Forum Discussion

SteveParker's avatar
SteveParker
Joining in
15 days ago

Email nightmare!

About 8 weeks ago Virgin Media in their wisdom did a major security update. Ever since I have not been able to access my emails. Normally I use webmail. I have 2 email addresses; One I haven't used for many years. Apparently according to Virgin, the old email address is the primary account, and my main email is a subsidiary account.

I have no problems logging into the primary account and viewing any email for my old address. But whenever I try to log into my main email address, I keep getting " That is not a valid Virgin address "! I am not a techie but surely it should be quite simple to reassign admin permission to my primary email address? I even told them to delete my old address entirely if it would help. But I am never allowed or able to get through to the back-room team. Only the front desk who are all reading from a well-read standard script, and whilst being polite are of absolutely no use at all!

After ringing almost daily for 8 weeks now the amount of tickets I have raised would be enough to paper my house upstairs and down. Sadly, the update which is to make things better has apparently removed some of the options for the front desk and event they can no longer access my primary account. Extremely worried that I might NEVER get this address back. Any ideas very gratefully received

6 Replies

  • goslow's avatar
    goslow
    Alessandro Volta
    14 days ago

    Is the inaccessible mailbox a virgin.net address (don't post your email addresses on the public forum though)?

    When you are using webmail, are you using the VM email address as the user name or has VM required you in the past to provide a third party email address to use as the login name?

    What happens if you send an email message to the inaccessible mailbox?

    Do you get an 'undeliverable' reply or does the message appear to go through (from the sender POV)?

    (VM staff don't usually reply here in 'Tech Chatter' a mod or VIP might move your topic to 'Email' to get a VM reply.

    • SteveParker's avatar
      SteveParker
      Joining in
      14 days ago

      The unaccessible address is a blueyonder address. I am having to login via 3rd party address and have done foe some time. I created  a Gmail address purely for that and for the last 12 months all has worked fine.

      If I send an email to inaccessible it doesn't return, just disappears into the cloud! I have sent emails to it from my Gmail address and my currently accessible blueyonder address, both are the same. Friends have sent emails to the address and none have returned yet.

      VM staff mean well but are bloody useless! I have rung every day now for the last 8 weeks and spent well over 100 hours on the phone. Worst part is I had my 2nd stroke 4 years ago and having had that address for so long rely on it very heavily. Hospitals, specialists, PIP, friends everyone knows that address. Being an idiot I hadnt even backed up the address book.. grrr If it has gone for good I am well and truly stuffed..

      • Steven_L's avatar
        Steven_L
        Icon for Forum Team rankForum Team
        13 days ago

        Hello SteveParker,

        Welcome back to the Community, and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your email address since the changes that were made last month. I'd be happy to take a further look into this for you; however, I would need to confirm a few details via private message. Please look out for my message, and we can get started.
        Kind Regards,
        Steven_L