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Kempson02's avatar
Kempson02
Joining in
2 years ago
Solved

Outlook link to Virgin email

Until Friday evening I was happily using Outlook as my main email system in sync with the underlying Virgin email. When I switched on on Saturday morning I had been locked out of my Virgin email comp...
  • Graham_A's avatar
    Graham_A
    2 years ago

    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

Graham_A's avatar
Graham_A
Very Insightful Person
2 years ago

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

  • Kempson02's avatar
    Kempson02
    Joining in
    2 years ago

    Thank you so much Graham - this advice coupled with the advice on which email to use in the post below has enabled me to get Outlook up and running on my PC. Unfortunately I still can't access my email on my Android mobile phone. I've changed the password in the Server settings to the same password as on Outlook but it won't accept it. Are you able to help with this problem please?

     

  • novmsupport's avatar
    novmsupport
    Joining in
    2 years ago

    I have got a similar problem.  Bought a new PC and trying to set up Outlook client with no success. Have always set up Outlook before with no problem using the IMAP and SMTP server settings and before that POP3 settings but fails this time around. You would expect info on how to connect Outlook to VM e-mail servers would be published on a help page and known to support staff but not found official guidance or anybody in support prepared to advise on setting up Outlook.  I have been deflected by being asked to try another device or a different browser which I did with no success but why should I be asked to experiment!  I was able to access e-mails from my phone but after eventually getting through to VM (experiencing a high volume of calls ..as always)  the support person changed something to fix it and changed e-mail password now even my phone doesn't work.  Web site explains how to fix a mail unavailable problem but manage e-mail password isn't present on my account settings or account details so I have no way of changing e-mail password.  It's terrible  to be told wait for a call in a few days (maybe) whilst still can't get at my e-mails.  I wish VM had insightful support people who have the means to tackle the issue straight away.  And another thing, it's totally crazy to have to use 'another' e-mail address that's not blueyounder to change my virgin media password. If we didn't have google what would we do! 

    • coenoby's avatar
      coenoby
      Very Insightful Person
      2 years ago
      novmsupport wrote:

      "You would expect info on how to connect Outlook to VM e-mail servers would be published on a help page" 

      I'll say at the outset I am not defending VM but just trying to offer some (hopefully) useful advice.

      There is a Helpsheet from Virgin Media which has a lot of information about using VM's email service including a section on "How to set up my Virgin Media email on a device" which takes you through the necessary steps.

      Sadly. that is not easy to find but here's a link to it https://www.virginmedia.com/help/broadband/manage-email-account 

      "the support person changed something to fix it and changed e-mail password now even my phone doesn't work. Also. it does not specifically"

      That sounds as if that they did not explain to you about the need to generate a "mail app" password for Outlook ans any other email apps that you use. However, I see that Graham_A helped you with that when you posted back in September but I have repeated it here again for the benefit of anyone reading this for the first time.

      It does seem that many VM support staff appear to be unaware that VM now insist that you use the mail app password in the email settings of all your email apps.

      The Helpsheet in the link explains how to generate a new mail app - see the section "Setting your app password to use an Email app".

      Just for completeness, to access your VM email account directly on the VM website you now need to enter the third party (non VM) email address as the username and the "normal" password that has just been reset.

      "manage e-mail password isn't present on my account settings or account details"

      Sorry, I cannot offer any solution to that although I know a lot of people are currently experiencing it. All I can say is that I have also experienced that on My Virgin Media account a few times. However, I found that it always came back when I have refreshed the web page a few times.

      Coenoby

      • Matthew_ML's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team
        2 years ago

        Thank you for posting some advice ceonoby.

        I hope this does help but if it doesn't please do let us know. Cheers 

  • hotrod's avatar
    hotrod
    On our wavelength
    2 years ago

    Thanks Graham! Wife's phone and Outlook up and running. Hopeless trying to get the required info out of the call centre people. NEED to talk to a techy here in the UK to resolve techy problems!

    My wife had received quite an obscene email supposedly from her email account so VM locked it after which they sent out an email stating why it had been locked and how to unlock it, yes after it was locked so we didn't see it until the account was available again. Well done VM on the ball as usual!!

    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team
      2 years ago

      Glad to hear this is all working for your Wife again hotrod 
      My apologies that the email with the information about the access was sent to the locked email. 

       

      Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :). 
       

      • Bunker1's avatar
        Bunker1
        Just joined
        2 years ago

        I did what was suggested and used a different email address and their generated password. It now works fine on the laptop but on the desktop it has not rebuilt the mailbox in two days. It is the same mailbox and the same outlook. Any suggestions?