Unable to access Webmail

[norbertcolon]

Hi,

I am unable to access my NTLworld email account via webmai. just says the email address or password is incorrect.

The email address works fine via outlook.

I do not understand why i no longer have webmail access?

Thanks

[Graham_A]

@norbertcolon Is the email address concerned connected to your current Virgin Media broadband account?  If it isn't then webmail access is the first to go when the account is in the early stages of being deleted by VM.

[norbertcolon]

Hi Graham,

Thanks for the reply.

The NTL email address in question was originally my primary account email, but is now my secondary account due to recently receiving an email from VM/O2 requesting i change it to a non VM email address.

I have tried to change the email address back to the primary email, but VM state i cannot use an NTL or VM as a primary email.

So, i now have a 3rd party email address for a VM account, which i find really odd, as any emails direct from VM now go to my wife's non VM email address, which is very inconvenient to say the least!

Surely this cannot be correct that i cannot use a VM or NTL email address with virgin media??

Many thanks

[Graham_A · Accepted solution]

No it isn't correct, the change of username to a third party email address should not change the underlying email address.  The new username is used for access to the VM webmail account and the My Virgin Media account for the email address concerned.

Access to the email address via an email client such as Outlook still needs the original email address as the username together with a generated app 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

https://www.virginmedia.com/help/broadband/manage-email-account

[norbertcolon]

Ok, have changed the password.

Outlook no longer works, due to the change. Have updated outlook with new password and it works.

Webmail is still stating incorrect email or password, with the new password.

[Graham_A]

@norbertcolon Under the new system as I mentioned earlier there are now two usernames and passwords for each VM email account.

You use the original email address with the app generated password for access via an email client such as Outlook.  You use the third party email address and normal account password for VM webmail and the My VM account.

[norbertcolon]

My VM account details are:

me@mywifesemailaddress.com As an example, the password 12345 logs me into my VM account. I cannot send or receive VM emails using this non VM email address, due to it being hosted elsewhere.

My VM email address is:

me@ntlworld.com and the password has been changed to ABCDE via my VM account. I can send and receive via outlook, but cannot log into webmail using the same password.

Surely the NTL email address and ABCDE password should log me into both outlook and the webmail, or are you saying that i need a different password for the webmail? Regardless of which password i use for webmail, it will not allow me to log into webmail.

The above emails and passwords are not real, just in case anyone is wondering 😉

[Graham_A]

Using your made up settings Sending via VM webmail uses the third party username and the 12345 password. However Outlook needs you to use the Ntlworld email address as the username together with the generated app password in the format xxxx-xxxx-xxxx-xxxx.  The four words may be more than four characters and the hyphens must be included.  So yes there are two different passwords.

It sounds like you may need additional assistance from the VM Forum Team staff.  They should reply here tomorrow.

[norbertcolon]

Sorry, but i have just got my head around this and i can now log into webmail.

The process appears very odd, as i'm logging in using someone else's email address to access my emails!

Really appreciate your help, time and patience on this. Have a good day (well, tomorrow).

One last quick question. Am i stuck with the VM Account log in email me@mywifesemailaddress.com or can this be changed back to my NTL email address. i have a feeling your gonna say i'm stuck with it?

Many thanks again

[Graham_A]

Your not stuck with it but you can't change it back to your Ntlworld email address.  You could however create a new email address with another free email provider such as Gmail or Outlook and change the username to that one.