Forum Discussion

Superphot's avatar
Superphot
Dialled in
10 months ago

Wife email (secondary account) not registered

My wife has been using an @ntlworld.com as her only email address ( secondary address set up from my account) for many years. Now we cannot access them on her phone as we need an app password. I called the (un)help(ful) line and was told her email was not registered and to contact NTL for help. Considering NTL no linger exists as far as I know, can VM provide me with a time machine to go back to when you could talk to NTL.

Seriously though, what can we do?

She can still access email on the pc, just nothing else. Can anybody please help us out in getting her email onto her phone again as it is her lifeline.

TIA

  • Joseph_B's avatar
    Joseph_B
    Forum Team (Retired)
    10 months ago

    Hey Superphot,

    Welcome back to the Community Forums and thanks for the post.

    Usually with email issue ssuch as this, you need to update the password in the settings of the phone, this is because it often has the password saved there of an older account, if this is not the case we would advise resetting the secondary email password here.

    Joe

    • Superphot's avatar
      Superphot
      Dialled in
      10 months ago

      Thanks for the reply, but this does not solve the issue, I have tried this, but cannot get it to accept my wifes @ntlworld.com email address or password. As I said in the original post, VM have no email registered in my wifes name/addy and suggested contacting NTL, which cannot be done it seems. I am also trying to find a way to automatically forward her emails from Windows mail and calendar to another address, but this seems to be impossible too. It looks like we are going to have to set up a new mail account somewhere and just abandon the @ntlworl account 

      • Vikki_M's avatar
        Vikki_M
        Forum Team
        10 months ago

        Hi Superphot

        Thank you for your reply.

        If you haven't done so already, please follow the below steps to generate an app password. 

        If you want to access your Virgin Media emails from an app, you’ll need to create a separate app password through Account settings on My Virgin Media.

        To get the password, follow these steps:

        Sign in to My Virgin Media 

        a. Go to Account settings, then Account details 

        b. Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail 

        c. Then, under Virgin Media Mail app password tap Generate new App password and follow the instructions

        A new secure password will be generated for you. Your app password can be used for all apps accessing your Virgin Media mail address. If you create a new app password, you’ll need to update all your existing apps with the new password.

        We need to give you a separate app password to help make things more secure as IMAP and POP don’t support extra protection steps, like Multi Factor Authentication.

        Remember that this password is separate from your sign in details for My Virgin Media (or any Virgin Media apps). So, if you need to check your Virgin Media Mail emails through My Virgin Media or at mail.virginmedia.com, you'll still use your My Virgin Media password.

        Please pop back to us when you can.