Secondary account STILL inoperative!

[jaigee]

I am still getting the following error on my secondary (Wife's) account.

The entered credential or authentication information does not work or are no longer accepted by provider. Please change them.

Could you pleasse advise ASAP as this is now causing serious problems.

[Reece_MH]

Hi jaigee 👋

Thanks for posting, and welcome to our Community Forums.

I'm sorry to hear you're experiencing issues with the Email service for your Wife's account. To clarify, are newer emails showing when signing in to your online WebMail account, here?

Have you also generated an App Password for use on 3rd-party Mail applications? You can do this in your My Virgin Media in your Account Settings and then go to Account details 👉 Mailbox App Password Management.

Thanks,

[jaigee]

Many thanks for the quick reply.

The link to to a WebMail service, whatever that is, does not work.

We do not have any 3rd party Mail applications and why should we when Virgin Mail has worked perfectly for years until the last outage!

I am paying a considerable amount per month and getting less and less for it.

[Reece_MH]

Hi jaigee 👋

Thanks for confirming that. Apologies for the confusion, I was covering all bases and was not implying to get a 3rd-party mailing application. I've just double checked the link, and apologise, I added an additional '.' - can you please try clicking the link again and signing in the there?

Have you attempted to reset the password directly through My Virgin Media? Can you also try signing out of all of your current mailboxes and signing in to the email on its own? Can you provide us with a screenshot of the error you see?

Thanks,

[jaigee]

Thanks for the reply.

The link now works but no joy in any of the instructions.

The screenshot:

[Reece_MH]

Hi jaigee 👋

Thanks for giving the link a try. Unfortunately, it looks like the image you posted may have contained some personal details, so our Mod Team have removed it. Are you able to provide us with a screenshot, whilst censoring out any personal details?

Have you attempted to reset the password to the email?

Cheers,

[jaigee]

Thanks for thr reply.

Still no joy on the account.

The error reads:

[jaigee]

Thanks for the reply.

Tried everything.

The error reads:

[Matthew_ML]

Okay no worries at all, 

I will send you a PM so we can look into this in more depth, please keep an eye out for it in your messages. Cheers