Outlook issue with virgin media account

Update New Outlook first, then repair it and re-add the Virgin Media account so Outlook creates a fresh authentication session instead of returning to the existing password loop.

Microsoft documented a matching New Outlook issue affecting some third-party accounts when adding an account or sending and receiving mail; its status is fixed as of June 18, 2025.^1^

1. Update and repair New Outlook

Since repeatedly entering the Virgin Media password has not worked, do not continue with that prompt.

1. Open Microsoft Store.
2. Select Library → Get updates, and install any update for Outlook for Windows.
3. Close Outlook.
4. Open Windows Settings → Apps → Installed apps.
5. Find Outlook (new) → select … → Advanced options.
6. Select Repair, reopen Outlook, and test sending.^2^

Repair should preserve the app’s data. If the loop remains, return to the same page and select Reset. Reset removes local application data and requires accounts to be added again.

2. Remove and re-add only the Virgin Media account

Before removal, check Virgin Media webmail and ensure any provider-side calendars or contacts you need are present there.

1. In New Outlook, open View → View settings.
2. Select Accounts → Your accounts.
3. Beside the Virgin Media account, select Manage → Remove.
4. Choose Remove from this device, not Remove from all devices.
5. Return to Accounts → Your accounts → Add Account.
6. Enter the full Virgin Media email address.
7. When Outlook requests the account password during this fresh setup, paste the Virgin Media-generated app password, not a Microsoft password or the normal Virgin Media website password.

Microsoft specifically directs users of third-party accounts requiring an app password to generate it through their email provider and paste it into Outlook in place of the regular password.^3^

Removing an account from Outlook does not delete the mailbox. Avoid Remove from all devices, because Microsoft warns that cloud-only calendar or other data not held in the provider’s webmail might be permanently lost.^3^

If it still receives but cannot send

Use classic Outlook temporarily, if installed, and configure the account manually:

1. Open classic Outlook and select File → Add Account.
2. Enter the Virgin Media address.
3. Select Advanced options → Let me set up my account manually → IMAP.
4. Enter the incoming and outgoing server names, ports, encryption types, and authentication details supplied by Virgin Media.
5. Enter the Virgin Media app password and select Connect.

Microsoft supports manual IMAP configuration in classic Outlook when automatic discovery fails.^4^ Ask Virgin Media to confirm its current SMTP server, port, encryption method, full username format, and whether SMTP authentication is required; the supplied material does not establish those Virgin-specific values.

If classic Outlook sends successfully with those same Virgin credentials but fully updated and reset New Outlook still loops, use classic Outlook or Virgin Media webmail and report the New Outlook failure to Microsoft Support. Classic Outlook troubleshooters do not apply to New Outlook.^5^

References

1. Error, "You may need to make an app password," when you add an account or send/receive email from some third-party email accounts | Microsoft Support
2. New Outlook playing up - Microsoft Q&A
3. [New Outlook](https://support.microsoft.com/outlook/getstarted/add-an-email-account-to-outlook-for-windows#troubleshoot-password-issues-when-adding-an-account-in-new-outlook)
4. Troubleshoot Outlook email setup | Microsoft Support
5. Issues sending and receiving email | Microsoft Support