Error messages are leaving me totally confused

[k10]

I'm getting error messages telling me that "the provided login data to access email server imap4.blueyonder.co.uk seems to be wrong. Please correct them".

As far as I am aware I am using my correct username and password. I'm able to use my primary email address but several others (secondary email addresses) are not working, and this is presumably why I'm getting these error messages. And yes, I've tried all the previous passwords I can remember having used.

Can someone please advise me what to do. I seem to have been going round in circles for weeks trying to get this sorted out. I would 'speak' to someone at Virgin Media but the only Live Chat button I've come across isn't working either (brilliant communications, VM, absolutely outstanding!!)

[Steven_L]

Hey k10,

Welcome to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that you’re having with your email accounts at the moment. Have you tried to use the forgotten password link to reset the passwords for your email accounts?

Kind Regards,

Steven_L

[k10]

Thanks, Steven. I have checked the accounts in their respective home websites, and I can get into them (or at least some of them) using the passwords I have. It's as secondary accounts in Virgin Media email that the problem lies. So I know it's not the password, but something else. It must be the other settings I suppose, but I don't know what they should be.

[Graham_A]

@k10 I suspect that this issue is due to a recent change made by VM, although it shouldn't be triggered unless you change the VM account password.

When accessing a secondary account via a different VM webmail account it is acting as an email client and therefore needs an app password generating for the secondary address which becomes the password to use.

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

[k10]

Thank you, Graham. You seem to know exactly what you're talking about, but it's almost like a foreign language to me, to be honest. Now if you could just put in very simple terms what I need to do that would be so helpful. I've been locked out of these accounts for weeks and nobody has so far been able to help.

I feel this is as close as I've got to a solution. Unfortunately, I don't really understand it. I just need it put in very simple language, and wnat I need to do put in baby steps, if you could.

Thank you.

[Graham_A]

You can find step by step instructions here:

https://www.virginmedia.com/help/broadband/manage-email-account

[k10]

Could you please direct me to the particular article of those listed, or the part of the page that deals with this problem?

I'm really not good with computers (if that isn't already obvious).

[Graham_A]

The posts here with screen shots may be more helpful from 用心棒:

https://community.virginmedia.com/t5/Email/Unable-to-access-2nd-email-account/m-p/5403212#M265905

[Travis_M]

Hi @k10 

Thanks for posting on our community forum and sorry to hear about the mishap with your email

How are you getting on after checking on the links provided above? Have you noticed any improvement?

[k10]

Thanks, Travis_M. I tried to follow the instructions with one of the accounts to see if it would work. I followed the instructions at numbers 1, 2 and 3 but at number 4 there was a problem. At that point I should have been given a new App Password, but there was no sign of that.

Number 5 next ... no App Password, so obv I couldn't make a note of it. And then it came to a griding halt. Once again, I'm stuck.

But I tried to sign in to VM using the account that I'd created a new password for. I was hoping to be able to edit this account (as per number 7), but yes, you've guessed it ... it failed.

I'm just going round in circles, it seems, and getting nowhere. Nothing this 'simple' should be so complicated! I know I'm a bit old for this type of thing (I'm 70), but I'm not stupid. This SHOULDN'T be a huge problem.

If you can help me sort this out I will be indebted to you. It's stopping me doing anything apart from trying to untangle this mess.