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MWild's avatar
MWild
Joining in
9 months ago
Solved

Cannot access my virgin media account

I have been a long time amount holder with virgin and currently I cannot access my virgin media account.  I have a blueyonder email address that I always use to sign in.  I have tried resetting password but doesn't recognise email address.  Tried forgot email address and takes me to account no etc and knows I have an account.  But can't access still.  Any ideas? Did a WhatsApp chat with them today and they reset password there end but still not working

  • Hi All ๐Ÿ‘‹ Just returning to the public thread to keep things updated! 

    Thanks to MWild for Pming with me! We were able to get the My VM logins updated and verified to fix the issue. 

    It's now all sorted! Glad to have been able to help. 

    Please do let us know if there are any further issues! Thanks for your patience whilst we sorted it. 
    Wishing you all the best! ๐ŸŒž

5 Replies

  • sturmason02's avatar
    sturmason02
    On our wavelength

    I have two Virgin Email accounts which have been running for several years. I also have a HotMail account that I set up when I obtained my computer several years ago. I tend to use both accounts. I find now that I am unable to access my two Virgin Email addresses but can access the Hot Mail account. 

    I spent over an hour on the phone trying to sort the problem out. I was told by the Virgin Rep that he would send a link to help to reconnect but it didn't work. What is going on? I'm still unable to access the VM accounts.

    • Molly_T's avatar
      Molly_T
      Icon for Forum Team rankForum Team

      Hi sturmason02 ๐Ÿ‘‹ Welcome to the community forum! Thanks for joining this thread.

      Sorry to hear you are still having some email access issues having been in touch with the team by phone for support.

      We will need to take a look at your account to see what's happening, ensure everything is set up correctly and offer further help if needed. 

      Please keep an eye on your inbox in the top right corner of the page for a PM offering support. ๐Ÿ“ฉ We can then return to this public thread with another update when possible. Thanks for your patience in the meantime! ๐ŸŒž

  • Hi Hi MWild ๐Ÿ‘‹ Welcome to the community forum! Thanks for posting! 

    Sorry to hear about the issues with your My VM access ๐Ÿ‘‰ virg.in/myVM . This is likely due to some changes in the requirements for a My VM login. These now have to be with a non-VM or historic email address. (Eg Blueyonder, ntlworld, Virgin.net)

    You can still access your historic email account as long as you are an active customer, via your My VM account. The login just needs to be a 3rd party mail provider as secondary security authentication. 

    We would need to take a closer look at your current setup, and offer support updating this - including sending a new verification email if needed. Following this you will need to click the button titled 'generate new app password' to finalise the process. This both allows you to access emails via any client mail apps, and will also finalise the re-set. This should then resolve your access issues! ๐Ÿคž

    I help with some support for this via PM as we need to confirm a few account details - you can find the PM in the top right corner of the page in your Inbox. ๐Ÿ“ฉ We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

    Wishing you all the best. ๐ŸŒž

    • Molly_T's avatar
      Molly_T
      Icon for Forum Team rankForum Team

      Hi All ๐Ÿ‘‹ Just returning to the public thread to keep things updated! 

      Thanks to MWild for Pming with me! We were able to get the My VM logins updated and verified to fix the issue. 

      It's now all sorted! Glad to have been able to help. 

      Please do let us know if there are any further issues! Thanks for your patience whilst we sorted it. 
      Wishing you all the best! ๐ŸŒž

      • topcatty's avatar
        topcatty
        Joining in

        Hey, how did they sort this for you? I cant even log into billing. They send emails but then dont recognise the email address they send them to when I try and log in with it.