Forum Discussion

BEF's avatar
BEF
Up to speed
31 days ago
Solved

Email access

Please can someone help me. At 77 years old I am finding this so complicated.

I tried my usual way to open VM emails and found this new two-way security thing asking for a third party email address to open my emails. After struggling all day with Google I have managed to create a new gmail address. I have linked it with VM and verified the new link several times. However I am still none the wiser how to access my emails? 

ntlworld
  • BEF's avatar
    BEF
    30 days ago

    Graham and others,

    Thanks for all your help, however this morning I tried once more in the usual way and it actually worked straight away! So I guess issues with VM were finally sorted.

    Thanks again

    BEF

29 Replies

  • coenoby's avatar
    coenoby
    Very Insightful Person
    31 days ago

    BEF​ 

    It's difficult to know for sure exactly how far you have got but in answer to your "how to access my emails" question the main difference now is that when you sign into your VM account you will now have to enter your Gmail address not your VM email address as the Username. If you have not reset/changed the password then you should be able to enter the same password that you did before.

    It is confusing because when VM say "Enter you email address" they actually mean the non VM email address (in your case your Gmail address) not your VM email address!

    Depending how far you have got with the updating your account you may see your Gmail account listed in the sign in screen:

    If you see this screen, just click on the Gmail address

    Once you have gained access to your VM account, your will see that your VMemail address and emails will remain unchanged.

    Coenoby

     

    • BEF's avatar
      BEF
      Up to speed
      31 days ago

      Hi, thanks for trying to help me. It looks like I have another day of getting nowhere!

      I try to sign in to my VM account using my gmail address it takes me to a window stating We have sent you a link to verify and when I do I just get this message? 

      Mod edit: Personal information removed

      • Graham_A's avatar
        Graham_A
        Very Insightful Person
        31 days ago

        BEF you need to click on the blue verify it's me button and then return to the sign in page to proceed

         

    • rubypop's avatar
      rubypop
      Tuning in
      31 days ago

      Hi coenoby

      You seem to know what you are doing! 

      So hope you don't mind me asking you a couple of things.. 

      I think I've successfully done the change! Taken me most of day! 

      Do I tell folk my Gmail email address and not to use ntlworld anymore.. 

      Am I going to get emails on both vm acct and Gmail? 

      • Graham_A's avatar
        Graham_A
        Very Insightful Person
        31 days ago

        I think I've successfully done the change! Taken me most of day! 

        Do I tell folk my Gmail email address and not to use ntlworld anymore.. 

        Am I going to get emails on both vm acct and Gmail? 

        rubypop​  Your ntlworld email address will continue to get emails as before.  There is no need to tell anyone your Gmail address unless you want to use that instead of/as well as your ntlworld email.  The gmail address is purely there as a backup email as part of the security process for VMO2 accounts.  If you were already using the gmail account as the log in username for MY VM before yesterday's change then that continues.  If you only added it as part of the new sign in process then your ntlworld email address remains as the sign in username.

  • Paulpal's avatar
    Paulpal
    Dialled in
    31 days ago

    Just have to wait till 02/virgin sort this utterly embarrassing situation they have created. Doesn't matter what email i use, i verify it and every time i put my email in, doesn't give me an option to put in my password, just another link to verify it. Absolute joke from 02/virgin.

    • EmmayC's avatar
      EmmayC
      Just browsing
      2 days ago

      Me too ! and they are not answering my emails from my other email account so I /we are unable to make a complaint  ! Seems unlawful to me .

      • Robert_P's avatar
        Robert_P
        Icon for Forum Team rankForum Team
        21 hours ago

        Email isn't a contact method we use EmmayC, all of our contact methods can be found here. We also have help here specifically for VMO2 ID issues.

  • Pollyp40's avatar
    Pollyp40
    Dialled in
    31 days ago

    Just had the same issue with my VM email account, it is ridiculous how convoluted this has become. Some time ago I had to create a second email address, linked to my ntlworld email, following another "upgrade" by Virgin that locked me out of my email account.

    This new "upgrade" will not allow me to use either of these email addresses to receive a validation email for this new setup. I have managed to access emails on my phone and tablet but not on my PC as this cannot use a fingerprint or facial recognition.

    Just realised that the "biometric" option includes a text with a validation code.

    Having to create additional email addresses just to receive a validation email is a joke.

    • BEF's avatar
      BEF
      Up to speed
      30 days ago

      IT APPEARS THAT ALL MY ATTEMPTS TO VERIFY MY EMAIL HAVE ALL BEEN RETURNED UNDELIVERED? SAYING...

       

      • Graham_A's avatar
        Graham_A
        Very Insightful Person
        30 days ago

        BEF​  Any chance you could post a larger screen shot as it is impossible to make out the actual wording of the rejection messages.  Is the 'Address not found' the backup email address that you have set up to receive verification messages?  If so can you access that email account ok?

  • dcweather's avatar
    dcweather
    Up to speed
    30 days ago

    Have Virgin actually just changed something? If they have perhaps they could let their phone agents know because the one I spoke to couldn't fathom what was going on other than say "there is an email outage" yet they are coming throgh on my PC to my email client. I just can't get into my Virgin account via any route! Full stop.

  • BEF's avatar
    BEF
    Up to speed
    30 days ago

    I have no idea how to get through to VM to tell them of this error???

    • paul_taylor's avatar
      paul_taylor
      Up to speed
      30 days ago

      The person on their Twitter page keeps replying to everyone telling them its an email issue and VM are working on it. But no ETA to fix. They have been saying this for the last 2 days now.

  • paul_taylor's avatar
    paul_taylor
    Up to speed
    30 days ago

    This is just shocking honestly. No virginmedia post about this issue. Just completely ignoring all customers.

    Ive tried the setting up a recovery email and the verification email never arrives. The VM person on the Twitter page is just telling everyone its a Email issue and VM are looking into it but no ETA for fix. They were saying this yesterday and today also on posts just 10mins ago.

  • Fh1's avatar
    Fh1
    Joining in
    30 days ago

    having the same problem - finally thought i had sorted this but at one point i got a text code to enter and now thinking the number was suspicious so i googled it 07312 263112 and its saying its a scam and to do with scam authorisation codes!!!! wth...ive already used it and changed all my passwords to suit the new log in page.....is it all a scam? because i can not log in any other way now it just takes me to the new log in page and i now dont know if im hacked or not....Any advise please TIA

    • BEF's avatar
      BEF
      Up to speed
      30 days ago

      I can't believe we were not warned of this sudden change! Unless I was sleeping at the time...

      • BEF's avatar
        BEF
        Up to speed
        30 days ago

        This is now my third day of NO EMAILS. I have been expecting VIP emails since Saturday. Will VM compensate me for this?