Email not available

[adrianjacobs]

Earlier today I couldn't access my ntlworld.com email account, either on my phone or tablet (using BlueMail) or through my windows pc chrome web browser using the VM website. The website kept saying "not available - retry". BlueMail said "sync failed". Username and passwords are stored and so cannot be incorrect.

I called 150. Was told that I must have entered a wrong password. That's not possible, passwords are stored and filled in automatically. I was told the system was working so it must be me entering the wrong password. 

I was told if I changed the password, it would start working immediately. I changed the password, no effect. Now told I have to wait 24 hours and try again. 

If I don't have email access, I can't work.

Anything I can do? 

[Graham_A · Accepted solution]

Once you change the password for the Email account via My Virgin Media you then need to create an app generated password to fully unlock the account and to use as the account password for email apps such as Bluemail.

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

[adrianjacobs]

Hi, thanks for that.

It was the virgin media reprentative on 150 that changed the password (he asked me for the password I wanted to change it to, and he changed it at his end) . It's not working this morning, either through my BlueMail apps, nor through web browser, nor through MS Outlook on my pc.

[adrianjacobs]

further, I just downloaded the MY VM app.  i followed your advice and it told me i first had to change my registered email address so that i could receive emails.  Lucky that i have an alternative email address with Hotmail.  I did this.  Then it generated a new password which i have used to access my ntlworld emails on Chrome, bluemail and MS Outlook.

I presumably have to change my registered email address back?  There's no mention of this.

This change was unknown to the VM customer technical support?  Why would things like this change without support, advice or even VM technical personnel not being aware?  Which password did he change yesterday?  I have no idea now.

How would my 85 year old mother cope with this?  I guess I'll have to do it for her.  What about anyone who doesn't have help?

@Graham_A - many thanks!  

[用心棒]

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@adrianjacobs wrote:

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I presumably have to change my registered email address back?  There's no mention of this.

⋮

No, there is no need to change your email address back; in fact this is not possible because the Sign in Email Address must not be a Virgin Media email account, i.e. not ending in blueyonder.co.uk, ntlworld.com, virginmedia.com, or virgin.net

⋮
This change was unknown to the VM customer technical support?  Why would things like this change without support, advice or even VM technical personnel not being aware?  Which password did he change yesterday?  I have no idea now.

You will need to wait for Virgin Media to state the exact reasons but it seems likely they chose not to force customers to change their Sign in Email Address unless necessitated by a change of password, generating App Password, etc.

⋮
How would my 85 year old mother cope with this?  I guess I'll have to do it for her.  What about anyone who doesn't have help?
⋮

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They likely would not and it can only be hoped they seek help here first or receive competent help over the phone.

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[adrianjacobs]

I had to go through this whole process again this morning.  Change sign in email address, verify, get verification code, get new password, enter password into all 4 devices.

is this going to be a regular occurrence?

[用心棒]

Why are you having to change Sign in Email Address again; is it reverting back to your previous Virgin Media email address?

[adrianjacobs]

Yes, it reverted to my ntlworld.com address. 

[用心棒]

Thanks for confirming. Issue has been flagged to the forum team as they are best placed to help resolve this.

[Sabrina_B]

Hi @adrianjacobs 👋.

Thanks for reaching out to us. Apologies for the delay in responding. We would like to assist you in getting this resolved, we would need to bring you in for a private message to discuss this and resolve. 

Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

Thanks.

Sabrina