Cannot access secondary email

[oldmanbob]

My wife cannot login to her Virgin email account. This is a secondary email on my Virgin media account. The primary email for this account works fine.

When she tries to access her email via Outlook on her desktop she sees a message asking for a network password but we can make no progress. When I try to add her email to the email access in my virgin media account it reports that the password is wrong. We have changed the password and used cut & paste to ensure that we have entered it correctly but without success.

We have followed on screen instructions to change the email we use to login to virgin media account (without a clue as to why this would be necessary) but that has not allowed any progress.

She also cannot access her virgin email account on her Motorola phone.

[Graham_A]

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

[coenoby]

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@oldmanbob wrote:

 account it reports that the password is wrong. We have changed the password and used cut & paste to ensure that we have entered it correctly but without success.

I'll say that the outset that I am not a VM staff member so all I can do is offer advice based on my experience.

VM say they have introduced the need to use a non VM email address when you sign into your VM account to improve the security of VM email accounts.  (I can say no more than that.)

Just to clarify, you still use your VM email address in the settings in Outlook, you only use the non VM address when signing into your VM account on the VM website.

However, VM have also introduced another security measure when accessing a VM email account via an email app such as Outlook and that may be the cause of the problem you are hitting when you try to use Outlook.

You now need to create a separate "Mail app" password through the Account settings page in the My Virgin Media account for that email address. You then use that Mail app password as your password in Outlook instead of your VM webmail password.

Follow these steps to generate the Mail app password:

Sign in to My Virgin Media Account using the non VM email address you specified for your wife's VM email account and the new webmail password you have just created.
a. Go to Account settings, then Account details
b. Tap Manage next to Manage your Virgin Media Mail app password under the Virgin Media Mail heading.
c. Then, under Virgin Media Mail app password tap Generate new App password and follow the instructions.

A new secure password will be generated and you should use that password in its entirety as the account password in the Outlook settings.  You will also need to update  the password in any other email apps or clients that access that VM email account such as the email app on her phone.

Sadly, VM do not seem to have publicised these changes and people only seem to find out about them when they hit problems.

Coenoby