VM mail is OK but Thunderbird I cannot login

[gus0898uk]

I use my Virgin Media email as standby, using Mozilla Thundebird as my main email, emails are fine on the VM and also on my mobile phone, but I am unable to login to Thunderbird for some reason.

We may have a little trouble with this because I am from the analogue era and not fully clued up on IT matters.

I have tried following a couple of youtube videos but that didn't resolve the matter and I note from some posts on here others have had similar problems, but there is not enough detail for me to follow.

I did get to the stage on VM where I had to use anon VM email address to login, but once I saw it would affect all of my VM stuff as well i didn't bother. The problem with dunces is we try to do do things but make matters worse.

Any help appreciated, thanks.

[paul243]

Ps Are you suggesting I have to change my address I have had for many years to continue having access via VM?

I understand I cannot open a new mail account with my existing address

[Graham_A]

Sorry but your previous reply is contradictory.  You state that your email address is a non Virginmedia one and then set out an address ending in @ntlworld.com.   Addresses ending Ntlworld, virgin.net, blueyonder.co.uk are all Virginmedia email domains.

Did you read the help page that I posted a link to?

[paul243]

Sorry did not know ntlworld was a VM address.

Can I ask a simple question please.

If I obtain another ,free, email address purely to log in to VM account and TV ,GO, etc. will my existing [MOD EDIT: Personal info] ntlworld still function for mail. or do I have to advise all my contacts etc of the change?

Thanks All

[Graham_A]

Changing the username only affects the way you log into the account via My Virgin Media, VM webmail and the other VM apps.

The underlying email address will continue to operate as before .

[paul243]

Thank you Graham for a straight answer.

In you opinion will auto generating a new password have an effect on solving the problem of sending mail via Thunderbird?

[Graham_A]

If Thunderbird is not responding with your existing password then following the new process to generate an app password may well be your way to a resolution.

As you are beginning to find out VM have now got a complex system where each email address has two different usernames and two different passwords.

The third party username and VM password are used for My VM and webmail access.

The full email address together with a generated app password is used to access the email via apps/email clients such as Thunderbird.

The password databases are now separate so changing the My VM password does not change the email account password.

[paul243]

Strange that I can send and receive on my PC, receive on i Phone but not send on i Phone

[paul243]

Thanks for your replies, Graham, appreciated.

Still struggling ,can you please advise how to contact a tech, is this site monitored?

Tried customer services  but less than helpful, transfer me but line disconnects.

[Graham_A]

@paul243  Yes, VM Forum Team staff monitor this forum and will pick when issues persist.  Look out for their response in due course 

[paul243]

Thank Graham