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Legacy email account - NTLWorld

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Hi, I'm writing on behalf of my Aunt who upgraded her iPad recently and is now having issues accessing her emails. We had to change the password by phoning customer services who helped us log back in. The Website and web-mail are working perfectly, it's just the IMAP/SMTP that are not working. I've tried the mailbox settings on three different devices, two iPads and a windows laptop, tried all different imap addresses and ports I've seen. I don't know what else to do except set up an email forward to her iCloud address and sunset the NTLWorld email.


Very Insightful Person
Very Insightful Person

@satyris410 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.

Once you have the app password enter it into the password fields for the email clients that your Aunt is using.


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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By the power vested in me as lord high commissioner of Awesome, may I present to you, Graham Underscore A with your new superlative: Most Insightful Person. 

Thanks a lot for your help mate

Forum Team (Retired)
Forum Team (Retired)

Hey satyris410 👋

Thanks for posting, and a warm welcome back to our Community.

I'm glad to see that Graham_A has been able to assist with your query on this, and has even earned himself a new title 😉

If you do need anything else, feel free to make a new post and one of our team, or community, will be more than happy to help. 


Reece - Forum Team

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The route to App Specific passwords is now
MyVM > Account Settings > Virgin Media Mail Settings

When you get to that page there is a link to
Find out more about app passwords

However, that just goes to the general email Help screen which has no information about App Specific Paswords!!!
VM please sort that out!!   

And I take it the virginmedia mailboxes are still down as at the time of this post?

And I can't find any email from VM announcing the introduction of App specific passwords?
(To address the issue of 3rd party clients not having 2 factor authentication).  

Hey spehenbrowning, thank you for reaching out and I am sorry to hear this.

The emails wore down for over 21 hours yesterday however they are now back up and running.

However some news this morning is that there is some issues with this still, this could be what is causing your problem. ^MM

Matt - Forum Team

New around here?

I was able to change the password on my primary account yesterday but it is still not sending or receiving e-mails with the new password inserted. Unlike yesterday, it is now online and it no longer asks me repeatedly to insert the password before saying the account and password are not recognised. So, it is said to be online but still not working.