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iadom's avatar
iadom
Dialled in
2 years ago

Email account locked

I am always reluctant to start a new thread when I already have one still live on this subject but the total lack of any official involvement from VM staff in my previous thread has forced my hand. I have had excellent help from Graham A but he freely admits he does not work for VM.

Last night my ntl email account was locked and my password rejected. The same thing happened to my wifes account two months ago and I was able to reset her password at the time. Since then VM have changed the 'Manage password' system. I now need to provide a third party email address to replace my original ntl email username before I can change my password. I went through the procedure using a gmail address. A verification message was sent to my gmail account but when I tried to use the verification process it stalled near the end and the web page hung for about 20 minutes before I shut it down. I then attempted to try again only to be informed that the verification link had now expired and I should resubmit my gmail address. I have done this at least 7 or 8 times now leaving at least an hour between one attempt and 3 hours between the last one. Using the 'Manage' tab on my account page I have entered my gmail address, clicked SAVE and been informed that a verification link has been sent to my gmail account. No message has been sent/received after all these attempts so I am now at a dead end. Is there anyone who can actually sort this problem out for me as I have some important emails due and really do need to access them ASAP.

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  • Graham_A's avatar
    Graham_A
    Very Insightful Person
    2 years ago

    There have been reports that some Gmail addresses cause this issue particularly if they include characters that VM email addresses don't allow such as + and .

    I have escalated this post to the VM Forum Team priority queue for a response but it won't be until tomorrow before they respond.

    • iadom's avatar
      iadom
      Dialled in
      2 years ago

      Hello again Graham, no unusual characters in my Gmail address just five lowercase letters and four numbers and as previously mentioned the verification message link was sent the very first time to my gmail inbox. since then it has failed to send a message after several attempts.

      It is really frustrating that there is no means of getting direct contact with VM. I even tried the WhatsApp link but soon got fed up with the AI generated questions.

      Thanks once again for your help.

       

      Jim

      • John_GS's avatar
        John_GS
        Icon for Forum Team rankForum Team
        2 years ago

        Hi iadom 

        Thanks for posting and welcome back to the community.

        Sorry to hear you're having issues with verifying the email for the online account.

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

  • iadom's avatar
    iadom
    Dialled in
    2 years ago

    All back up and running, many thanks once again to John_GS for his patient help.

    • Graham_A's avatar
      Graham_A
      Very Insightful Person
      2 years ago

      iadom Great to read that John_GS has been able to get you up and running again.

      Without revealing any personal details are you able to share with the community what the resolution was?

      • iadom's avatar
        iadom
        Dialled in
        2 years ago

        Hi Graham, after I had verified myself to him he sent me another verification link to my gmail address. Even though I got the dreaded OOPS page the change of username went through and the system then generated a new password.