Email

[bigaggy]

Trying to empty my laptop where I have to delete mail etc.  The mailboxes are different on laptop than on my devices.  Spoke to virgin rep for almost an hour no help.  I can access virgin on my devices with my email address and password which was set up in 2018 but nobody in virgin will accept my password when asked for the digits.  The rep gave me a temporary password but still unable to access virgin on my laptop.  The folders do not match my devices and therefore mail is going into all the wrong folders on my laptop.  I am unable to speak when calling to a person as my password is not recognised.

[Graham_A · Accepted solution]

The password required when speaking to VM is not the same as your email account password.  It is sometimes referred to as the telephone password or memorable word.  It should appear on your welcome letter as the customer verification passphrase.

On your laptop email client you should check the IMAP folder settings to ensure that they are mapped to the same folders as your other devices.