Forum Discussion

ModTeam's avatar
ModTeam
Moderator
11 months ago

+++ Known Issue+++ "Your Virgin Media Mail account is currently unavailable" RESOLVED

Hi All, 

We are aware of an issue affecting some customers being unable to access their Virgin Media Email accounts this morning. This has been raised and our team are currently investigating this issue. We will have this resolved as quickly as possible.

Ticket ref: F011208525

+++UPDATE+++
This issue is now resolved

email
locked
unavailable
webmail
  • ModTeam's avatar
    ModTeam
    11 months ago

    We've had confirmation this issue has been resolved and normal service should now have resumed.

    Any customers experiencing difficulties accessing email should open a thread for further support.

    Apologies again for any inconvenience this issue may have caused.

  • ten-tenths's avatar
    ten-tenths
    Up to speed
    11 months ago

    Anyone else having issues with webmail today ? Email on my phone and iPad are fine but when i open webmail it says my account has been locked. It displayed a 500 Server Error a couple of times before the lock page came up. I'm reluctant to go through the password reset process at the moment as email works on other devices so I'm assuming its a VM server issue ?

     

    Jon

    • capdan's avatar
      capdan
      Joining in
      11 months ago

      Hi

      I have exactly the same problem. Working fine last night, working on my phone but on the laptop I have exactly the same screen as you.

    • jcl's avatar
      jcl
      Tuning in
      11 months ago

      My husbands is exactly the same this morning. 

  • paul1965's avatar
    paul1965
    On our wavelength
    11 months ago

    Got the message Virgin Media Mail account is currently unavailable when I checked emails as usual at work today, email was working fine late last night / early this morning.

     

     

    • necronom's avatar
      necronom
      Dialled in
      11 months ago

      I have exactly the same problem.  Got to work and saw the error.  My phone seems okay, just webmail.

      I tried deleting all the virgin media cookies, but no change.

  • sardine's avatar
    sardine
    Tuning in
    11 months ago

    I can log into my virgin media.

    I can read send emails via mail app in windows.

    I cannot read web mail i get the following, is there a fault ?

     

    Your Virgin Media Mail account is currently unavailable

    This is either because your Virgin Media Mail account is locked, or because you don’t have an active account with us anymore.

    If you have an existing Virgin Media Mail account with us, please follow the steps below, as your account may have been locked as a security precaution.

    • peterfenton's avatar
      peterfenton
      On our wavelength
      11 months ago

      Same thing . can reset password   ..... three times still no joy , wierdly can access via mobile phone but i need the emails on computer due to excel downloads required.

       

      Seems to be happening more and more

       

      • muffmasterh's avatar
        muffmasterh
        Superfast
        11 months ago

        same here, ntl world - i refuse to try to re-set password as i know that when others tried to do this they were locked out permanently !

  • markfranklin's avatar
    markfranklin
    Tuning in
    11 months ago

    Hi all - I would be really grateful for any help on this one.

    I have quite a few e-mail accounts on the one VM account, and my wife's e-mail account is suddenly showing as locked / unavailable and won't let her view mails.

    This is only an issue with her e-mail account, not any of the others, including the main one.

    The VM instructions on the page that appears asked us to change the e-mail address she uses to log in to the account to a different one (which we did, and we chose her backup "gmail" account for this).

    The second step was to let VM create a new password just for the e-mail account, which we also have done successfully.

    However, the account still shows as locked.

    She is able to login in to the VM account page fine, the issue is only when she clicks on the button to show e-mails.

    Incidentally, she never uses an App such as Outlook - she only ever accesses e-mails via the main VM account page.

    Any help would be gratefully received!

    Mark

     

      • muffmasterh's avatar
        muffmasterh
        Superfast
        11 months ago

        same with my ntlworld, heard nightmare stories about password reset in the past !

    • TomCh's avatar
      TomCh
      Joining in
      11 months ago

      Same for me...

      I get redirected to a page saying:

      "Your Virgin Media Mail account is currently unavailable"

      I reset the Virgin Media Mail app password (...again - I already followed these steps at the start of the month).

      But it didn't help, and again from mail.virginmedia.com I land at the same page saying "Your Virgin Media Mail account is currently unavailable".

      Tom

  • EddyFiss's avatar
    EddyFiss
    On our wavelength
    11 months ago

    I've just had today the "unavailable" message. I have an active account, so that isn't the problem. The other one, according to the rest of the message, is there may have been a security breach. It advises I go for sign in to MyVirginMedia and then do forgot my password.

    However, the sign in does not allow for resetting by forgetting, so I'm stuck.

    Any help would be appreciated.

    Cheers

    Cliff

    • mutineer's avatar
      mutineer
      Dialled in
      11 months ago

      I think webmail logins are broken. I can still access my email using a client application on IMAP protocol. I am waiting in a massive chat queue with VM to find out more.

      • muffmasterh's avatar
        muffmasterh
        Superfast
        11 months ago

        you are lucky, when i try and call from my mobile it doesn't recognise the " 1 " prompt on the keypad so i have to press the incorrect " 2 " then hold then get cut off.

    • steviem's avatar
      steviem
      Tuning in
      11 months ago

      yep same mess here. Locked out of email.

      Trying to get through to VM on phone doesnt work, because it doesnt recognise the keyboartd numbers. Just  an added layer of annoyance. 

  • ModTeam's avatar
    ModTeam
    Moderator
    11 months ago

    Hi All, 

    We are aware of an issue affecting some customers being unable to access their Virgin Media Email accounts this morning. This has been raised and our team are currently investigating this issue. We will have this resolved as quickly as possible. 

    Thanks

    ModTeam

  • Mcac666's avatar
    Mcac666
    Joining in
    11 months ago

    This has happened a few times now I can`t get you on the phone after 2 x 30-minute phone calls ( on hold ) this morning. I am expecting a time-sensitive email which is going to cost me now. While you are trying to fix this can you sort out why I can`t send files by email ( and it`s not the size of the file ) I did mention this to the Virgin help people when I reported this Your Virgin Media Mail account is currently unavailable" last time it happened. 

  • ChiaMusique's avatar
    ChiaMusique
    Tuning in
    11 months ago

    An absolute nightmare.

    I gave another email address as I couldn’t access my vm emails and it messed up my other account!

    Then by some amazing miracle I got back into VMedia mail again and there were all my emails, so I thought ok, it’s fix, but no, it is saying email address is wrong and password now?

    I’m now totally confused and really need to access important emails.