I am unable to connect to email from my iphone

[mikegeorge24]

Yesterday afternoon, 19/11 I saw that my email account was asking for a password, something that has never happened before while using my Iphone.
I have tried to reset the password, recreate the account on my phone, also attempted to understand the instructions posted in various places on VM, however I am unable to reconnect to my email.

I have attempted to log into VM and reset my "app" password, however it seem that I do not have the option to do this, as there is no section (Unless I am being really dim) showing on my account
I have amended my login email address so that it is no longer a @virginmedia.com, not that I can fathom a valid reason for this to be done, I am all for security and 2FA, but there are many other easier ways to do this.
It seems as though VM are trying to baffle everyone with stupidity rather than make it easy for their fee paying customers.
So currently I am without any emails, which is rather inconvenient to say the least.

Any idea how I can reconnect and read my emails would be greatly appreciated 🙂

[Adduxi]

To access VM email you now need a 3rd party email account to logon to My VM, and use this email to work with Webmail.  To use an "app" (this is VM speak for any software that is not Webmail) you need to generate a four word password in the format xxxx-xxxx-xxxx-xxxx and use this along with the VirginMedia.com email address.

It's all in the name of security.   Personally I would strongly recommend anyone using VM email to migrate to a non ISP tied email solution and save their sanity.

[Graham_A]

@mikegeorge24  It sometimes takes a number of page refreshes to get the password option to appear on the page that you have post a screenshot of.  There should be a section headed 'Virgin Media Mail' between Telephone security details and Registered Devices.

[mikegeorge24]

Thanks for the replies, however I have logged onto the VM portal on my phone and a laptop, but still see the same page without the "Virgin Media Mail".
I will keep trying to refresh the page, but in the meantime is anything else that could be done?

[mikegeorge24]

Than you for the reply, however as I mentioned in my post, I don't have the option showing to reset the "app" password

[Graham_A]

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@mikegeorge24 wrote:

Thanks for the replies, however I have logged onto the VM portal on my phone and a laptop, but still see the same page without the "Virgin Media Mail".
I will keep trying to refresh the page, but in the meantime is anything else that could be done?

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There have been instances reported here where the section does not appear if the email address concerned is not correctly attached to the My Virgin Media account that you are logging into.  Are you sure that you are logging into the correct account and that the email address concerned is attached to your current VM broadband account?

[mikegeorge24]

I believe it was, as of yesterday I could connect to my VM account using the VM email address, now I have had to set up a different email address to this account due to the "Well publicised" changes that VM have decided to implement!!!
My concern is that I have lost all my emails, of which a large number are important, I can't even logon via the web as all I get is the page on how to unlock my email password

[Graham_A]

The VM Forum Team staff should be along shortly to assist you with this.

[Nathan_B]

Hi there @mikegeorge24 👋 Welcome to our forum and thanks for your post 😊

Sorry to see you're having issues with accessing your email address. The help provided by others on this thread has been great but as you're still having issues with this I'll be happy to assist further.

I'll pop you a PM to confirm some further details.

Regards

Nathan

[mikegeorge24]

I raised my issue with support via the chat yesterday and am waiting for a call back to discuss, but as yet, still waiting, there doesn't seem to be much urgency from VM to resolve these issues, or have they created so many, that they don't have enough staff to resolve them??
I was reassured that my email hasn't been deleted, so it may  be an issue with the account and email not being connected together, yes I have a valid broadband and phone contract with VM, in fact I recently upgraded to the 1gig