Email intermittent log in changes?

Question

Hi, my elderly mother was using her email fine, went for a cuppa tea and went to go back in but a new log in page came up, I tried to do it for her, it seemed to go on forever, wanting everything bar a urine sample ? Once i did everything I still couldn't sign her in it just kept going back to the log in, so we left it, the next morning ( today) she clicked and went in as normal, yaaaaay, stopped for a cuppa , went back and new log in page was there, so i said to just leave it, sure enough, the page came back as normal, stopped for lunch , then she just went to go back to her emails and the new log in page is there AGAIN, the one I went through about 4 times last night but just kept taking me back to the log in page in a loop. I've told her to leave it again until later and hope&nbsp; her page will just come back again . This is ridiculous, if Virgin are doing something they should at least have the courtesy to let customers know ? Extremely disappointed,&nbsp; &nbsp;:(

Kath_P · Answer

Hi mamachill,&nbsp;
Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐
We're sorry to hear your mum is having some issues. We have introduced a new log in page so your mum will need to go through the steps in order to create her VM O2 ID and multifactor authentication. Once it's set up, she'll be able to access her emails.
Many thanks,&nbsp;

sueysue · Answer

Could you please let us know if the advice worked for you? I am in the same boat and very frightened of what is happening, I don't understand any of it. I had to leave it in tears yesterday and I have not dared go back yet. I am quite elderly and can usually manage things quite well , I have had my email for 25 years and I can't bear the thought of losing everything. What a disgusting way to treat customers, no warning, no advice, just left hanging and worrying.

mamachill · Answer

Yes, unfortunately its a bit of a faff, i had to do it for my elderly mother and i think Virgin have been rather thoughtless in this change without any prior notice.&nbsp; But just read it slowly, have a pen and paper to hand so that you can write down your new password and other things that come up, do you have a secondary email somewhere else like gmail ? I'd already set one up for my mother so it wasn't a problem but i've seen online others who only had virgin email getting quite anxious over this, if you need any help i'll try to talk you through it Sueysue, so no worries x&nbsp;

Lee_R · Answer

Hi sueysue thanks for posting and welcome back to our community.
Sorry to hear of any concerns you may have concerning access to your email address. Have you been unable to access your emails on any platform?
Regards
Lee_R

mamachill · Answer

Hi Kath, yes, i had to sit and do it for my elderly mother, not impressed with the roll out of this at all, in face a very selfish move from Virgin without prior notice, i#m reading the fallout of this on social media and its not good, it's going to stump alot of people, especially the elderly and those with learning disabilities. x

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Email intermittent log in changes?

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