Forum Discussion

Karenmca's avatar
Karenmca
Joining in
4 days ago

Can’t Access email account

I have 4 separate .com email addresses and cannot access the one my son uses. 
when he tries to login it says the either the email addy or password are incorrect. We know the addy is correct. So we try to reset the password and it comes up with this message 

“You can’t reset your password online right now, as you don’t have additional details set up on your account.

To reset your password, please contact us and one of our team will help you.”

Tried that and was fobbed off with  them saying a ticket would be raised about it and wax an existing issue 
Can anyone from virgin help with this or is the email addy lost 
 
 

email

4 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    4 days ago

    Have you setup the 4 3rd party email address now required to access these 4 mailboxes?

  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    2 days ago

    Hello Karenmca

     

    Sorry to hear of the email account access issues, we understand the concern this can cause and appreciate you raising this via the forums. Welcome to the community.

     

    As Adduxi has advised, there have been some changes to emails and accessing them, we have help here for email queries. Take a look and if you need further assistance let us know.

    • Karenmca's avatar
      Karenmca
      Joining in
      2 days ago

      Hi, 

      thanks for the reply but the problem is we can’t login at all , it’s saying we need to contact virgin which we have done and been fobbed off with an excuse of there being an issue. All I need is a password reset but tech don’t seem capable of doing this

      • Kath_P's avatar
        Kath_P
        Icon for Forum Team rankForum Team
        13 hours ago

        Hi Karenmca, 

        Thanks for coming back to us on this one. We're sorry to hear you feel as though you've been fobbed off. 

        It's likely that the password reset is failing as further security hasn't yet been set up on the account. This is something we can certainly check for you but in order to do that I'll need to confirm some information with you to pass security. 

        I've sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

        Many thanks,