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Email problems

Joining in

I have an old ntlworld email address and quite frequently I cannot access my emails, I speak to tech support and they normally reset my email password and that ususally works.  After waiting 50 mins to get through to tech spport yesterday they reset my email password and told me to wait 15 mins.  I tried 20 mins later and still couldn't access my emails.  I tried again and it is still not working.  I spoke to tech suppport again and they said they need to escalate this problem and it can take up to five days to fix.

I can log into my Virgin Media account but as soon as I click on the link to access my emails I get a message saying 'unavailable.'

Has anyone else experience the same problem and if so how did they fix it?  TIA


Forum Team
Forum Team

Good Evening @poopy007, thanks for your post and I'm terribly sorry to hear of the E-Mail issues.

In this instance, we will need our second line IT team to take the time to resolve this for you.

When this has been, this would mean that diagnostics previously ran on the E-Mail account have failed and therefore needs a ticket to be raised.

Please report back to us, once the 5 working day SLA has passed and if further assistance is needed, we'll be on hand to look closer into this for you



The second line team has managed to sort of fix it, I can access my emails by logging into Virgin Media website but cannot get them via Outlook on my desktop and on my phone as before, they say they are phasing out the email addresses, but they can charge me for a tech support agent to remote into my desktop and fix the problem.  So on one hand they say they are phasing the email out and on the other hand they want to charge me to remedy the problem.  It was not just a one off charge but included six monthly charges as well.  It would have been nice if Virgin had told me they are doing this so I could have got the ball rolling on getting a new email address

Very Insightful Person
Very Insightful Person

@poopy007 In order to access the email account via an email client such as Outlook you now need to create an app specific password to use along with the full email address as the sign in credentials.  The generated app password will be different to the one used for access via webmail.

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


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I did that with the 2nd line tech support and we still couldn't get it working so they put me onto the Gadget Rescue Team who wanted to charge me, which I refused to pay as the problem was bought about by Virgin Media and not myself

Hello poopy007.

Thanks for your post.

When you tried the App generated password. Were you asked to remove all the other details and start as afresh. Or did you just delete the password and enter the new one?