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Paul_2025's avatar
Paul_2025
Settling in
4 months ago

Can't access emails

I also have been having a similar issue. I have an ntlworld email and last night I couldn't access it from my Iphone Mail app. It had a popup saying the username or password was incorrect(even though I hadn't changed anything). This has happened in the past and suspect it's a server issue at VM's side. 

Anyway, this morning I tried accessing my emails from a laptop, to be presented with a message saying my account has been locked. I called customer services to unlock it, but they couldn't do it. They ask me to check online for certain settings which do not exist on my user profile. They say they've escalated it but it may be several days before it is resolved. Several days to simply unlock someone's email account is not right. 

I've looked online and it says about going to reset mail app password, but I do not have a mail "app" password just a standard one. I've waited 5 hours and just had an online chat with an agent, who also couldn't unlock it but escalated it to their manager who would call me within 4 hours and will "definitely fix the issue". I'm not confident. In the meantime, I need to respond to a couple of important emails but unable to do so, due to VM randomly locking my email and no one being unable to unlock it.  

1 Reply

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  • Sabrina_B's avatar
    Sabrina_B
    Forum Team (Retired)
    4 months ago

    Hi Paul_2025 👋.

    Thanks for reaching out to us and welcome to the Community Forums, sorry to hear of the issues that you are facing with your email account. For unlocking accounts it would require a third party back up email address that is not on your Virgin Media account and following these steps:

    1.Login to their MyVM Account
    2.Click the Account Settings tile
    3.Next, they need to select the Virgin Medial Mail Settings tile
    4.The next page will display a Red Button labelled ¿Generate new App Password¿
    5.The customer will then be presented with an automatically generated password.

    Let us know how you get on.