Cannot access my emails

elle0802​ 

"keeps telling me to reset my password. A link then sent to my email address "

Without knowing the full details of what you are seeing, that sounds as if you are trying to reset the password from the "Forgot your password?" link.

These days when you reset your password, VM send a verification code to the 3rd party (non VM ) email address associated with your VM email account. So if you have already specified a  non VM email address to use with your VM email account then you will need to look in the inbox of that non VM account.

If you haven't yet specified a non VM email address then you need to do that before you can reset the password. Here's how to do that:

1. sign in here  https://mail2.virginmedia.com   with the email address and existing password  of the problem email account. That will take you to the “My Virgin Media Account” of the problem email account.
2. Then go to "Account Settings" and then "My Virgin Media Account details"
3. There you will see "Sign In details" and there is  a place to "edit" (reset)  the password.

Clicking on "Edit" will prompt you to specify a non VM email account which will then become:

• the username for your VM email account 
• the email address VM will use to send you the verification link to reset your password.
•  

It does not mean you will lose your VM email address / account but in future you will have to enter your non VM email address (rather than your VM email address) as the username when you sign into your VM email account.

If that does not help you then you need to wait for one of the Forum Team (VM staff who support this forum) to contact you via this forum thread.

However, whatever happens, you will need to have a non VM email address linked to your VM email account if you want to continue using your VM email account.

Coenoby

I'm having the same issue. Oddly enough I can still get access on my phone, just not my desktop. Have you tried another device?

elle0802​ 

"you don't have additional details set up on your account"

That sounds as if you have not yet set up a non VM address to link with your VM Account.

However if you have done that already, then you need to enter that non VM email address rather than your VM email account address in the  https://mail2.virginmedia.com link.

As I said in my post, the non VM email address becomes your username in the VM system instead of your VM address.

If you have not already set up that non VM email address then yes, you will either have to wait for one of the Forum Team to contact you via this forum thread or you could call VM support on 150 from a Virgin phone.

By the way-

"I urgently need to access my medical insurance file that's saved to my emails."

You are learning the hard way that an email service is NOT an online / cloud  data storage service. It is just a communication tool. 

if you receive any important information or documents (such as insurance documents) via email it is absolutely essential that you store those documents in a secure place outside your email account and preferable in more that one place.  For example one  copy saved on your device (not just in your email account) and another copy save elsewhere either online or on a second device. The more backups you have the better!

Anything can happen to an email account. Important emails can get deleted in error or due to a system fault or you can lose access to the account temporarily of even permanently, for any number of reasons. 

Many free email services do not keep back ups of emails, VM certainly don't.   So you have been running a very real risk relying on your VM email account to keep important documents safe.

Sorry, I'll stop preaching now. 😉

Coenoby

Hi elle0802 

Thanks for posting and welcome to the community.

Sorry to hear of the email issue. I'll send you a PM now to assist further.

Best wishes.