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ntl email address appears to have disappeared overnight

scarletp
Superfast

hello,

overnight my husband's emails have disappeared from webmail and I notice there is a small exclammation mark in a warning triangle against his email address in webmail. We are more concerned than usual about this as he is awaiting correspondence email from hospital so we are hoping the problem can be restored soon.

I am the Virgin Media account holder but I now use a 3rd party email address (gmail) for 'My VM login' and that is also the contact email for VM. That was all set up by Kath some months ago so personally, I do not have an ntl email address any longer.  Hopefully any contact will still go to my gmail address.  Husband preferred to continue using his ntl one.    

Thank you

1 ACCEPTED SOLUTION

Accepted Solutions

用心棒
Very Insightful Person
Very Insightful Person

_2-1690890655524.jpeg

The above highlighted error message can usual be resolved by:

  1. opening an Incognito / Private browser window

  2. sign in here https://mail2.virginmedia.com with the authentication credentials of the problem account; in the above example it would be richard.branson@blueyonder.co.uk.

    If sign in is unsuccessful try the forgotten password link Forgotten your Password? | Reset Here | Virgin Media
  3. once successfully signed into webmail go to Login to My Virgin Media | Virgin Media and select Sign in

  4. select Account settings > Virgin Media Mail settings > Generate new App password

    NB if prompted to “Verify it is you” then follow the instruction to change your Sign in Email Address to a non-Virgin Media one. Once the verification process is complete repeat step 4

  5. make a note of new App Password

  6. sign out or close window

  7. now back in webmail, select Edit located adjacent to problem account; in above example that would be richard.branson@ blueyonder.co.uk

  8. scroll down to Incoming server section and enter App password, noted in step 5, in Password field

  9. scroll down further to Outgoing server (SMTP) and set Authentication to As incoming e-mail server

  10. select Save

-- 
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
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2 REPLIES 2

用心棒
Very Insightful Person
Very Insightful Person

_2-1690890655524.jpeg

The above highlighted error message can usual be resolved by:

  1. opening an Incognito / Private browser window

  2. sign in here https://mail2.virginmedia.com with the authentication credentials of the problem account; in the above example it would be richard.branson@blueyonder.co.uk.

    If sign in is unsuccessful try the forgotten password link Forgotten your Password? | Reset Here | Virgin Media
  3. once successfully signed into webmail go to Login to My Virgin Media | Virgin Media and select Sign in

  4. select Account settings > Virgin Media Mail settings > Generate new App password

    NB if prompted to “Verify it is you” then follow the instruction to change your Sign in Email Address to a non-Virgin Media one. Once the verification process is complete repeat step 4

  5. make a note of new App Password

  6. sign out or close window

  7. now back in webmail, select Edit located adjacent to problem account; in above example that would be richard.branson@ blueyonder.co.uk

  8. scroll down to Incoming server section and enter App password, noted in step 5, in Password field

  9. scroll down further to Outgoing server (SMTP) and set Authentication to As incoming e-mail server

  10. select Save

-- 
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Select Mark as Helpful Answer or 🖒 Kudos to say thanks

Thankyou for your reply. 

I eventually managed to sort it myself as was unaware there had been a response.  No definite idea what I did exactly (but I was determined and persistant). I know I didn't end up changing the password as such. It's all back to normal now thankfully.    

Wish I knew why these things happen suddenly and go wrong without us users doing anything to cause the problem in the first place.