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Ginlake
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Message 1 of 14
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No longer able to sign into Virgin email

Hi

Apologies for resurrecting an old thread - I'm unable to add to the existing thread.

My issue is that randomly, out of nowhere, I am unable to access my email, not through my usual mail programs on various devices, and not through webmail. I keep getting told that my sign-in details are wrong. But I have done nothing to change them. I've tried to reset the password but it won't recognise my username in the Virgin Media account. I'm stumped. 

Can anyone offer any suggestions? It's now Monday and I've been locked out for 5 days.

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Superuser
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Message 2 of 14
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Re: No longer able to sign into Virgin email

Read this:

http://community.virginmedia.com/t5/Email/Orphan-Email-accounts/td-p/3492073

Are you a paying VM broadband customer? Answer that and we can take this further. If you aren't the game is over and your account is irretrieveable.

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Ginlake
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Message 3 of 14
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Re: No longer able to sign into Virgin email

Many thanks for the reply, HowardML. I am indeed a full package Virgin customer. Broadband and telephone.

So, what to do next?

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Superuser
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Message 4 of 14
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Re: No longer able to sign into Virgin email

Good - you replied promptly. So thank you.

This is all a bit odd, especially the bit about not being able to change your password. Can you still log in to My Virginmedia which is where you find the facility to make password changes? If you can't let us know and I'll ask VM staff on this Forum to take a look at your account.

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Ginlake
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Message 5 of 14
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Re: No longer able to sign into Virgin email

No, I can't. When I do the email address plus account number and area code, it says it doesn't recognise me. I am still writing this using my Virgin broadband, so my service hasn't been cut off, it's just the email. 

My only suspicion (which sounds paranoid) was that my account had been hacked and details changed from within, but that does sound somewhat far-fetched. Other than that, I'm baffled. This is the type of message I get on my iPad, iPhone, Mac, Windows laptop. 

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Ginlake
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Message 6 of 14
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Re: No longer able to sign into Virgin email

 

IMG_2621.PNG

 

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Superuser
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Message 7 of 14
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Re: No longer able to sign into Virgin email

@ModTeam

Can you take a look plse. Puzzling that the OP can't get into the forgotten password procedure. The paranoia about hacking is probably not justified but this is odd.


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Forum Team
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Message 8 of 14
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Re: No longer able to sign into Virgin email

Hi Ginlake,

 

Welcome to the community and thanks for posting.

 

I'm sorry to read you are having an issue with signing into your email account.

 

I can certainly take a look into this for you and have sent you a PM (purple envelope icon, right corner) with some details for you to confirm please.

 

Speak to you soon

Sam


New around here? To find out more about the Community check out our Getting Started guide


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Message 9 of 14
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Re: No longer able to sign into Virgin email

@Ginlake

Please respond quickly to the private message. The sooner you do the sooner this will be resolved.

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Ginlake
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Message 10 of 14
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Re: No longer able to sign into Virgin email

Thanks, HowardML

I was away from the computer for the rest of the day yesterday, but am back at it now and have responded to Sam's private message. Hopefully we can work out what the problem is. Fingers crossed, as I have 19 years worth of emails on the address that's stopped working!

All the best

Mark

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