Can’t login to email on iPhone mail or any other email app

[Annemarienelson]

I can’t login to my iPhone mail or any other email app any more as I keep getting an error message. My email address ends with @ntlworld.com. I have contacted Virgin & updated my password. I can login to emails via the virgin website. Is anyone else having this problem? It has just recently started. 

[Graham_A]

@Annemarienelson VM have recently changed the log in requirements for accessing VM Mail via third party apps.

If you change the password for the account in My Virgin Media > Account settings > Account details you will not be able to use the new password to access the account via an email client. Email client access now requires an app specific password which can be generated in the MyVM > Account Settings > Account details > Mailbox App password management

[Hbturve]

Graham!!! After 10 days of trying everything, you’ve cracked it for me! Why don’t virgin media staff know this???? Thank you thank you

[liz30538]

Yes it happened to me on Thursday 20 April up until 1.00 pm I was able to login to outlook then I couldn’t send or receive emails on outlook I’ve changed my password but when I input to outlook I’m getting an error message. Foreigners in technical support can’t help I’ve been told by an agent that some can help and others can’t Some customer service

[liz30538]

Finally got my emails back thanks to you

[Tom_W1]

Hi @Annemarienelson, @Hbturve and @liz30538 thanks for your post here, although we're sorry to hear you were experiencing difficulties accessing your emails on your email clients.

Big thanks to @Graham_A for their help here, we really do appreciate it and are glad everything's sorted for you all as a result 😊

If you need any further help, please don't hesitate to let us know!
Many thanks

[liz30538]

Hi Tom

why does VM tech team ad help desk not know about this to help people when they phone. All I was getting was ‘it’s a third party app and we can’t help. We will transfer you to the gadget team who can help but you will have to pay ‘I’d have been lost without Graham 

[Natalie_L]

Thank you for your reply. 

We apologise for any delay in getting this matter resolved and will ensure feedback is passed on to the relevant team for review. 

Thanks, 

[Emma44]

Thank you so much Graham! I have tried for months to get into my emails through my email app on my iPhone and virgin were useless, even tried to charge me to get their specialist team to help with the issue so this is very much appreciated 😊

[Kain_W]

Thanks for the update on this Emma44,

Welcome to the community!

To clarify has this now been resolved for yourself?

Regards,