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I changed my NTL email password but it hasn't changed in Outlook and still works there

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Hi so here is the problem I am facing, recently I had a trojan attack on my PC and had my Outlook account compromised, whoever did this gained access to my NTL email address and password, since then I have had numerous emails daily signing me up to all sorts of things, I often get the obligatory "you've been looking at porn sites so pay me $1000's or I will publish them" sent from my own email address - which I always ignore. I have changed the password on the account and the log in details with VM but still 5 days later I am still getting these. I checked my Outlook settings and the password hasn't been changed on it but is still able to load my emails! How can this be? I have removed all the email settings from Outlook, changed my password and contact email address on Microsoft, I only now access my emails by logging into VM, I am still getting emails sent to me from my own address and all sorts of emails arriving.

So what can be done? Is there anything I can do? Is there anything VM can do?


Very Insightful Person
Very Insightful Person

@AlbertTatlock If you changed your password for the Ntlworld email address via the My Virgin Media account then that only changes the password for the My Virgin Media account and VM webmail.

If you want to change the password for use with third party email clients you know need to go through the process to create a generated app password.

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


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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I do not have any VM apps installed either on my phone or my desktop, I however tonight generate an app password on VM, will this be required for any Outlook settings? I have not yet re-installed the email settings in Outlook but I have checked my emails online via VM and I was still getting the hacked emails prior to this. 

Previously I have changed the email password on VM and then had to update it in Outlook settings but this is not  the case this time as the email password in Outlook stayed the same. I will chck the emails again tomorrow and see if the app generated password has worked. 

Thanks for the reply

Hi @AlbertTatlock thanks for getting back to us.

Have you had the opportunity to follow the advice from Graham_A?  If so, how have things been?  Do you still require assistance?



Hi, I had already done the app generated password before I posted on here but I haven't yet set up Outlook to retrieve my emails, I deleted one of my accounts that I used mainly for one off sign ups, I have checked online at my emails and they have now gradually declined until today when I go none of the sexploit ones and none signing me up to tinder, uber or any other site, so something has worked. I will log back on here should anything change but I have to say that this was far more helpful than the customer service telephone call I made, it would have been more useful if they understood English better and the telephone line didn't keep dropping out.

Thanks again, I'll try to install my details in Outlook later this week and see how things go.

HI @AlbertTatlock.

Thanks for the update, please do keep us updated on how you get on.