username or password is incorrect. Go to settings. Unable to see what the password is. Tried the new VM password but not right.

      Message says ‘This account may not be able to send or receive emails’

      I can send GM to GM, and GM to MSN. I can also send MSN to MSN, and MSN to GM, I cannot send GM or MSN to VM.

      I cannot send VM to VM, GM,  or MSN.

      Weirdly, if I go to My Virgin Media and use the VM email there:-

      I can send VM to VM, VM to GM, and VM to MSN.

      I can receive VM, MSN and GM emails.

      So it seems I have done something on the iPad to that account.

      The only odd thing that I can remember, is being prompted to use a strong password for the email accounts. This was yesterday when I had problems with resetting them. I have kept a not of that and tried it on the iPad VM email settings, but no good. I have no idea where that password may have gone to be used.

      Sorry for all that.

       

       

       

       

       

      • Graham_A's avatar
        Graham_A
        Very Insightful Person
        2 years ago

        VM now require you to use an app generated password for use with email apps and clients.  This will be a different password to the one you use for VM webmail and the My Virgin Media account.  The generated app password is in the form xxxx-xxxx-xxxx-xxxx.

        VM have recently changed the log in requirements for accessing VM Mail via third party apps.

        If you change the password for the account in My Virgin Media > Account settings > Account details you will not be able to use the new password to access the account via an email client. Email client access now requires an app specific password which can be generated in the MyVM > Account Settings > Account details > Mailbox App password management.

        You need to enter this password in your mail app settings.