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TonyS's avatar
TonyS
Joining in
2 months ago
Solved

Abruptly locked out of email account

I was working on my Virgin Media email account this morning (on laptop browser) when I was abruptly locked out. If I try to access VM email now I get a screen saying my account is unavailable and giving me a link to FAQs.

On my phone I use a third party email app to access my VM email. This is asking me to submit credentials but rejects my username/password.

I called telephone help but the VM person was unable to resolve my issue.

I have tried setting up a new VM-O2 login but I still can't access my email. 

Could anyone suggest a resolution? Thanks.

  • Gareth_L's avatar
    Gareth_L
    2 months ago

    Hello TonyS.

    Thanks for your post.

    Sorry to hear about your email error.

    With 3rd party email apps, we have updated the security settings to a generated password that is to be used.

    If you can follow the instructions posted on our community here and let us know how you get on, that would be great.

    Gareth_L

     

4 Replies

  • Gareth_L's avatar
    Gareth_L
    Icon for Forum Team rankForum Team
    2 months ago

    Hello TonyS.

    Thanks for your post.

    Sorry to hear about your email error.

    With 3rd party email apps, we have updated the security settings to a generated password that is to be used.

    If you can follow the instructions posted on our community here and let us know how you get on, that would be great.

    Gareth_L

     

  • TonyS's avatar
    TonyS
    Joining in
    2 months ago

    Thanks for your reply Gareth - much appreciated.

    I have now managed to reset my email password having logged into VM using a new VM-O2 ID. I can now see my emails in the browser and on my phone using my email app.

    I spent quite a bit of time on the phone today trying to resolve this - unsuccessfully. The VM person on the phone said he would refer it to the CMS team and gave me a ticket number. Now I've resolved it with your help, this issue can now be closed. I'm not sure how to notify someone of that.

    But thanks again - the process wasn't at all intuitive, and I wouldn't help figured it out without asking. Hopefully it stays fixed!

    Tony

    • John_GS's avatar
      John_GS
      Icon for Forum Team rankForum Team
      2 months ago

      Hi TonyS 

      Thanks for coming back to us. We're glad to hear it's all resolved.

      Is there anything else we can assist with?

      Best wishes.

      • TonyS's avatar
        TonyS
        Joining in
        2 months ago

        I think I'm ok now. Thanks very much once again.