Forum Discussion

melanie_smith's avatar
melanie_smith
Joining in
15 days ago

email issues + new hub set up

E-MAIL:

Firstly I suddenly had an issue with my emails this week, telling me I was locked out. I had to change it to a Gmail account and log in with that, which I find bizarre. Then I lost access to get logged into my main email account, it logged me into another account and then the 2nd main account was added onto it as a secondary email.

However, the issue is now that I am the main account holder with this email and it doesn't recognise it only the other one. I have spent hours and hours on DM's talking to Virgin media and it all made me stressed out as they didn't seem to understand what I was saying. It's hard on text. They kept saying that email is locked sign out and reset, but that email is not even showing when I go into my account, as I am logged into my other email. God talk about complex.

So although I still appear to have my two emails on webmail - my account which I log into to change my package or any details cannot be found? 

Help needed.

HUB 5: I had just ordered a new package as well, (wish I hadn't now) but my hub 5 got delivered today, it installed fine, and it recognised it after 10 mins we logged in to our phone after a few mins it had disappeared and its all reverted back to the old hub 3 details?? 

How the hell does this happen?

  • this is the exact issue I am having, I cannot now log into my main account so can't change anything, it logs me into my sub-account instead and tells me I am not the main account holder. If anyone can tell me how to find and access my main account again I would be grateful.

    I am able to log into my secondary account both in emails on the webmail and virgin media, it added my primary as a 2nd email. its a bloody mess. 

    • Carley_S's avatar
      Carley_S
      Forum Team

      Hi melanie_smith 

      I can see my colleague is looking to support you further via your open private message with them. They have responded and are just waiting for you to get back to them so they can assist further. If you can reach out to them via your already open private message, they can start looking into getting this resolved for you. 

  • Hi melanie_smith 👋 Welcome to the community forum! Thanks for posting. 

    Sorry to hear these concerns about your email access, and new hub. As there's two different issues I will split out my response to make things as clear as possible!

    1) The email access. Each email address registered with us (Blueyonder, NTLworld, Virginmedia) needs to have it's own unique My VM login 👉 virg.in/myVM . This is for secondary security, and to ensure you don't get locked out of it. It sounds like you've done this successfully for one of the emails, but not the other ones. We just need to ensure you have a My VM account registered and linked to each email address you need access to. I will send you a PM to confirm a few account details so we can check everything is set up correctly at our side, or help run through the process of how to get set up from your side if needed.

    2) The Hub issue - just need to clarify a little more what you mean. Are you referring to finding the Hub listed via your Connect App 👉 https://virg.in/connectapp or the network which your device shows itself as connected to in the settings? Is this still happening today? Have you fully unplugged the Hub 3?

    You can find my PM offering support in your Inbox ✉ in the top right corner of the page. We can then return to this public thread with another update when possible. Thanks for your patience in the meantime! 🌞 

  • newapollo's avatar
    newapollo
    Very Insightful Person

    Do you have the Connect app installed?  If so the hub 5 has probably used the SSID and password stored in the Connect app settings, which saves you having to alter then on all your other devices.  If you don't want to sue the old details then either uninstall the Connect app or clear the apps cache and data.

    Try signing into My Virgin Media with the gmail account  but use the password that you originally used with the original VM email address

    See https://community.virginmedia.com/discussions/email/reset-ntl-world-email-password/5611411/replies/5611759