Change IMAP password for Ntlworld email

[TheLimpNinja]

Hi,

I would like to change the password for my ntlworld email to improve security. I went ahead and changed the password for my virgin media login and this has successfully updated the password to log in to my email online. 

However the old password is still associated with my IMAP server so this is still used when adding to email applications such as outlook. 

would anyone be able to inform how to change the password for my IMAP please?

Thank you 

[Graham_A · Accepted solution]

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

[Kain_W]

Hi TheLimpNinja,

Thanks for your post and welcome back to the community.

Apologies for any issues faced with logging int your account, has the advised steps above resolved this matter at all?

Let us know,

[TheLimpNinja]

Hi, yes thanks to @Graham_A I have been able to resolve this

thank you for the help 

[Akua_A]

Glad to hear this @TheLimpNinja 

Please do not hesitate to contact us if you need any further help 🙂

Thanks,

[sk00ps]

Hi Graham

hoping you can help my husband and I who have spent over the last 2 days approx 6+ hours talking to every department we’ve been passed to inside Virgin regarding our 3rd party mail Apps to including now paying for Gadget Rescue (which we don’t want) and have been no help thus far.

On Mon afternoon we suddenly found we could not send email from our ntlworld accounts from 4 devices, being 2 iPads, 1 iphone and 1 Samsung phone. We left it that day thinking it would resolve itself.  It didn’t.

We've been with virgin for approx 20 years and never had a Mail problem we couldn’t solve ourselves.  
1) spent a couple of hours being told to try and access via VM webmail, but being informed we had first to be set up with a 3rd party email account, we still didn’t understand why but went along with what they instructed us to do.  
2) After another hour we were able to access VM webmail.
3)We advised we still want to use our Apps on iPad, IPhone & Samsung phone. Told they couldn’t help us and transferred us to Gadget Rescue.  
4) we spent another hour/so talking to them where we were advised to generate a new password this we did under their instructions, it constituted 4 words with a hyphen in between each. 5) We were then told to change our IMAP settings to include this new long password, which we did. It still didn’t work so they gave us a ticket number with the promise to ring us back, this didn’t happen.
5) This a.m. we rang Gadget people to chase them.  They remotely took control of one IPad and input the long passwords themselves (think we had to generate new one) but when it started verifying it, after 10 mins they told us to close the IPad down and restart it and leave it for 30 mins, log in to webmail using the long password and that would fix it, it didn’t.
6)  Husband rang them again spoke to someone else, had to go through the whole thing again for another hourish.  They then took control of Samsung phone said IP had been blocked (or something) or needed a new router or something.  He then transferred us back down a level of support saying they could resolve this.
7) Husband spoke to lower level support who told us there was nothing wrong with the IP etc. and insisted that it was an App issue because we can access webmail.  He advised us to delete the Mail App then reinstall it etc.  on reinstalling trying the password etc. still didn’t work. 😡

I’m afraid at this point we’d had enough (I’ll just say, retired for many a year so not greatly techie). We just don’t know who to talk to.  I’m so sorry this is long winded but if you or anyone else can help us we will be very grateful.

Scoops

[Zach_R]

Hi @sk00ps, 

Thank you for your post and welcome to our community forums. We're here to help.

I'm very sorry to hear that you appear to be having some trouble with some email accounts when accessing and using them via a third party mail client app. To clarify, you're able to access and use the email services with these accounts without issue via the webmail platform on our website?

Along with this, are you using the same third party mail client app across the multiple impacted devices? Do you still have active broadband services with us on the account the affected email addresses are linked to?

Thanks,
 

[sk00ps]

Hi Zach, 3 apple devices using apple default email app, 1 Samsung also using its default email App. We only have 2 accounts, one each both ntlworld accounts. My iPad and iPhone access VM with default mail app. I have no problems accessing and sending and receiving mails from VM web mail. Same scenario for my husband except he has 1 iPad and 1 Samsung phone, again he has no issues using VM webmail. Yes we have active VM broadband router.

Thank you for any help 

[Zach_R]

Hi @sk00ps,

Thanks for expanding. It sounds like the accounts themselves are fine, but there's some issue with them connecting via the third party apps.

Along with this, have you also tried deleting the email accounts from the Apple Mail apps and then re-adding them/setting them up again as you did originally? If not I'd recommend trying this as it ensures that all of the settings are up-to-date and current, including the password change that you mentioned earlier.

Thanks,
 

[sk00ps]

Thank you for reply.  

Yesterday, I deleted my own ntl account on my IPad and created a new one, didn’t fix it.  It did create another question though, when I recreated it, what username and password should I have entered?  My duck.com third party login username and password. (This didn’t work).   Or   My NTL username and password?  Also what about the 4 word and hyphen password, does this have to be done again, if so, I don’t know how to do that one so would need advice.
 We've talked to so many Agents for so many hours its been very confusing I think we need a logical list in order of what needs doing first to last written down so we can follow it step by step. It’s very difficult trying to understand/concentrate on verbal instructions over the phone, often from someone with a heavy accent, whilst you can hear lots of other call centre people in the background.

Just to clarify Virgin talked us through changing our ntl passwords under the settings Accounts IMAP area the only thing they told us to change was the password, ie use the new 4 word, username and host names etc. all stayed the same (my iphone is still set to use the 4 word password as I’ve only made changes to my iPad so far which of course didn’t work). 

Thank you again