E Mail Client Problem

[Robbie34]

I use Thunderbird as my email client and last week I had to reset my PC due to Microsoft's One Drive.  Consequently I lost all of my settings including all passwords.  When I next opened Thunderbird I couldn't send or receive emails.  Unfortunately, I couldn't remember by password - my password manager settings had also been lost as well.  I gave the wrong password to log on to the Virgin Media page and was locked out of my account.  When I contacted 150 my password was reset to get in to Virgin Media.  Unfortunately, I can't use my Thunderbird email.  I have had no success with technical help who have now told me that as I can use Virgin Media web mail they can't help me with re-setting my password for Thunderbird.  I have now spent hours on the 'phone with no success.

Can anybody help me. I have used Thunderbird without a problem for nearly thirty years, first with Telewest and now Virgin.  It can't be rocket science to reset my passwor formy email client.

[Graham_A]

@Robbie34 You will now need to use a generated app password for use with Thunderbird or any other email client.

You can read how to do this in the add email to a device section of this help page: https://www.virginmedia.com/help/broadband/manage-email-account

[Robbie34]

I have followed the instructions and jumped through all of the hoops but came to a dead end after they approved my new password -I wrote it down and saved it in my password manager- but there was a problem with saving my memorable word - where I was born - tried name of first pet - same result.  Then tried to log in - incorrect password.

I give up.  Why do VM make it difficult for its customers?

[Graham_A]

@Robbie34 "dead end after they approved my new password -I wrote it down and saved it in my password manager"

This part of your reply suggests that you did not manage to get to the stage of generating an app password as previously described.  This should be an automatic process which doesn't require you to choose a password. The system should present you with an automated password in the format of apple-pear-cheese-tomato.  You just need to cut and paste this into your email client.  It is also worth printing the screen with the app password so that you have it handy to use with other email clients or if you have to reset your Thunderbird account.