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Email passwords continually rejected

On our wavelength

I am working with a Blueyonder account, and for about two weeks all the app passwords I generate are being rejected - either at account-setup stage, or some hours afterwards (after the account has worked OK for a while).  I have been trying to sort this out for about ten days, and am at my wits' end.  Do I have to abandon VM completely to get working email?

Can anyone suggest what's wrong?  I am getting this problem with the same account on two different computers.


Forum Team
Forum Team

Thanks for reaching out to us @Boulevardier, and welcome back to our Community Forums!

Sorry to hear of the issues you've been experiencing with the E-Mail account when attempting to utilise this via alternative 3rd party mail clients.

Can you please confirm if this is still ongoing?

If so, which applications are you attempting to utilise our E-Mail account with?



Sorry for the delay in replying - I have been continually testing to try and understand in what area the problem lies.  I am using Thunderbird, and all current updates are installed. It's very difficult to define the problem exactly.  My computers (two of them with this email account on) are continually rejecting my imap password.  At times, emails are being received and sent even when the password is being requested.  Of course, I'm using the app-password generated in My Virgin Media, and I have generated at least eight new passwords during the past few weeks in attempt to resolve problem.  I can also "ping" from Command prompt with good results.  The baffling thing has been that, although much of the time emails folders are not being updated, they occasionally just spring into action and update without my having done anything.  When this happens, the problem is usually resolved until I have to shut down and restart overnight.  I am baffled by the volatility and unpredictability of all this, and I'm wondering if there is a problem with my email account at VM's end.  

Sorry to hear this.

Is the email working on another program such as Outlook and not Thunderbird, I would try login in here to see if it works 

Matt - Forum Team

New around here?

Yes, that link brings up the My Virgin Media download page for iPhone and Android

And I've checked on Outlook - not showing any emails received since 21 February.

Just realised that I may not have updated email password in Outlook since last changed.  Revised p/w to correct one, and got message - "...the connection to the server was interrupted... contact your server administrator or ISP."

Hello Boulevardier.

Thanks for your reply.

Sorry to hear you are still not able to view emails in outlook.

With any 3rd party email apps. We have introduced a different way to set them up.

Would you be able to follow the steps below and let us know how you get on.


If you want to access your Virgin Media emails from an app, you’ll need to create a separate app password through Account settings on My Virgin Media.


Sign in to My Virgin Media
a. Go to Account settings, then Account details
b. Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail
c. Then, under Virgin Media Mail app password tap Generate new App password and follow the instructions

A new secure password will be generated for you. Your app password can be used for all apps accessing your Virgin Media mail address. If you create a new app password, you’ll need to update all your existing apps with the new password.

We need to give you a separate app password to help make things more secure as IMAP and POP don’t support extra protection steps, like Multi Factor Authentication.

Remember that this password is separate from your sign in details for My Virgin Media (or any Virgin Media apps). So, if you need to check your Virgin Media Mail emails through My Virgin Media or at, you'll still use your My Virgin Media password.



Hi Gareth

I have been using app passwords for the last three weeks, and during that time have generated at least ten new passwords to try and solve this problem.  All have worked briefly, and then been repeatedly rejected.  Sometimes I have been able to get email account working as it should for a brief period, but it doesn't last long.  I am seriously wondering if there's something fundamentally wrong with the account at VM's end.  I have now been three weeks without reliable email.

I should have added that this is happening in more or less the same way on two separate computers with the account on - so two Windows installations and two Thunderbird installations. The only thing in common is the router, and this is a new VM Hub 5 which I have tries rebooting a number of times.