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Generated app password not wrking

Bolo65
Tuning in

on ‎25-11-2023 11:08

My virginmedia mail account was suspended due to a suspected hack -  although it had not been. As part of taking off the susepnsion I had to generate a new app password as per the instructions. I did this and followed the instructions but when I use the new password on my email accounts (on Mail on a Mac and several iphones) it says the email account cannot be validated and although emails are coming in we cannot send emails on any of the devices only via the web version. Grateful for any help

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5 REPLIES 5

Graham_A
Very Insightful Person
Very Insightful Person

on ‎25-11-2023 13:41

Make sure that you are using the correct username for the email address in your email client.

You need to use the full email address for the account concerned together with the app password.

The new third party email username is only used for My Virgin Media and VM webmail.

 

________________________________
Graham

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media, I'm a VM customer. There are no guarantees that my advice will work. Please read the FAQs
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用心棒
Very Insightful Person
Very Insightful Person

on ‎25-11-2023 13:55

Should the issue persist after following the good advise from Graham_A then consider trying the following on your Mac:

  • open Mail
  • select Window > Connection Doctor > Show Detail
  • try to send a message
  • review detail window for SMTP error, specifically VM error codes

    If the cause is not clear from the VM error code message then post it here for further help

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Bolo65
Tuning in
In response to Graham_A

on ‎26-11-2023 08:36

thanks Graham - yeah I checked I was doing that but no joy.

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Bolo65
Tuning in
In response to 用心棒

on ‎26-11-2023 08:44

thank you - I did that - for the SMTPs for the email addresses it says 'trying to log in to this smtp account failed. Verify that username and password are correct.

I have clicked on and tried the app generated password again but no joy.

The detail  listed says (hope it helps)

WROTE Nov 26 08:43:19.905 [kCFStreamSocketSecurityLevelTLSv1_2] -- host:imap.virginmedia.com -- port:993 -- socket:0x6000107b3300 -- thread:0x60000b66f240
724.447 EXPUNGE

READ Nov 26 08:43:19.926 [kCFStreamSocketSecurityLevelTLSv1_2] -- host:imap.virginmedia.com -- port:993 -- socket:0x6000007b9860 -- thread:0x60000b866f40
* OK Still here

READ Nov 26 08:43:19.930 [kCFStreamSocketSecurityLevelTLSv1_2] -- host:imap.virginmedia.com -- port:993 -- socket:0x6000107b3300 -- thread:0x60000b66f240
724.447 OK Expunge completed (0.001 + 0.000 secs).

WROTE Nov 26 08:43:19.931 [kCFStreamSocketSecurityLevelTLSv1_2] -- host:imap.virginmedia.com -- port:993 -- socket:0x6000107b3300 -- thread:0x60000b66f240
725.447 IDLE

READ Nov 26 08:43:19.956 [kCFStreamSocketSecurityLevelTLSv1_2] -- host:imap.virginmedia.com -- port:993 -- socket:0x6000107b3300 -- thread:0x60000b66f240
+ idling

READ Nov 26 08:43:20.002 [kCFStreamSocketSecurityLevelTLSv1_2] -- host:imap.virginmedia.com -- port:993 -- socket:0x6000007c9620 -- thread:0x60000b657b00
* OK Still here

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用心棒
Very Insightful Person
Very Insightful Person

on ‎26-11-2023 14:53

The log shows IMAP details. Can you try sending a message to see what log entries are generated?

An alternative troubleshooting path is to open Terminal. app and enter the following where username:password is replaced with your email address and password, i.e. richard.branson@virginmedia.com:deified–lemel–racecar–stats

curl -v smtps://smtp.virginmedia.com -u username:password

Do not post the resulting output here but instead review it for possible reported causes, i.e. VM error code; choosing to ignore this advice and posting the output here unredacted or incorrectly redacted may reveal your email address, password and / or public IP Address.

FYI if there is no issue then you should see the following output from the curl command:

⋮
> AUTH PLAIN
< 334 
> [Redacted]
< 235 2.7.0 SMTP350 Authentication successful for user [Redacted]
> HELP
< 214-2.0.0 This is cmsmtp ESMTP service help
214-2.0.0 This is cmsmtp ESMTP service help
< 214-2.0.0 To contact postmaster send email to postmaster@virginmedia.com.
214-2.0.0 To contact postmaster send email to postmaster@virginmedia.com.
< 214-2.0.0 For local information send email to Postmaster at your site.
214-2.0.0 For local information send email to Postmaster at your site.
< 214 2.0.0 end of HELP info
214 2.0.0 end of HELP info
* Connection #0 to host smtp.virginmedia.com left intact

Otherwise unsuccessful will look similar to the following:

⋮
> AUTH PLAIN
< 334 
> [Redacted]
< 525 5.7.13 Authentication Denied (VM320)
* Closing connection 0
* TLSv1.2 (OUT), TLS alert, close notify (256):
curl: (67) Login denied

 

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