Forum Discussion

RockinBaz's avatar
RockinBaz
Joining in
21 days ago

Email Access Problem

I have unable to get access to my e-mail account since 24th of September, I have phoed these call centres of Virgin Media and I am getting nowhere, I have had a total of 6 tickets put in and be reassued yes we'll get this fixed, a couple of weeks a go went through the usual checks and tests and they advised me to register a complaint regarding this, still waiting on a call back yet, so today I phone up and again yes we can fix this, the lady of the phone apparent ly re-set my password and said give it a few hours then try.....so I did and guess what....the same old "you account has been locked" page

Doesn't anyone at Virgin media tech know how to fix this, I really need to get access to my e-mail account and these call centres seem to be of no help whatsoever.............please help !

Blueyonder
email
password
Password Reset

10 Replies

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    20 days ago

    Or you do what many others have done. Get yourself an email account with one of the dedicated email providers, move your contacts over to it and stop knocking your head against VM's broken email. Short term work for a lifetime of freedom. 

  • RockinBaz's avatar
    RockinBaz
    Joining in
    20 days ago

    I have unable to get access to my e-mail account since 24th of September, I have phoed these call centres of Virgin Media and I am getting nowhere, I have had a total of 6 tickets put in and be reassued yes we'll get this fixed, a couple of weeks a go went through the usual checks and tests and they advised me to register a complaint regarding this, still waiting on a call back yet, so today I phone up and again yes we can fix this, the lady of the phone apparent ly re-set my password and said give it a few hours then try.....so I did and guess what....the same old "you account has been locked" page

    Doesn't anyone at Virgin media tech know how to fix this, I really need to get access to my e-mail account and these call centres seem to be of no help whatsoever.............please help !

     

    • Sabrina_B's avatar
      Sabrina_B
      Forum Team (Retired)
      19 days ago

      Hi RockinBaz 👋.

      Thanks for reaching out to us and welcome to the Community Forums, sorry to hear of the issues that you have been facing with your mailbox access. In September we did launch a new Single Sign On (SSO) function where customers were required to re-register for an online account and merge both Virgin Media and O2 accounts together if they had both, if you only had one service it was still required to re-register for an online account. 

      Can you please confirm if you had done this action or not? With any locked mailboxes due to a number of failed attempts we would advise reaching out to the contact team 📞0345 454 1111, for their assistance as they have the permissions to unlock this for you. 

      • DrBoogerloo62's avatar
        DrBoogerloo62
        Settling in
        19 days ago

        I left Virgin Media earlier in 2025 so not sure if my loss of access to an ntlworld.com email address since mid October is linked. Will the above phone number be ok now that I am a non VM customer?

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    20 days ago

    Just to clarify for the thread, have you setup the new mandatory VMO2ID user account ?  Can you sign into "My VM" with this new account ?  Are you accessing the email via My VM / Webmail, or are you using a 3rd party email client, e.g. Outlook ?  If so, have you generated the four word app password ?