POP3 authentication failed on blueyonder.co.uk

[So1]

This suddenly happened yesterday.  The SMTP server access is working so I can send but not receive.  I have checked all the settings and these are as they should be.

Please let me know the problem.

[Joseph_B]

Hey @So1,

Welcome back to the Community Forums and thanks for the post.

Sorry to hear you have been having this issue with your email account. Can you confirm if this issue is present on the webmail client? If so have you gone about fully resetting your password and still getting this same issue?

Joe

[So1]

Thank you for your reply.

This issue occurs only when accessing through Outlook on my desktop.  I can send emails from Outlook.  The authentication fails only on the POP3 protocol NOT the SMTP so I don't see how it can be the password.  If you think the password could fail just on POP3 and not SMTP I could try changing it.  I dislike webmail and would like to receive emails on the client of my choice.  Thank you for your attention, any help is gratefully received.

[Kath_P]

Hi So1, 

Thanks for coming back to us here in the Community

It's possible that this is a result of changes we've made recently to improve security. There are some steps you'll need to follow in order to resolve this. 

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 need to use a 3rd party email address to continue. 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 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, 

[So1]

Hi Kath,

Thank you for your reply.    Can I just verify that this will NOT change my email address, just the password.  I understand you want an ADDITIONAL other email address for this one-off verification to take place.  I do not want to lose the blueyonder.co.uk email address.

Sue

[Joseph_B]

Hey @So1,

So yes, with this it will just change the log in, but the email itself will still remain the same and unchanged.

Joe

[So1]

Thanks for that clarification, Jo. I'll give it a go and let you know.

[Ashleigh_C]

Thank you @So1 please do pop back to us once you have been able to try and we will be happy to advise further if needed. 

[So1]

Hello Ashleigh,

I have tried twice now without success.   I did the following: 

"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."

and I got this screen

with my 3rd party email address in the two boxes below.  No verification code arrived at the 3rd part email address.  I sent an email from my blueyonder address to the 3rd party address to test was receiving and it arrived in a few minutes.   I tried this yesterday afternoon and this afternoon.

I don't where I am going wrong - please advise.

[So1]

I have now tried logging in with the 3rd party email as user name but it is saying check email for verification code but none has arrived.