Virgin webmail/email problem again...(ntlworld email)

[mtndave]

My wifes email is e.g. 'wife'@ntlworld.com

This is one on my main virgin account along with my own ntlworld email

A couple of months back she was locked out due to a security flag and having finally reached 2nd line support we went through the complicated process of getting it back - being talked through the convoluted instructions here:

https://www.virginmedia.com/dpb/help/change-my-virgin-media-email-address?_gl=1*1spp7hr*_gcl_au*ODM3...

We were then given a new password (4 x 4 letter words separated by hyphens) which enabled us to continue logging into the original ntlworld address - using our Thunderbird email client.

We now want to look at her webmail for ntl adress and the above password we were given is rejected - sending us round the above loop again presumably....?

We are waiting for 2nd line support to phone back but they usually phone whilst I'm away from pc..

I just wondered if I'm missing something by trying to sign in using that new password ?

Virgin has now started sidelining to spam some regular email senders before they reach our client - hence the need to view on webmail.

We are getting fed up with virgin ntl email and are considering changing to outlook email -  but ntl has been in use for 15 years or more with very simple names, and it will involve a lot of messing about.  Has anyone changed email provider in this way and how is Outlook....? 

[Graham_A]

@mtndave  The four words generated password is only used with email clients such as Thunderbird.  To log into VM webmail you need to use the email username which is either the Ntlworld email address or a third party email address if that was set up when you made the previous changes.  The password to use is the one for the Ntlworld my virgin media account.

[goslow · Accepted solution]

The 4 x 4 password (app password) is only used for email clients.

Under the most recent security changes, each VM email account now has its own 'My Virgin Media' login and its own VM webmail login

To get into 'My Virgin Media' for the email in question you use the third party email address you provided last time for that account as the username and the account password associated with that particular email address.

https://www.virginmedia.com/help/broadband/manage-email-account#a40d8863-1de8-4a2c-88e3-86907c1e7dfb

[mtndave]

Many thanks for both replies - this has clarified things. Have now managed to access wife's ntl webmail using the 3rd party email address, and have flagged the four word password for use only in email client😊

[Ayisha_B]

Thanks for the update @mtndave 

We're glad to hear goslow and Graham were able to assist you 🙂

If you need anything else, let us know.

[muffmasterh]

it doesn't matter what fix they come up with if webmail ( esp ntlworld ) service is as patchy as it has been recently ( completely down today ) you won't have email anyway.

[mtndave]

Agreed - also it keeps marking regular senders as spam before they even reach me - then when I flag them not spam they get through to me, but stay showing in spam list at webmail for a while - very confusing.