Can't access my virgin emails from my android phone on o2

[chrismar51]

Until recently I could view my virgin emails on my android phone. This stopped working last week and now when i try to reconnect  i get the message " this site can't be reached - mail.virginmedia.com took too long to respond" ?

HELP !

[Gareth_L]

Hello chrismar5.

Thanks for your post.

Sorry to hear you are unable to access your emails on your mobile device.

Can we just ask if the email address is the primary one set up or is it an additional one that has been set up.

Have you tried logging into your My virgin Media account here 

Or setting up the email address with these options through a 3rd party email account.

Gareth_L

[chrismar51]

Hi Gareth

This is my primary email address.

I have the Virgin Media mobile ap on my phone and went through the procedure but still get the reply - mail.virginmedia.com took to long to respond ...try checking the connection...ERR_CONNECTION_TIMED_OUT

[Alex_RM]

Hi chrismar51,

can you please confirm if you're able to sign into webmail fine?

Alex_Rm

[chrismar51]

Hi,

Yes I can sign in to webmail on my pc.no problem. I used to be able to sign in on my phone as well but this suddenly stopped and I can't figure out why or how to get it back. I also have a gmail account and I can still access that on my phone. I tried to add the virginmedia account onto the gmail account but I get the same error message ?

[Carley_S]

Thanks for confirming that @chrismar51 

I can see on the systems at our side that the team have raised this further for you to be investigated. 

In the meantime, are you able to see if creating a new app password works for us. 
Sign in to your My Virgin Media online account, go to Account settings, then Account details. Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail. Then, under Virgin Media Mail app password tap Get password.

Let us know if this works for you. 

[chrismar51]

Hi,

Did that (have also tried it previously) but it doesn't seem to ask me for a password anywhere on my pc. If I try on my phone I just get the same error message ? Am I missing something here ? it's got me baffled. Is the new password just generated, to log in to my virgin media account on my pc or just the app on my phone ?

[Beth_G]

Hi chrismar51,

The app password that's been generated will be used when you're signing into your Virgin Media email account through a third party client such as Outlook or iOS Mail. 

You've mentioned that you're trying to access emails from your phone, can you please be more specific about how? Are you using a third party client app or website through your phone's browser? Do you have a screenshot of the service you're using at all?

Thanks,

[chrismar51]

Hi, 

I'm not sure how to answer your questions but I have hopefully added 3 screenshots of how I used to access my emails on my galaxy A14 phone.

Top screenshot - click on samsung internet icon -middle of bottom row.

Middle screenshot - click on icon im middle of bottom row marked " E-mail-CHRISTO"

That used to take me to my virginmedia emails...now it just hangs then sends the message as bottom screenshot.

I have also tried through "my virgin media" app. seen on top screenshot.

Hope this helps ?

[Lee_R]

Thanks for your response chrismar51 

And thanks for providing the screenshots.  Can you please confirm if when attempting to login on your mobile, via webmail, if you've tried a different browser?  You'd be surprised how often that helps.

Regards

Lee_R