Forum Discussion

highroyds's avatar
highroyds
On our wavelength
4 months ago

Email unavailable or locked

My email was working fine yesterday, but today I’ve gone to login to one of my emails and it’s stating my password is invalid.  So I’ve just tried logging into virgin media Mail box and it’s now stating that the email is unavailable or locked.  I will need to change my password to regain access to the mail box??

Not had this issue before & the site that it points you to is not very helpful as it’s stating I need to change my email address?  I’ve had the email in question since ntlworld was made 🤬

 

Does this mean I’m going to have to transfer ALL my emails over to gmail as that would be a nightmare & cant deal with having to change ALL the websites I’m signed up to a brand new email address?

Ive got multiple email addresses with ntlworld account, I don’t want to have to do it with all the rest of them as there’s too many to actually deal with.

    • highroyds's avatar
      highroyds
      On our wavelength
      4 months ago

      Yes been a long time customer since the days of cable & wireless.

      • goslow's avatar
        goslow
        Alessandro Volta
        4 months ago

        See info below on VM's security changes for email

        https://www.virginmedia.com/help/broadband/manage-email-account

        which involve third party email addresses and the use of an app password for email client programs.

        You can continue to use VM's email, but the third party email address(es) become the login name when you use VM webmail. AIUI, you need a different thrid party email address for each VM email address.

  • highroyds's avatar
    highroyds
    On our wavelength
    4 months ago

    I’ve just followed the instructions & changed my password but when I go to login it’s now stating the email address doesn’t match their records 🤬🤬

    • David_Bn's avatar
      David_Bn
      Forum Team
      4 months ago

      Thanks for reaching out to us on our Community Forums highroyds, and we're sorry to hear of the recent E-Mail account issue.

      Check out the envelope in the top right hand corner for a private message from me, and I'll be able to take a closer look into this for you

      Thanks,

      David_Bn

      • highroyds's avatar
        highroyds
        On our wavelength
        4 months ago

        Thank you, I've been in touch with the twitter team & I've been able to regain access.  I hadn't spotted one certain step.

        I needed to sign into 'My Virgin Media' with the email address I was having issues with, then go to change the password.  Change it from my old password to something completely new, but I had to provide a 3rd party email address (gmail) to confirm who I was.  Once this was done, I then had to login to the 'My Virgin Media' section with the GMAIL account with the new password I made above.  Then click on the top left bar to select the account settings.  This then took me to the account settings, I then clicked on MAIL & then clicked on 'get APP password'.  This generates a completely NEW password to access the ntlworld mail.

        I've NEVER seen so many steps just to regain access to a email address !!