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Gone2Kent's avatar
Gone2Kent
Dialled in
3 days ago
Solved

Virgin O2 ID / Lost access to Virgin E-mail

I have a Virginmedia e-mail account, have had for many years. Recently checked Virgin accout and was required to set up a Virgin O2 ID. This didn't go well and I eventually got someone on the phone to help me, she was very good, but it wasn't straightforward. Reduced to using a very insecure password but it was set up. I asked  whether this would affect my e-mail account, but the lady wasn't sure. My intent was to immediately change the mickey mouse password. I went to do this but was steered towards using a passkey and set that up instead, the pasword ceasing to exist

Go forward a fortnight, and I cannot access my virginmedia e-mail account. Invalid credentials dialogue box.  Outlook/POP3 protocol, so I am not receiving any mail on my laptop. Fortunately I can still receive the mails on my phone. Can't do much with them, but I can still preview them.

After a quick google it was suggested that I change the mailto:user@virginmedia.com to the mailto:user@gmail.com that my Virgin O2 ID has in the Outlook settings. That did not work either.

As I no longer have a password to use with my mailto:user@gmail.com, credential I can't enter one in the Outlook POP3 settings. Also I believe that the key doesn't folow me between devices either.

I need help please to remedy this. It might not be down to the Virgin O2 ID being set up, but nothing else has changed, and my credentials are still being accepted on my phone. It's very inconvenient not being able to operate my Virginmedia e-mail on my laptop.

Over to the moderators..

 

 

  • Gone2Kent's avatar
    Gone2Kent
    3 days ago

    Just kicked in on my laptop, and phone has just stopped working, that updated sraight away. Many thanks for your help.

6 Replies

  • newapollo's avatar
    newapollo
    Very Insightful Person
    3 days ago

    It sounds like you can't receive email using the Outlook app on your laptop, however you can still receive emails on your (mobile?) phone.   

    Are you using an app to access your emails on your phone, or are you accessing them directly through a browser?

    In order to access your email via Mail apps you need to create  and use an email app password.  (It looks like your phone app hasn't requested the new signing on credentials yet, it's only a matter of time before this will go the same way as your laptop)

    To create an email app password, 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.

    The email app password is totally different to the one you use to sign in via a web browser.

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

      Just to add to newapollo reply Gone2Kent​ you need to use the full virginmedia email address as the username in the email app not the VMO2 ID.

    • Gone2Kent's avatar
      Gone2Kent
      Dialled in
      3 days ago

      Thank you for your time New Apollo. Instructions very helpful. I have sucessfully generated a pass word, which was in the form of hypenated random words, one-two-three-four,  which I snapped on my phone. I then changed the password in Outlook. This was not accepted by the VM POP3 server. Restarted Outlook, still not working.

      I repeated the process and obtained a second password. The same happened again.

      I am still using my full account name, [MOD EDIT: Removed]

      So baffled where to go next, but grateful my Iphone is still working. Else a real pain to have to log in to Virginmedia to get e-mail

    • Gone2Kent's avatar
      Gone2Kent
      Dialled in
      3 days ago

      Just kicked in on my laptop, and phone has just stopped working, that updated sraight away. Many thanks for your help.