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Re: Additional email inboxes not working

Shaun6502
Tuning in

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

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Accepted Solutions

Graham_A
Very Insightful Person
Very Insightful Person

@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

________________________________
Graham

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media, I'm a VM customer. There are no guarantees that my advice will work. Please read the FAQs
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

See where this Helpful Answer was posted

5 REPLIES 5

Graham_A
Very Insightful Person
Very Insightful Person

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.

________________________________
Graham

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media, I'm a VM customer. There are no guarantees that my advice will work. Please read the FAQs
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

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
Very Insightful Person
Very Insightful Person

@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

________________________________
Graham

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media, I'm a VM customer. There are no guarantees that my advice will work. Please read the FAQs
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

mutineer
Dialled in

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
Dialled in

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