Webmail login and app-password

[TCPIP]

I have an @ntlworld.com address as a secondary account, and use Outlook with an app-password to access email. All works well.

I also have a password from before the app-password was established that I could use to log in to view webmail.

I am unable to log in to webmail with either the original password or the app-password. Attempting to reset the password for the account results in an error message "Please ensure you provide the email address you use to sign in to My Virgin Media".

What to do next?

I'm trying to review the spam folder which is only available on webmail.

[用心棒 · Accepted solution]

Were you forced to change your Sign in Email Address to a third-party / non-Virgin Media one when generating the app password or making other sensitive changes? If so then try using that email address with your sign in password, i.e. not the app password.

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[TCPIP]

Thanks for your help. Logging in using the previously registered non-VirginMedia email address worked.

It's a bit counter-intuitive, but works when you know the steps to follow.

[用心棒]

Good to read the issue is resolved.