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ji2611's avatar
ji2611
On our wavelength
2 years ago
Solved

E mail locked

In the past few days I have spent around 9 hours on the phone to Virgin Media…tonight 2 hours and 50 minutes…and I am still unable to access emails on my iPad, they locked my emails last Thursday due to a security problem affecting all blueyonder email addresses , they managed to sort out my pc on Saturday but tell me they have no training to fix third party (iPad) that is up to the customer, I have been transferred to 3 different departments including Gadget Resolve and I refuse to pay them any more money to sort this out,Virgin Media say the only solution is to generate a new password and enter into settings…I have done this around 15 times with no luck!  Has anyone any advice on this as I just don’t know what else to do!

  • coenoby's avatar
    coenoby
    Very Insightful Person
    2 years ago
    ji2611 wrote:

    they managed to sort out my pc on Saturday but tell me they have no training to fix third party (iPad) that is up to the customer, 

    Has anyone any advice on this as I just don’t know what else to do!

    If you can access the email account using the VM webmail service on the VM website but cannot access the account using the mail app on your iPad then I would suggest:

    1. You need to make sure that the password you are using in the app on your iPad is the "Mail app" password generated from the My Virgin Media account, not the same password that you use when accessing the account on the VM website. These days VM require you to use that Mail app Password in email apps. See the section headed "Setting your app password to use an Email app" about half way through this VM helpsheet  https://www.virginmedia.com/help/broadband/manage-email-account  
    2. If you are already using the VM Mail app password in the iPad settings then you could try deleting the account from the Ipad app and the adding it back to the app as a new account. (Again make sure that you use the Mail app password not your VM webmail password in the settings.) Some email apps seem to fall over if you change the settings for an email account but are happy to work if you use the same settings to add a new account.

    Coenoby

    • ji2611's avatar
      ji2611
      On our wavelength
      2 years ago

      Thanks for your help…I eventually got things sorted out ….no help from Virgin media …they are an absolute nightmare

      • liz30538's avatar
        liz30538
        Superfast
        2 years ago

        Glad you got sorted out. A lot of VM agents don’t seem to know that you have to generate a password from your account for a third party app. They just say we can’t help with that Occasionally you get someone with some sense who can helpThat’s how i found out

  • liz30538's avatar
    liz30538
    Superfast
    2 years ago

    Are you using a third party email provider like Outlook?

    • ji2611's avatar
      ji2611
      On our wavelength
      2 years ago

      thanks…eventually got sorted out