Another strange "ntlworld.com" eMail issue - anyone help?

[jbrennand]

I have just started having issues with one of my ntlworld email accounts - the issue is a bit different to the others - hence started new thread.

As a family we have several mail accounts - I myself use 2...  "username1or2 at NTLWORLD.COM".   Yesterday, user1 stopped receiving or sending mail - whilst user2 and all other accounts have continued just fine.  I only use Apple gear and their Mail client, and its the same problem on the Mac and the iPhone (all on latest OS) see phone screenshot below.

I am as sure as I can be that the password is correct (I havent changed anything in 15 years 😎).

So anyone got any thoughts on what is going on - that is affecting just one of the accounts when both use the same imap server?

Also - how do you go about resetting the password?   You must need someone from VM to intervene to reset your imap password - correct ?

All help appreciated - thanks John

[Graham_A]

@jbrennand The first thing to try is to sign into the email address via VM webmail at https://mail.virginmedia.com/

I suspect that you will see a message to say that the account is unavailable due to being locked for security.

If so you will need to sign into the My Virgin Media account for the email address (not the primary account) and then go through the process of changing the password and generating an app password for use with email clients.  This process will require you to change the username for the email account to a third party one.

The help pages here are pretty comprehensive: https://www.virginmedia.com/help/broadband/manage-email-account

[jbrennand]

Thanks Graham.

Yes tried logging in that way but get the message below.... s beginning to suspect tht the password is just wrong... it looks correct and is the one I used for all email stuff back in the day.

So I seem to be stuck in a vicious circle of... to change the password log into your account with the password !

Any idea how to get to a "forgot password link" 👍

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[Graham_A]

I assume that you have tried the forgotten password link showing in the screenshot?

[jbrennand]

Yep found it and that bit worked.  I changed the password and was able to log into the user1 email account on the VM website and 3 days of emails and tests are all present and correct...

So that bit works 👍... but its still not connecting on the Apple client - will need to do some more footling around

Cheers

[Graham_A]

@jbrennand I'm afraid that you will have to go through the process of generating an app password for use with the apple client.  The password will be in the format xxxx.xxxx.xxxx.xxxx although each element may be more than four characters.  The section in the help file I linked to on adding Virgin Media Mail to a client explains the process.

Edit: Looks as if they have reordered the help pages again.  Look for the FAQ section headed 'Can I change my Virgin Media email password'.

[jbrennand]

Mmmm.. that's interesting... I have never done that for any of our ntlworld email accounts in the past.

I thing that deleting the account from my Macs and setting it up again from scratch may be the way to go.

[Graham_A]

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@jbrennand wrote:

Mmmm.. that's interesting... I have never done that for any of our ntlworld email accounts in the past.

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It is a new 'security' element introduced by VM several months ago.  It is generally only triggered when you try to set up the address on a new email client or when something goes awry as seems to have happened in your case.

[jbrennand]

Cheers - will look art it - but my head hurts now because I cant log back into the User1 eMail account - so I am back to square one on the merry go round.

Its convinced me that from here on in I am winding down future VM mail and have started switching anything important over to my Gmail/GMX/iCloud ones 😎

[coenoby]

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@jbrennand wrote:

 cant log back into the User1 eMail account - so I am back to square one on the merry go round.

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As part of the VM password reset process did you specify a non VM email address to use with your VM account?

If so, you need to enter that email address (not your Ntlworld address) as the username when signing into your webmail or My Virgin Media accounts on the VM website. The password will still be the one you changed it to during the password reset process.

Coenoby