Forum Discussion

andya2's avatar
andya2
On our wavelength
4 months ago

Can Someone help an old timer?

Hello

I'm sorry if I am not explaining this problem with any clarity...83 year old brain struggles with tech I'm afraid

When I tried to access my email on PC tonight, for the first time, the Virgin/o2 logo appeared. I was asked to fill in  email address and password, which I did, but Password, which I've had since 10/5/2024 was "Incorrect". When I requested a password reset, it said my" email address was incorrect". I have had to same the same email address for 24 years!

I have another ,newer pc in the same room ,which has a gmail account set up on it, plus I could access my Virgin Email from this pc. too ,,,until now.. When I tried to sign in ,It also asked for the  Virgin email address and password. I have now deleted  the Virgin email link to this pc...in a vain attempt to resolve to issue

When I contacted Virgin Media about my "invalid email address", and gave my date of birth, account number and Area number, a message said they had found the Gmail account.!!!

I have messages, receipts etc in my Virgin Inbox which I don't want to lose. Can anyone help me please?

Andy

  • Zach_R's avatar
    Zach_R
    Forum Team
    4 months ago

    Hi andya2,

    Thank you for your post and welcome back to our community forums. We're here to help.

    I'm sorry to hear you're having some trouble with your email account. Just to clarify, you're saying that you're unable to access an email address/account you have with us, and when you attempt to reset the details to regain access it's not working? Can you also confirm if you currently have an active broadband service with us?

    Thanks,
     

    • andya2's avatar
      andya2
      On our wavelength
      4 months ago

      Hi Zach

      Thank you for your reply.

      Yes I do have an active broadband service with Virgin. However, I am pleased to say that, after calling  my  Daughter  for help, she came to my house, and got the system restored to normal working.. I have just heard from her, that when she returned to her home, she too had lost connection  to her virgin/o2 email.

      I think that virgin/o2 have handled this situation badly, as there has been no advance warning that this change was going to happen, and they assume that their customers will know exactly what to do re setting up via a 3rd party email address.

      Thank you once again Zach.

      Kind regards

      andya2

       

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team
        4 months ago

        Thank you for confirming this.

        So just to confirm your email is now working okay?

        However your daughter isn't? working?

        What issues is she getting?