"Your Virgin Media Mail account is currently unavailable" - no NTLworld email on webmail or App

[Ian1951]

This seems to be a recurring theme for many.

Today I have no access and get the above message when I try webmail. I have tried to follow the confusing process to re set my mailbox by changing passwords and email addresses but am getting nowhere.

Interestingly my wife has a secondary account to my primary and that is working across her iphone and laptop but mine isn't. It's when you don't have it that you realise email access is to modern life. PLEASE HELP!

[Ian1951]

Could someone from VM please help me with this. It's two days without email now.☹️

[Kath_P]

Hi Ian1951, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you're having an issue with accessing your email address. To get things working again, 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 advising that 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 you set up as the username and your original My VM password.

Please let me know how you get on and apologies for the inconvenience.

Thanks, 

[goslow]

How do you normally access your VM email? Using VM webmail or via an email client such as Outlook, Thunderbird etc.?

[Ian1951]

Thank you for responding Kath. I eventually got some joy through Web Chat. Apparently my mailbox was locked for some reason. They raised an IT ticket to clear this but didn't tell me when this was done. I'd been waiting for an email to a secondary account but it never came. I had to go back to Web Check and go through it all again. On their advice I got a new secure password and I am back in business after almost a week without email. No idea why my mailbox had been locked in the first place.

[Beth_G]

Hi Ian1951

Thanks for the update - I'm pleased to hear you got it sorted in the end but sorry for the downtime you experienced.

We will lock email accounts for security reasons if for example, we've noticed suspicious activity on the account. It can sometimes be as simple as there being numerous logs of failed login attempts or if the password has been changed frequently in a very short space of time.

If you do have any further issues with your account or anything else, please don't hesitate to pop back here. We'll be more than happy to help.