Unable to log into NTL Email via webmail

[hoops65]

I tried to log into my NTL webmail and it would not accept the password which I am 99% sure was correct.  I have reset twice now which says it is successful but still not able to log in saying the password is incorrect.

I can still log in via the original password on my Phone and other Apps which implies this has not changed

Can you advise what is wrong and how to fix

Thanks.

[Matthew_ML]

Hey hoops65, thank you for reaching out and I am so sorry to her about this.

If it working on all the other devices there could be an issue with that device you are trying to login with.

What error is it giving you?

I would make sure the device is fully updated.

[hoops65]

Hi, sorry to clarify, I cannot log in via webmail with the password I changed it to, or the one my apps are using. 

I logged in and change the account to a non NTL account and but when I log in and select the NTL account It says " Your email or password was incorrect. Please try again or go back to change your email."

I have changed this twice via the browser and still get the same error.  Existing Apps on phones/Outlook still work

[David_Bn]

Thanks for coming back to us @hoops65,

Please try clearing the cache on the browser you're using to log into the webmail services and/or seeing if you can login with the new details via an alternative browser.

Thanks,

David_Bn

[hoops65]

Hi, this is does not seem to be a browser issue as I cannot log in to webmail on any device or browser.  The password does not seem to have been changed when I changed it despite having a successful message

I can log into my Virginmedia with the new password but when selecting virgin media email from the quicklinks I get a Forbidden message

Hope that helps

[Graham_A]

@hoops65  Having followed the process to change the username for your Ntlworld email address to a third party email you need to enter the third party email address as the email address when logging in to VM webmail together with the VM account password.

The reason that you can still access the account via email clients is because changing the My VM password no longer changes the password that email apps use.  If you want to change that password you need to go through the process to generate an app password as detailed in the VM help pages.  https://www.virginmedia.com/help/broadband/manage-email-account

[hoops65]

Hi, thanks by changing the password again for the email I was able to get back into webmail

Thanks

[Akua_A]

Glad to hear this @hoops65 

Please continue to monitor this and let us know if you need any further help 🙂

Thanks,

[hoops65]

Hi, This has occurred again.

I can sign into My.virginmedia.com when I click on emails I have tried with both my VM account password and my email password and I cannot get in. 

If I sign in with as my VM account email (not NTL address) I get prompted for a password.

If I then enter my VM account password then goto email I get a 403 forbidden message

If I use my mail password then it says my email or password are incorrect.

I suspect it worked last time as I had authenticated with VM then changed mail password and was able to log in to mail while authenticated to VM.  That token has now expired

[Vikki_M]

Hi hoops65

We're sorry to hear this has occurred again.

Are you logging in via a third party app such as outlook?

Or directly via our webmail?

If webmail, could you please try changing the password again?

Please pop back to us when you can.