Why it it so hard just to set up email on outlook - I am just going round in circles

[colin63]

I have just bought a new laptop with MS Office and Outlook.

I just want to set up my 2 virgin email address's in Outlook.

I have tried the instructions on this forum and they don't work

I have told Virgin of a new email address and received an email from virgin to this address. It requests you click on a link to verify it which when you do brings up a virgin screen asking for an email and password. What i am I expected to enter in here as the new email address I have given virgin has no password and the virgin email and password doesn't work. 

I have been to my virgin media and tried to set up password for the new email there but that just said I hadn't verified the email which I can't do as per above.

[Tom_W1]

Hi @colin63 thanks for your post although we're sorry to hear of the concerns you've raised here.

You need to follow these steps please, let us know how you get on:

Please log in to My Virgin Media here > Click on Account settings > Virgin Media Mail settings > scroll down to the App password section and click the Generate new App password button.

You should get a pop up message asking you to verify your email address and you'll need to use a 3rd party email address to continue. You'll be sent a one time passcode to enter on the next page to verify it's you. Once verified you'll then be given an app password which will look something similar to: mail-horse-yellow-panda and you should note this down.

To get things working on an email client or app again, you will need to enter the new mail password in the settings. This will allow your emails to load again. In some cases, you may need to remove the email account from the mail client or app completely and re-set it up as fresh. If this is the case for you, please ensure you use your VM email address as the username and the newly generated app password.

These changes have been put in place as Multi-factor authentication (MFA) is now required. Just as a side note, when logging in to My VM, you will need to use the third party email address as the username and your original My VM password.

Give that a try and let us know how you get on.

[colin63]

Sorry still stuck in a loop.

You've recently requested to change the email address you use to sign in to My Virgin Media. Please check your emails and verify this change before making further account changes.

Why does the box asking for a user name and password appear when you try to verify the new email when you click on the verify email?

Got the email but then stuck in loop as advised in original message

[Kath_P]

Hi colin63, 

Thanks for coming back and updating us on this. We're sorry this is happening. Usually when verifying, it should just advise the email has been verified and then ask you to log in. 

Can you try clearing the cache, cookies and browsing history and trying again? 

This isn't something we can do on your behalf I'm afraid. If it doesn't work again, we'll need to look at raising an IT Ticket. 

Pop back and let us know how things go. 

Thanks, 

[colin63]

Hello

Tried doing what you advised but its no change as I still just get the Virgin media logon box and as previously advised.

Colin

[John_GS]

Hi, Colin.

Can you try this for me - https://www.virginmedia.com/help/broadband/manage-email-account

Best wishes.