Forum Discussion

jasonridley's avatar
jasonridley
Joining in
6 months ago

cannot reset a virgin.net email password

My wife has a virgin.net email account.
I am the account holder.
She can no longer access the account.
You have asked me to post a message and you will respond to me to see if you can help us get her access again.
Looking forward to someone picking up this message.
Thank you.
Jason

  • coenoby's avatar
    coenoby
    Very Insightful Person
    6 months ago
    jasonridley wrote:

    My wife has a virgin.net email account.....
    She can no longer access the account.

    If that virgin.net email account is attached to your current VM broadband account then a password reset may well unlock the email account.

    If her virgin.net email account was created as part of an older broadband account or was original a dial up account then it may be in the process of being deleted as an "orphan" account (one that is not attached to a current broadband account. Since VM stopped issuing new email accounts in May 2022 they do seem to be having a cull on orphan accounts and the Forum Team (VM staff) are best placed to check this out.

    Assuming her account is still attached to a live broadband account you can reset the password from the My Virgin Media Account for that virgin.net address: To do that:

    1. Sign into its My Virgin Media Account by entering your wife's virgin.net  email address and the current  password here - https://www.virginmedia.com/my-virgin-media
    2. Then go to Account settings, then My Virgin Media Account details
    3. Then in the "Security and Sign in details" section press Edit to the right of "Password" and follow the instructions.

    By the way, another change VM have made is that as part of the password reset process you will have to specify a non VM email address (for example a Gmail, Outlook.com, Yahoo etc account) to become the Username for that virgin.net account. So in future when your wife signs into the webmail account for her virgin.net email account she will have to enter the non VM address as the username - not her virgin.net address. The virgin.net account and email address will still there to use as before.

    Try a password reset and see how it goes.

    Coenoby

    • jasonridley's avatar
      jasonridley
      Joining in
      6 months ago

      Hi,
      Thank you for this guidance, its very helpful.  I think that my wife's account must be an orphan.  She had not realised that it was at risk of deletion.  Can anyone check for me? 

      • coenoby's avatar
        coenoby
        Very Insightful Person
        6 months ago
        jasonridley wrote:

         Can anyone check for me? 

        As I said in my post, the Forum Team (VM staff) are best placed to check this out for you.

        One of the team will contact you via this forum thread. Hopefully that will be later today or tomorrow. They will take the details via a Private Message.

        I hope that you can get this sorted.

        Coenoby

    • Tom_W1's avatar
      Tom_W1
      Forum Team
      6 months ago

      Hi Jason, thanks for your messages although we're sorry to hear of your concerns raised here.

      I can look into this for you so I'll send you a PM now so I can investigate further.

      Please expect this to arrive shortly and respond directly when you can!
      Many thanks