Forum Discussion

DCH19501's avatar
DCH19501
Joining in
19 days ago

Unable to connect to smpt.virginmedia.com

On my laptop I have a box appearing that says:-

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Internet Email - (my ntlworld.com email address)

Enter your user name & password for the following server.

Server - smtp.virginmedia.com

User Nmae - (my ntlworld.com email address) ??

Password - ?????????

Save this password in your password list

OK             Cancel

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Assuming I am using the correct User Name, I unfortunately have no idea what my password is!! At the moment I cannot receive or send emails for this email address.

Can anybody help please in resolving the password issue?

Thanks,

Dave

  • goslow's avatar
    goslow
    Alessandro Volta
    19 days ago

    If you are setting up email software on your laptop, you need to generate an app password to use with the email program.

    In the setup you then use your full ntlworld email address along with the app password. You also need to use the correct server settings. See

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

  • DCH19501's avatar
    DCH19501
    Joining in
    19 days ago

    Thank you goslow; the ntlworld.com email accountl already exists (at least 20 years old) on my laptop. When you refer to the app password do you mean the generated 4 word password? If so, I have tried that & it does not work. Sorry but I am not tech savvy.

      • Kath_P's avatar
        Kath_P
        Forum Team
        17 days ago

        Hi DCH19501, 

        Thanks for taking the time to come back to us in the Community. 

        I can see I was originally helping you to resolve this via private message. As we're not able to see what you're doing at your end, please contact the team on  150 / 0345 454 1111 so they can talk you through things, step by step. 

        We've given all the instructions that we can via the Community so unable to help further.

        Apologies once again. 

        Thanks,