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Ntlworld email not receiving incoming emails in Gmail

Tuning in

Since last Thursday, 3rd August, I have not been receiving incoming emails via the Gmail app.  I am able to send emails from this account but they do not show up in the sentbemails in MyVirginmedia. I am a VM broadband customer and seeing other people have this issue, I have deleted my Ntlworld email from the Gmail app,  generated a new VM password and created a new Ntlworld email on the Gmail app.  This worked last night, 5th August,  as it brought in all my emails.  However, this morning it has stopped working.  Do I now always have to get my emails on the VM website?


Very Insightful Person
Very Insightful Person

@Tracy13 wrote:.  Do I now always have to get my emails on the VM website?

Something strange  seems to be going on at the moment, whether it's VM or the Gmail Android app I don't know.

Here's what I'm seeing:

1) Today my Gmail Android app is not picking up emails for my VM (Ntlworld) email account. However, the following email apps/clients that I use are picking them up with no problems:

  • my Gmail account on the web,
  • Mozilla Thunderbird
  • Microsoft 365 Outlook
  • Blue Mail

2) My Android Gmail app is continuing to pick up my other non VM email accounts .

So it seems there is a problem specifically with VM and the Gmail Android app.


Updated to say that my VM emails have just started to appear in the Gmail app. The last test email I sent to my Ntlworld address appeared straight away in my other apps but took 2 hours to arrive in the Gmail app.

I have just sent another test email which has already arrived in the other apps but has not yet appeared in the Gmail Android app.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media.

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I am experiencing exactly the same issues and it suspiciously coincides with a move over to O2 from Virgin mobile. When I try to set it up on another app it says my IMAP password is incorrect.  Does anyone know how to recover this?

Hi Liddy1,

Thanks for your post, welcome to the Community Forums!

I'm sorry to hear you're experiencing the same issue. Please be assured that these issues have nothing to do with the mobile migration to O2.

You may need to set up an app password. You can do this by:

Signing in to My Virgin Media
1. Go to Account settings, then Account details
2. Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail
3. Then, under Virgin Media Mail app password tap Generate new App password and follow the instructions.

If this doesn't work, have you checked to ensure that your IMAP settings are correct? Here are our recommended settings:

Host Name:
Username: your full Virgin Media email address
Password: your Virgin Media email app password
Advanced settings
SSL Encryption: Enabled
Port: 993 (this may be automatically chosen by selecting SSL encryption)

We have more information and FAQs on email issues here if you'd like to take a look.

Let us know,


Just as an update. I’ve managed to fix all the issues by resetting the IMAP password on the Virgin media app and then deleting and reinstalling my ntlworld email within gmail with the new credentials. I’ve also updated the details in mail and outlook on other devices 👍

Tuning in

Something strange is happening with the Gmail app and virgin email.

If I use another email app everything is there as expected.

If you search for an email using the Gmail app which you know is there but is not showing up, the app will find it and it will then show in your Gmail inbox.

I have installed the K9 mail app and everything works fine.



>So it seems there is a problem specifically with VM and the Gmail Android app.

@coenoby and others... This is most likely a Gmail App problem, not a VM one…

The Android Gmail App was very recently updated.  Since then there have been reports of some users being unable to sync with their non-Gmail email servers (various vendors, not just VM).

This has been reported to Google Support by users and already escalated to the concerned Gmail team. The team wants relevant details specific to this issue, so for others reporting the same issue be sure to submit feedback directly to the concerned Gmail team via the Feedback option in the Gmail Android mobile app. This process also includes relevant device, browser, app, and OS details as well to best help the team. The team is known to read all feedback submitted to them, although they may not respond back unless they desire additional information related to the topic of your feedback. The purpose of sending Feedback is to also give the team a measure of the volume of users being affected by an issue or requesting a particular feature. 

Uninstalling this update appears to the only persistent solution until Googe provide a fix: after providing Feedback to Google via the App->Feedback option, you can uninstall updates via Settings->Apps->Gmail->Uninstall Updates. Hopefully Google will provide a more permanent fix in due course.

Up to speed

UPDATE: Google have released an update which appears to have resolved the issue...

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I've been in the same situation for 2 weeks now in not receiving any of my ntlworld address emails in Gmail ? Had  two Virgin techies talk me through resetting by removing my account from Gmail and generate new app passwords finally add back my account to Gmail  - not surprisingly failed both times ! Only pushes through old emails , on testing no new emails are seen again in Gmail !! As it's a nuisance to have to sign in VM webmail I've got round this by setting auto forward on my ntlworld address to my Gmail email account .  Seems VM are in a right mess since 02 been involved !! 

Hey Bev59, thank you for reaching out and I am sorry to hear this. 

Please do try this step sign in to My Virgin Media then go to Account Settings > Account details > Manage your Virgin Media Mail App Password, they'll be given the option to generate a password.

Once you have done this it will add the extra layer on it should work. Cheers

Matt - Forum Team

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