Cant access virgin.net email

[frank35]

I recently changed my mobile phone and now cant access my virgin.net account. I now have a laptop and phone where I  cant access my emails. I am still a virgin media customer and tried resetting my password but it won't accept this on line. I also asked virgin and was told it was their back office that would look at this but never got any further response.

My brother tells me he had same problem some years ago and someone on here fixed this. I think i basically just need the password reset but can seem to get anyone to do this 

I have important emails which I cant access.

Any help appreciated.

[Graham_A]

You will need to create an app password for use with email clients on your phone and laptop.  This is different to the password that you use for VM webmail and the My Virgin Media account.

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