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Set up ntl email on iphone

sooby1969
On our wavelength

I have had to delete my ntlworld email from my iPhone for security reasons and now want to add it back, but it won't let me. When I go to add my account, it keeps coming up 'no password provided for .... please go to account settings' 

Which I can't find. I seem to be going around in circles and it's infuriating. I've even gone onto my virgin media and done the app password reset but nothing is working.

Please please help

11 REPLIES 11

Graham_A
Very Insightful Person
Very Insightful Person

@sooby1969 Did you definitely set a new app password for the email account concerned?  Each VM email address has a separate My VM account.

When re adding the address to your phone email client you need to use the full VM email address as the username together with the app password.

If you still get problems check if you can access the email address concerned via VM webmail.  For this you will need to use the third party email username for the email address plus the My VM account password for the email address.  https://mail.virginmedia.com/

________________________________
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
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Zach_R
Forum Team
Forum Team

Hi @sooby1969,
 

Thank you for your post and welcome back to our community forums. We're here to help.

I'm sorry to hear that you're having some trouble using your email account on a mail app. Has the advice offered by @Graham_A helped at all, or do you need further assistance?

Thanks,
 


Zach - Forum Team
New around here? To find out more about the Community Forums, take a look at our FAQs!


sooby1969
On our wavelength

I need further assistance please. I have done the above but it hasn't helped. I access my VM account under one email address, but then go into my NTL email from this page, as set upby Virgin Media. But from this page, I do not have the option to generate an app password?

 

Graham_A
Very Insightful Person
Very Insightful Person

You need to log out of your Virgin media account and then sign back in to My VM with the Ntlworld email address and current password.

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.

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

________________________________
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

sooby1969
On our wavelength

When I sign into MY VIRGIN MEDIA and try to manage app password, the email address displayed there isn't the one I set up, but one that has been generated by VM. I have now just been on the phone for 20 minutes to get this sorted out, and it ended with them saying this email address doesn't show their end and if I signed up for some support package at £9.99 per month, they would be able to sort it as this obscure email address doesn't show their end. How infuriating!!!!! Please help before I smash my phone up and cancel my contract Grrrrrrrrr

Graham_A
Very Insightful Person
Very Insightful Person

@Zach_R should be able to help further when he responds to this thread.  He will probably want to take it to a private message exchange to gather the specific details.

________________________________
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

Graham A ... When I sign out in using the link you gave and my NTL email address and password, the account settings and account details are not there. All I have is email address, password and password security question. In the box below this I have 'registered devices' and in the box beneath that, I have the option to sign out of all devices. The only time I get the option to do into account details is if I sign in to my VM using the new user name they said I can use after VM had trouble last year. But this is where some random email address is showing. It's so confusing. I just want emails back on my iphone like they were before 😞

Graham_A
Very Insightful Person
Very Insightful Person

When this has come up in the past it is because the email address in question isn't connected to a current VM broadband account. In such cases the option to create an app password has been missing from the My VM account settings.  As I posted earlier you will need to wait for the VM Forum Team staff to get back to you.

________________________________
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

sooby1969
On our wavelength

Still waiting for the VM team to get back to me .....