Forum Discussion

fowlers's avatar
fowlers
Joining in
23 days ago

Email account locked

Since yesterday's outage I can no longer access emails on a secondary (.ntlworld) email account, although I can sign in to my Virgin Media page via browser. I can still login to my primary email account, but this is not the one I use for almost all of my email. Currently just being met with the 'account is locked' page with some unhelpful info about resetting various passwords & email addresses.

Can someone @ VM confirm if this is due to the outage, or something else? Have tried calling and using online 'bots' but they have not been helpful so far.

  • Robert_P's avatar
    Robert_P
    Forum Team
    22 days ago

    Hello fowlers

     

    Sorry to hear of the email access issues experienced, we appreciate you taking the time to raise this via the forums and welcome to the community.

     

    Have you tried following these steps to reset the password for the email address:

    • Sign in to My Virgin Media
    • Go to Account settings, then Account details
    • Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail
    • Then, under Virgin Media Mail app password tap Get password
    • Continue the flow and a new secure password will be generated, and the mailbox unlocked
    • Update any third-party apps that may be use to access your Virgin Media Mail emails with this new  app password.

    Let us know if this helps.

    • fowlers's avatar
      fowlers
      Joining in
      21 days ago

      Hi, 

      Thanks, this worked, although the options are not labelled/called exactly what you show in the bullet list above.

      Anyway, email access returned, so I'm very grateful.

      Cheers!

      Simon

  • fowlers's avatar
    fowlers
    Joining in
    21 days ago

    Do you have instructions on how to setup email to work again on my iPhone? I've tried various different accounts and passwords, but to no avail.

  • fowlers's avatar
    fowlers
    Joining in
    21 days ago

    It's fine - got it working by deleting the old account on my iPhone and adding it back again, with the new 4-word password.