Forum Discussion

dfbackhill's avatar
dfbackhill
Settling in
16 days ago
Solved

Unable to connect to mail server.

I've has a virgin.net email account for 20 years. On sunday i stopped receiving emails. When i try to reconnect to the server on my iphone and i pad a get a message saying "Authentication failed". When i try to log in via the website its asking me to an account number and an area code. i've never had an account number of an area code. Is anyone else experiencing this problem just now?

  • Sabrina_B's avatar
    Sabrina_B
    13 days ago

    Thanks for the update on this dfbackhill, for clarity and assurance we would like to bring you in for a private message so that we can take a further look into this. 

    Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
     

    Thanks.
     

    Sabrina

10 Replies

  • dfbackhill's avatar
    dfbackhill
    Settling in
    16 days ago

    Hi,thanks for taking the time to reply. This isn't a broadband account. Its a virgin email that i've had for 20 years and have never had an account number or have ever had a bill. I wonder why i never received a email telling me about these changes. Email worked fine until Monday. Can't even find a telephone number to call Virgin email support.

    • Martin_N's avatar
      Martin_N
      Icon for Forum Team rankForum Team
      15 days ago

      Hi dfbackhill,

      Thank you for your post and welcome to the community. 

      We're sorry to hear about the issue you're having. 

      Have you been able to try resettting the password?

      ^Martin

      • dfbackhill's avatar
        dfbackhill
        Settling in
        14 days ago

        Hi Martin, i can't get access to do that. i have no way of getting into my email account.

         

    • newuser23's avatar
      newuser23
      On our wavelength
      16 days ago

      If you don't have a Virginmedia broadband account then you probably no longer have the email account. 

      https://community.virginmedia.com/t5/Email/Orphan-Email-accounts/td-p/3492073

      • dfbackhill's avatar
        dfbackhill
        Settling in
        14 days ago

        Interesting read. Thank you for sharing the link. Looks like ive lost my email account.

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    16 days ago

    Every VM paying broadband customer has an Account Number and Area code.  It's listed on your bill.  The authentication changed on Monday and you now need to setup a new VMO2ID which you use to logon to My VM and Webmail.  Once you have done this, you need to generate a new four word app password to access you mailbox if using a mail client or phone app.

    • SamJB13's avatar
      SamJB13
      Just browsing
      16 days ago

      How do you generate the four word app password? 

      • Graham_A's avatar
        Graham_A
        Very Insightful Person
        16 days ago

        How do you generate the four word app password? 

        SamJB13​ 

        To create one or update an existing one you need to follow these steps:

        Sign into the My Virgin media account for the email concerned with your VMO2ID
        Select Account Settings
        Select Identity & Security Settings
        Select Manage your products
        Select Manage email app password
        Click on the blue button 'Get New Password'

        Make a note of the generated password.  This is what you use in the mail apps along with the vm email address as the username.