Showing results for 
Search instead for 
Did you mean: 

Upgraded phone - cannot log into emails

Tuning in

When I upgraded phone I was unable to log onto emails via the email app only via virgin media. This is no good as doesn't have folders I set up.

Called VM who were unable to help but reset password?

Can anyone help?


[MOD EDIT: Subject title changed for clarity]


Very Insightful Person
Very Insightful Person

@Susmartin By trying to setup the email address on a new phone app you may have triggered the VM requirement to create an app generated password for use with the email app on your phone.

When you follow the instructions to do this you will probably be asked to change the username for the email account to a third party email address as part of the VM version of two factor authentication.

Read this help section for full instructions:


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

Forum Team
Forum Team

Hi @Susmartin thanks for your post although we're sorry to hear of the concerns raised.

We do hope @Graham_A has been able to guide you appropriately but if you do need any further help, please don't hesitate to let us know!
Many thanks