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Unable to access email

Dialled in

HI, my email (which is a secondary account but used 99% more than my old NTL account!) has always worked fine on my mac computer and mobile phone until today (23/9/23) it now keeps asking for the password , i put the correct password in and it keeps coming back saying "username or password incorrect" which they are not! Help!!!!  cheers Dave.


Forum Team
Forum Team

Hi @davebradley, thank you for your post.

We're sorry to hear about the problem you're having 😔

Has clicking on the link provided by @adrianjacobs and following the advice resolved it?

Please pop back to us at your earliest convenience.


Dialled in

Hi Daniel, the link did not work still no email access, so ended up ringing 150 on my house phone, they could not fix it at your end so have raised a job for your technicians to have a look at within 5days  

regards Dave.

Thank you @davebradley 

I just want to check as we were aware of a wider issue effecting email from yesterday that has since been resolved. How are things looking today? 

Hi Ashleigh, still no change, still cannot log in !! and still waiting for contact from virgin Technical side.

Hi @davebradley,

I'm sorry to hear that. Can you clarify how you're going about trying to access the affected email address/account, and what troubleshooting you've done thus far in an effort to remedy this?


Zach - Forum Team
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Dialled in

Hi Zach, i access my mail through my Mac mail, (my other emails Gmail etc still work fine, ) and on my android phone, my stopped working on Saturday morning saying "unable to verify username and password" also stopped working on my android phone saying "Credentials needed" i know it's the correct username and password as i use Dashlane to manage my logins passwords etc when i rang 150 the lady could see my email but could not reset the password etc on my account so raised a job for a technician to fix it within 5 days (this was Monday morning) if i log in and go on my virgin email browser web page my Virginmedia .com seems to have gone, and only my old NTL email is accessible? 

Hi davebradley,

Thank you for reaching out to us in our community and welcome back, can you try logging in using your Gmail account you used t set up your MFA?



Dialled in

Hi Paul, tried that and still saying cannot verify username and password , the lady who spoke to me when i rang on 150 said the problem was your end as it would not let her reset password etc, hence why she raised a job for your tech side to fix it, this was on Monday, was promised a call to my mobile from tech within 5 days ... still no phone call!!

regards Dave.