Additional email inboxes not working

[Shaun6502]

This has just happened to my sons email whilst updating his phone, seem to be going around in circles trying to email password working.  I can no longer manage accounts only delete them

help please

[Graham_A]

Each email address now has its own My VM account

Secondary accounts changes now have to be made via the My Virgin Media account for the secondary email.

First sign out of the primary account then
Sign into the account here: https://www.virginmedia.com/my-virgin-media using the email address concerned and the current password. Once logged in click on Account Settings then Account details. You should now see the options to change password etc.

If that isn't available try https://www.virginmedia.com/my-virgin-media/forgotten-details/password

If no security answers have been set for the email address concerned then you will need to call in for support and select technical issues> email

You are likely to be asked to change the username for the secondary account to a third party email address in order to verify ownership of the account before you can change the password.  This is part of Virgin Media's new multi factor authentication procedures.

[Shaun6502]

I've talked to someone on 150 who has reset the password, but when I log in to change the password it's now asking me to set up a new 3rd party email address

So I'm guessing this will mean that my son loses his ntlworld email address?

[Graham_A · Accepted solution]

@Shaun6502 No it doesn't alter the underlying Ntlworld email address.  The third party email address becomes the username for the Ntlworld email address for log in purposes to the My VM account and VM webmail only.

Access to the Ntlworld email address via an email client will continue to use the Ntlworld email address as the log in name together with the app generated password.

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

[mutineer]

Sadly the ntlworld.com server appears to be unreachable from a gmail mail client, even after setting up and using the app specific password correctly.  It does not seem to be possible to access ntlworld email using gmail as a client (via the 'gmailify' dialog).  Webmail is accessible, but third party access to the ntlworld service appears to be broken.

[mutineer]

@Graham_A  I'm not sure if I should open this up as a separate thread..   please feel free to redirect this!

[JFA]

@mutineer I have the same problem, but it's specific to Gmailify - Thunderbird works OK. I'm guessing that the root of the Gmailify issue is that the ntlworld.com domain of the email address is not the same as that of the server (imap.virginmedia.com). There is no way of entering the actual server address in the brief Gmailify "wizard" - it just appears to assume that the relevant server is what comes after the '@' in the email address. That's my guess, anyway; anyone know any more?

[Zach_R]

Hi @JFA,

Thank you for your post and welcome back to our community forums.

I'm sorry to hear that you're having some trouble using an email address/account on a third party email client/app. We have information here regarding how to manage an email account, including setting it on a third party email client/app. Does that help at all?

Thanks,