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ntlworld - suddenly neither me or my wife can send emails from our laptops or mobiles

Tuning in

changed password via virginmedia etc and even tried a new email client, any suggestions as to why this has happened and how to resolve.


Forum Team
Forum Team

Hi Yevil


Thank you for your post and welcome to our community.


I am sorry to hear about the issues you are having with the email accounts.


Are both emails accounts linked to a current active broadband account with us?


Are you getting any error message when trying to send the emails?


Please pop back to us when you can. 



Vikki - Forum Team

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Yes, both accounts are linked to a live VM broadband account. Error messages are related SMTP settings, checked and appear to be correct - sample below.



Forum Team (Retired)
Forum Team (Retired)

Thank you for letting us know. 


Is it possible you can do the following step by step please: 


Step 1: Recover the MyVM Password

Select sign in 
Select Forgotten your email or password? under the password box 
Follow the instructions to change your password 

Step 2: Generate a new E-mail App Password

Sign in to My Virgin Media 
Go to Account settings, then Account details 
Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail 
Then, under Virgin Media Mail app password tap Get password 
Continue the flow and a new secure password will be generated, and the mailbox unlocked 
Update any third-party apps that may be use to access your Virgin Media Mail emails with this new app password.