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CG4's avatar
CG4
Joining in
2 months ago

Email locked

A sub email on my account has been locked due to suspicious activity. We have been trying now for nearly 2 weeks and 5 phone calls to Virgin media’s customer service to resolve it. All they have said is that they have raised a ticket. They spent the 1st week working on the wrong email and we just feel like we are getting nowhere. We have even gone as far as nearly cancelling the whole account, but once again we trust them when they said they would resolve the issue for us. We have been lied to repeatedly and told we can not speak to anyone else but the customer service team who clearly don’t understand the situation. 

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  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 months ago

    There are no longer any "sub" email accounts, as each mailbox is now a standalone account.  You need to create the new mandatory VMO2ID account for each mailbox.  Once done, you should be able to login using the VMO2ID user. 

    Once logged on try following these steps to see if a password reset allows access:

    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.

  • CG4's avatar
    CG4
    Joining in
    2 months ago

    Yes we have tried VMO2ID and it still says the account is locked. All we need is the email account unlocking.

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

      CH4 Are you saying that the VMO2ID for the account concerned is locked as well?  If not you should be able to unlock the email account by generating a new app password.  The instructions posted below in this thread are out of date. The new way is:

      Sign into the My Virgin media account https://www.virginmedia.com/for the email concerned with your VMO2ID

      Select Account Settings

      Select Identity & Security Settings

      Select Manage your products

      Select Manage email app password

      Click on the blue button 'Get New Password'