Cannot login to My Account to set up new Email App Password

[TimbreWolf]

Hi All

I was prompted to do this as why wife's email account suddenly stopped working. When I tried to log in to check I could not access my account to get into the email section. Also there was a message stating due to security implemented recently we need to set up third party email account with Gmail etc???

I managed to set my wife's up ok but now I cannot log in to be able to do my email account.

I have changed/reset the password multiple times but when I go to log in to my account its says the password or email is wrong, which it is not as I write it down each time.

Anyone else getting this issue as it was working fine up until this recent change?

[Clive14p · Accepted solution]

If it helps I had the same problem couldnt reset my password, had to ring virgin they reset it for me but still cannot change it to what I want so stuck with what they gave me, anoying but at least can get into the emails 

[TimbreWolf]

Thanks I will give them a call at some point 🙂

[Zach_R]

Hi @TimbreWolf,

Thank you for your post and welcome back to our community forums. We're here to help.

I'm so sorry to hear you're having some trouble accessing an email account. Is this happening whilst attempting to access it via our webmail platform on our website, or only via a third party mail client app?

Thanks,
 

[TimbreWolf]

Hi Zach its My Account I cannot sign into no matter how many times I try the forgot password it does not let me sign in with the new password even though I get the verify email and click on it once I have created a new password? This link below is on the top right of the Virgin Media Homepage at virginmedia.com.

[Carley_S]

Thanks for confirming this @TimbreWolf 

Can you see if clearing your cache/cookies off the devices allows your to gain access to your online account with the new password? 

If not, do you get the same issue on other devices or browsers at all?

[TimbreWolf]

Hi Carly

Tried the above options but finally got in using third party email address and reset. Not sure why its now working so cannot give you definitive answer at present time. I have always been able to login in on Linux Mint and Windows 11 using Chrome (Linux) Chrome (Windows) and Microsoft Edge and Firefox (Linux) with no issues on different computers. Not sure why we need a third party email address to login to My Account???

[Carley_S]

You can use other emails other than a Virgin or Blueyonder to register accounts, that is not uncommon. If you have unverified the other email as your primary and created and verified a new email address from a third party then this might be why from my understanding of what you have posted. 

Glad to hear that you have resolved this for yourself. Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :).