New password for a Virginmedia.com email account

[Leon07]

I have a Virginmedia.com email address (had for a long time) but now need to reset its password (its been forgotten) so that I can access it through Windows Live Mail (WLM).  I can access thIs Virginmedia.com email through Virgin webmail because the Virginmedia.com email address is correctly linked to a third party account (Gmail). So I just log into My Virgin Media, insert the GMail address (and the GMail address password) and the mailbox for the Virginmedia.com email address is then displayed.

The trouble is that there does not seem to be any options to change the password for this Virginmedia.com email address (I dont want or need to change the Gmail password details).  I have gone into my My Virgin Media account to try and change password for the Virginmedia.com email address but the settings now only seem to allow the account to be deleted - there are no other options to manage this specific Virginmedia.com email address. I have read something about generating a separate (app?) password to insert into a third party platform (such a Windows Live Mail) don't really understand this - the help screens are not at all helpful and they constantly confuse passwords for Account Sign In (such as Gmail in my case) with passwords for specific email addresses (such as Virginmedia.com).  In any case, I cannot find any options to generate such an (App?) password for my Virginmedia.com email (it would need to be entirely specific to this email address as I don't want my other Virginmedia.com email address (I have 2) which is currently operating perfectly fine on WLM, to be affected.   Anybody have any answers for this - I am using a PC (Windows) not, Apple of Android.  

[jpeg1]

From the main MVM broadband account you can now only change the password in the primary accoun.  The secondary email accounts now each have their own MVM accounts where you can change their passwords. It's all explained here:

https://www.virginmedia.com/help/broadband/manage-email-account

[Graham_A]

@Leon07 Just to add to the advice from jpeg1, when signing into the secondary My Virgin Media account you need to use the third party email address (Gmail in your case) and account password for the Virgin men email address concerned.

[johnwn]

I have got the same problem.
 But I don't believe the two answers above deal with the original question.  And the various pages on the VM website are contradictory, presumably some of the into is out of date.
The problem is that if "every additional email address has its own MYVM account", we have no way of accessing that one because in the situation all the members complaining are in,
(a) we have never set up a "third party address",
(b) we have lost the password to access the mailbox directly,
and (c) the main MYVM account only allows you to look at or delete the mailbox names, not to request a password change or specify a "third party address".

[jpeg1]

(a) You must now have a third party address, as explained here:

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

(b) When you log into the email MVM you can change the password

(c) That is the new arrangement, as explained above. 

[Leon07]

No you cant.  I agree with JohnWN.  When you log into MVM and change the password, it changes the the third party email password - I know, I have tried it.  You cannot log into MVM for the specific virginmedia email address unless you know the password for it (which obviously I don't). If you select 'password forgotten' it asks you for the third party email address (in my case GMail) to send  the password reset link to - unfortunately it just then resets the Gmail password - I know, I have tried it.  There is no way of going into your account and managing the specific virginmedia email address if you have forgotten the password for it.

[Leon07]

I should add that my MVM account (3rd party) email and password is linked to my virginmedia email address.   Which means that I can access that particular virginmedia mailbox via the web.  What I need to be able to do is access the same Virginmedia email account on my Windows Live Mail (WLM) platform.  I used to be able to do this but now need to reset the password for access through WLM.

[johnwn]

I managed to retrieve my "additional" mailbox and set up a new "third party" and a mail password.

I don't quite know how it happened, but something like this.

Open a "new private window" aka Incognito etc, so that I am not carrying forward any VM cookies that get in the way.

Go to mail.virginmedia.com and select the "forgot password" link, giving the VM e-mail address that I always had but lost the password.

Then I think it instructed me to provide a non VM e-mail address for that address (which of course will be different from the "primary" non VM address that relates to the actual VM account). So I gave a yahoo address i have.
Then it sends a link to the Yahoo address in an e-mail from where I click to "verify this is you".

From there I have to set a password to login to the VM account that is linked to the Yahoo account that relates to the VM address that belongs to my VM account that I access using a Gmail account that relates to my primary VM email address which is actually a ntlworld address.

After I have set that password, I can log into MYVM using the Yahoo address and finally I can change the password on the "additional" e-mail address.

With that degree of "simplicity" (??!!)) I am not surprised that the Virgin help pages make a hash of explaining it.

[Kath_P]

Hi Leon07, 

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 issues accessing your mail via Windows Live. You'll need an app password in order to sync your mails. 

As you've already set up the third party email address, most of the steps have been taken. 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 your email address and you'll be sent a one time passcode to enter on the next page to verify it's you. 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.

These changes have been put in place as Multi-factor authentication (MFA) is now required. Just as a side note, when logging in to My VM, you will need to continue to use the third party email address as the username and your original My VM password.

Please let me know how you get on and apologies for the inconvenience.

Thanks,