Forum Discussion

Mrt772002's avatar
Mrt772002
Settling in
30 days ago

can't access my virgin media emails - help

I too am having the same issues as a lot of others.

 it has been two and half weeks now and still no satisfactory answer, - i have been phoning up constantly almost every day

I have an ntlworld email address, i was asked to set up a 3rd party email address on 14th July, which i did and verified it, and i was able to login via this email and ntlworld address initially for approx 2 hours, then since then i have not been able to.

I keep getting asked to login and then it goes around in a continual loop and a white screen, i am not prompted to ask for a password , just stuck in a loop 

I have verified my account soo many times, yet keep getting asked to confirm via a link sent to my ntlworld account, yet i cannot gain access to this, just keep going round and round in a continous loop 

I have two x Incident numbers, one a priority, - and also a complaint number

I keep getting passed from pillar to post via VM helpdesk, i dont think they have a clue what the issue is, they keep saying that they will phone back, yet no one does  - apalling behaviour 

I use my ntlworld email for everything, tickets, shopping, transport , this is becoming extremely frustrating for me,  I have concert tickets i need to access as a matter of urgency, 

I have tried all the suggestions i have seen online but nothing has worked for me as of yet, 

please please please can someone help me 

 

email
ntlworld

6 Replies

  • Buster52's avatar
    Buster52
    Hanging out
    29 days ago

    I share all of your frustration and increased annoyance. You are right. I don't believe that they know what the problems are, which they have created. I have stopped even trying to access my emails, having done everything I have been asked to do. The latest is that I now get the THERE WAS A PROBLEM GO BACK AND TRY AGAIN.

    Well I am not going to try again because it is bad for my blood pressure. I really do wonder if they will ever be able to resolve this total shambles.

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    28 days ago

    Hey Mrt772002, thank you for reaching out and a warm welcome to the community, we are so sorry to hear about your account issue.

    Please try and login in using Bing this should allow this to login and should work for you.

    Keep us updated. 

    • Mrt772002's avatar
      Mrt772002
      Settling in
      28 days ago

      tried with Bing, still did not work

      I am phoning up every single day to try and get this sorted but to no avail - can somebody please phone me to assist ??

       

    • tiredmum888's avatar
      tiredmum888
      Tuning in
      21 days ago

      VIrginmedia - is this the best you can do??!!!!! Many are locked out of their accounts since your 02 systems merger and I can see that many have the same problem as myself. You need to add extra staff to your phonelines and train those operating the phonelines to fix this issues. I have not been able to log into my emails for 3 weeks!!! 

      • John_GS's avatar
        John_GS
        Icon for Forum Team rankForum Team
        19 days ago

        Hi tiredmum888 

        Thanks for posting and welcome to the community. Sorry to hear you're having issues with the email log in.

        I'll send you a PM now to assist further.

        Best wishes.

  • tiredmum888's avatar
    tiredmum888
    Tuning in
    21 days ago

    Our entire family have not had access to our emails since 17 July. We never even got a letter saying that 02 was merging and everyone needed to create new log ins, because it goes into the same black hole that our bills go to which is one of the many "independent" email address Virginmedia has requested over the last 2 years that are not monitored. Our email access was just switched off on 17 July with no prewarning. I have a priority case number, but it is impossible to speak to anyone at VM as the wait times are so long. They finally rang me today after 3 weeks after I was told I would be contacted within 3 days, to check if my email was working only to then tell me they still could not help me due to their systems being down. I reiterate that they rang me!! To tell me they will ring back another day!! I am one of the victims who lost ALL their emails in July 2023 when their satellite failed, and my emails were never restored. I have created 11 new email addresses for log ins at virginmedia's request over the last 2 years, no log in lasts more than a couple of months until I am requested to create yet another independent email address. Virginmedia's email service is shambolic and I have no faith in it at all. When will virginmedia provide a solution to everyone locked out of their accounts since the02 systems merger on 17 July 2025?  I have set up an 02 id but when I try to log into my Virginmedia email I just go in a loop. I cannot access my vm emails, and neither can anyone else in our family. We have all created new (useless) independent email addresses, but still cannot access our emails despite following all the tedious steps. The log in just loops and asks us to go through the process again of setting up an 02 identity!!!