NTL WORLD ADDRESS LOCKED

[Poj1]

Thank you Virgin Media for locking my ntlworld.com email address last week and throwing my emails into chaos.

My account was working perfectly well then early one evening was locked with no warning. On Thursday I spent nearly two wasted hours (longer if you include the appallingly long wait to get through) speaking to two less than competent phone operators about this problem. Eventually I was promised a call back within 72 hours. This has not happened.

I can now only see my emails properly my logging into My Virgin Media. I have set up messaging forwarding to a newly generated gmail account but this does not work for every message that has been sent to me. 

Why cannot a VM operator just simply unlock my ntlworld.com account and allow me to get back to normal with my emails?

[Graham_A]

@Poj1 If you can access the email account via My Virgin Media/webmail then the account isn't locked.

If you are having issues using an email client to access the account then you may need to generate an app password to use to authenticate the account.

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.

This process will likely require you to change the username for the account to a third party email.  You can use your new Gmail account for this.

https://www.virginmedia.com/dpb/help/change-my-virgin-media-email-address

[Poj1]

Hi, Graham,

Thanks for your advice, but it made no difference.

My VM email account was originally locked because at the start of all this I logged on and was presented with a message that said so. I can only see my messages via My Virgin Media, or partially see them through gmail. I cannot set up Outlook on my laptop or the email app on my Kindle to receive my messages.

My main beef is the terrible customer service from VM. I was promised that I would be called back by an expert in 72 hours. This has not happened. I have also email a complaint and was promised a response in two days. Nothing. I am now constantly getting a gmail notification to "Enter Credentials" but nothing is working.

I'm really at the end of my tether with this. When I generated the new app password, should it have taken effect immediatley? If so, this method does not work sorry.

[Graham_A]

The generated app password should work straight away although sometimes it can take up to 30 minutes.

When entering the account credentials into the email client the username remains the original email address, not the third party username.  The generated app password needs to entered exactly as presented with the hyphens between each of the words.

[Poj1]

Sorted, finally! Many thanks!