Help resetting NTLWORLD email password

[robertmcluskey]

I have lost my phone, I am trying to access my email account  without success, is there any way to reset my email password so I can access my email on my new device as I have forgotten it. Thank you

[Kath_P]

Hi robertmcluskey, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you're having an issue with accessing your email. In order for your emails to work on an app or email client, you would need an app password. This isn't something like we can generate or reset on your behalf. 

Please log in to My Virgin Media here > Click on Account settings > Virgin Media Mail settings > scroll down to the App password section and click the Generate new App password button.

You should get a pop up message asking you to verify yourself. If you've already set up your My VM log in with a 3rd party email address then you'll be sent a one time passcode to enter on the next page to verify it's you. If you've not set that up, you'll be prompted to do that. Once verified you'll then be given an app password which will look something similar to: mail-horse-yellow-panda and you should note this down.

To get things working on an email client or app again, you will need to enter the new mail password in the settings. This will allow your emails to load again. In some cases, you may need to remove the email account from the mail client or app completely and re-set it up as fresh. If this is the case for you, please ensure you use your VM email address as the username and the newly generated app password.

If you have issues accessing My VM to complete the above steps, pop back and let us know so we can help further. 

Thanks,