Forum Discussion

oxygen77's avatar
oxygen77
Tuning in
2 years ago
Solved

Error message: "Your Virgin Media Mail account is currently unavailable"

I'm getting the above message when I try to log into my email as well as a ''3 steps to follow to unlock your account'' message. I have tried but unfortunately it did not work. I then rang the helpli...
  • Graham_A's avatar
    Graham_A
    2 years ago

    oxygen77 Your Virginmedia email address has not been migrated to Gmail by VM at all. They have no power to do that. What has happened is that you have changed the login username for the account to a Gmail address. To access the underlying virgin media email account via VM webmail you need to log in with the Gmail address as the username and your VM account password.

    All your emails and folders should still be there.

    You can read more about this security change here: https://www.virginmedia.com/dpb/help/change-my-virgin-media-email-address.

-D's avatar
-D
On our wavelength
2 years ago

Emails stopped uploading on my computer on September 25th and none have uploaded since.  Nor can I access my emails from the link on the last VM bill (still being withrawn from my bank account) or the online link.  No explanation what Virgin did to cause this to so many of their customers or why. 

Kath_P's avatar
Kath_P
Forum Team
2 years ago

Hi -D,

Thanks for taking the time to post in the community. 

We're sorry to hear you've been having an issue with your emails working on your email client. There are some steps you'll need to follow in order to resolve this. 

Please log in to My Virgin Media here > Click on Account settings > Virgin Media Mail settings > scroll down to the App password section and click the Generate new App password button.

You should get a pop up message asking you to verify your email address and you'll need to use a 3rd party email address to continue. You'll be sent a one time passcode to enter on the next page to verify it's you. Once verified you'll then be given an app password which will look something similar to: mail-horse-yellow-panda and you should note this down.

To get things working on an email client or app again, you will need to enter the new mail password in the settings. This will allow your emails to load again. In some cases, you may need to remove the email account from the mail client or app completely and re-set it up as fresh. If this is the case for you, please ensure you use your VM email address as the username and the newly generated app password.

These changes have been put in place as Multi-factor authentication (MFA) is now required. Just as a side note, when logging in to My VM, you will need to use the third party email address as the username and your original My VM password.

Please let me know how you get on and apologies for the inconvenience.

Thanks,