Showing results for 
Search instead for 
Did you mean: 

Can't access Ntlworld email account on MacBook

Joining in

Since the email outage I have been unable to access my Ntlworld account on my MacBook (iPad and iPhone both ok).  I therefore uninstalled it, as I have done previously, but it now will not reinstall as states VirginMedia doesn't;t recognise username or password.

Any ideas would be really helpful.  Thanks


Very Insightful Person
Very Insightful Person

If the account's password was changed then an App password needs to be generated for use with email clients, i.e. Mail application. To do this:

  • opening an Incognito / Private browser window
  • sign in here with the authentication credentials of the problem account. If sign in is unsuccessful try the forgotten password link Forgotten your Password? | Reset Here | Virgin Media
  • once successfully signed into webmail go to Login to My Virgin Media | Virgin Media and select Sign in
  • select Account settings > Virgin Media Mail settings > Generate new App password
  • make a note of new App password
  • sign out and close Incognito / Private browser window
  • try using the App password with email clients to see if problem is resolved.

If issue persists then It would be helpful to see what, if any, error code is returned by the SMTP server in this situation. From your MacBook open Terminal application and enter the following where username:password is replaced with your email address and password, i.e.

curl -v smtps:// -u username:password

Do not post the resulting output here but instead review it for possible reported causes, i.e. VM error code; choosing to ignore this advice and posting the output here unredacted or incorrectly redacted may reveal your email address, password and / or public IP Address.

FYI if there is no issue then you should see the following output from the curl command:

< 334
> [Redacted]
< 235 2.7.0 SMTP350 Authentication successful for user [Redacted]
< 214-2.0.0 This is cmsmtp ESMTP service help
214-2.0.0 This is cmsmtp ESMTP service help
< 214-2.0.0 To contact postmaster send email to
214-2.0.0 To contact postmaster send email to
< 214-2.0.0 For local information send email to Postmaster at your site.
214-2.0.0 For local information send email to Postmaster at your site.
< 214 2.0.0 end of HELP info
214 2.0.0 end of HELP info
* Connection #0 to host left intact

Otherwise unsuccessful will look similar to the following:

< 334
> [Redacted]
< 525 5.7.13 Authentication Denied (VM320)
* Closing connection 0
* TLSv1.2 (OUT), TLS alert, close notify (256):
curl: (67) Login denied

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click helpful.jpeg Mark as Helpful Answer and solved, or use thanks.jpeg Kudos to say thanks

Joining in

I had tried that last night and it hadn't worked, but tried again on your advice and hey presto I'm back in!

Many thanks

Forum Team
Forum Team

Hi @Allie999

Welcome to the community forums 

Sorry to hear you had issues with accessing your email. 

Glad that our helpful VIP has been able to advise you that has resolved your issue. Thank you @用心棒 

If you believe the issue to be resolved you can mark the thread as resolved by clicking the helpful answer given and this will show anyone else having issue that an answer was given and direct them to the post, alternatively you can just like or 'kudos' the post if it helped you. 

Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :). 

Here to help 🙂
Virgin Media Forums Agent