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Email account Ntlworld - failure to reinstate on Ipad - Is it me?

Sacers
On our wavelength

In our Ntlworld email account two days ago on a newish iPad and it went haywire. All we could access were emails back in 2017. A restart of the iPad didn't cure it, so we removed the account with the intention of a reinstal - not, as it transpires, the best of decisions.

Adding the account back in proved impossible. After entering the a/c password, we got the message "No password provided for "Ntlworld". Please go to Mail Account Settings and enter a password." We then went round in a loop for several failed attempts.

Desperate situations require desperate measures - and that's what contacting the Virgin help desk feels like to us!

A lengthy conversation followed with an agent, when it was not clear that he entirely understood the problem, or knew the solution. The outcome was a change of password by Virgin when we declined the offer of a new email address. This failed to cure the problem and we were told to expect a call from the security team within 5 days. It was suggested that suspicious activity had been detected on our account. In the meantime Virgin asked for an alternative email address for them to communicate with us, so just as well we have a Hotmail a/c as fall-back.

Later that day we received an email to the Hotmail a/c from the Virgin Media team asking us to reset the password. We were hopeful that meant the security team had OK'd our account, but we couldn't face any more stress that day. The next morning, I clicked on the link to change the password, but it had expired! It would have been helpful had Virgin indicated the link was time-limited.

So......another call to the help desk asking them to re-send the email to reset the password, followed by another lengthy conversation, which failed to get to the bottom of the problem. We asked if the security team had looked at the issue - and were told there was no record of recent suspicious activity on our account!

For reasons which aren't clear to us, our old Virgin Media password still gets us in to our email account on the Virgin web site, but neither that, nor the new password given us by Virgin allows us to add the account to our iPad.

The other wonder is that notwithstanding the password change we are still able to access our 'Virgin' email on an old iPad and a Samsung mobile (where we have not changed the email account password). Which got me wondering whether the problem might be with the newer iPad?

Any thoughts/suggestions would be appreciated. Thanks.

 

 

 

 

25 REPLIES 25

用心棒
Very Insightful Person
Very Insightful Person

It works because the pretend address is used to change the state on Virgin Media’s system such that it allows submission of the original email address; you can also use a valid email address. 

Sacers
On our wavelength

Having generated another third party email address (as the reset wouldn't work with the one previously notified to, accepted and used by Virgin), and following Kath_F's advice I have just achieved an App password reset! With great relief the Ntl email account is now restored to our newer iPad (all other devices have had password updates and work).

Thanks to all on the Forum for their advice (Forum Team and Forum Community). Perhaps the Virgin helpdesk might benefit from some feed-back aimed at reducing customers' stress.

The only outstanding issue is that I cannot now get into my Virgin media account with any of the passwords I have (including the new App password). I wonder if the password is not the issue but the email address used? I have assumed the Ntl email address is the one I should be entering (which I am) - or is it the new third party email address?

 

Graham_A
Very Insightful Person
Very Insightful Person

@Sacers   Having changed the account username to a third party email address that is the one you now need to use as the username when signing into the My Virgin Media account or VM webmail, together with the VM account password.

Emails apps need the full ntlworld email address as the username along with the generated app password.

________________________________
Graham

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media, I'm a VM customer. There are no guarantees that my advice will work. Please read the FAQs
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Sacers
On our wavelength

Graham thanks. That is one of the variations I have used (when asked not for user name but email address), but am still getting "Your email or password was incorrect. Please try again or go back to change your email."

Thanks for coming back to us @Sacers, is this message still appearing?

Do you have any issues with logging into the E-Mail account via our webmail platform, or when trying to access the self-care account?

Thanks,

David_Bn

Sacers
On our wavelength

David - email account now reinstalled on iPad following Kath_F’s advice, with new App password supplied. All working OK (passwords also updated on other devices). To achieve this I have had to designate another third party email address, which is different to the address Virgin was supplied previously as that was not accepted for the purposes of the current password reset.

But, I am now unable to get into My Virgin Media and my Virgin Media email account. To logon I have used the account’s Ntlworld email address along with the new password, but it has not accepted this, or the previous password:  "Your email or password was incorrect. Please try again or go back to change your email."

I have tried again and seem to be locked out. How do I resolve this?

Graham_A
Very Insightful Person
Very Insightful Person

@Sacers Having changed the username for the Ntlworld email address to a third party email address this is the one that you now need to use to login to your My Virgin Media account and VM webmail.  The password is your VM account password not the generated app password.

 

________________________________
Graham

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media, I'm a VM customer. There are no guarantees that my advice will work. Please read the FAQs
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Sacers
On our wavelength

Graham - Just had another go using third party email address and previous VM password, and got in!
Thanks

 

Sacers
On our wavelength

David - now sorted with access to MyVirginMedia. No need to bother you further. Thanks

Sacers
On our wavelength

Graham - there was me thinking I could get on with my life, but email (in Outlook) on my PC is now asking me for username and password for the pop3.ntlworld.com server (for our email [REMOVED]) I don’t know what user and password it is expecting - any ideas please?