Forum Discussion

Sappermajor's avatar
Sappermajor
Up to speed
5 months ago

Help my wife's additional e-mail account has stopped working.

As of this afternoon my wife's email account has stopped working. The password wonโ€™t sign her in. iOS Mail shows all her emails since 2022 as missing. It is not a matter of filters.

The password does not work in WebMail and I get the following when I try to change password suggesting the account no longer exists. I can still see the account when I look in my settings. Please help.

 

  • By any chance are you still a Virgin Media customer?

    If you've cancelled Virgin Media, the chances are this email has been deleted and it can't be restored by Virgin Media.

    If you're still a Virgin Media customer, I'd advise you to contact support.

    Regards,
    Noah

    • Sappermajor's avatar
      Sappermajor
      Up to speed

      Yes I am still a Virgin Media customer. I have managed to get the apps working with a new app password, but my wife has lost most of her emails. Luckily I have been forwarding all her e-mails to a gmail account.

      • Molly_T's avatar
        Molly_T
        Forum Team

        Hi Sappermajor ๐Ÿ‘‹ Welcome back to the community! Thanks for posting. 
        Sorry to hear these concerns about a secondary email account. It may be that we need to ensure this secondary email account is correctly linked to your current services account, and is set up with it's own My VM login, which is linked to a non VM, Blueyonder or NTLworld email address. 

        Due to changes in secondary security we need to ensure every email account has it's own my VM login, which is linked to a non VM email for secondary authentificatiton. You can read a bit more about managing your My VM accounts here ๐Ÿ‘‰ https://www.virginmedia.com/help/billing-and-payments/manage-my-account and your email accounts here ๐Ÿ‘‰  https://www.virginmedia.com/help/broadband/manage-email-account 

        We will just need to send you a PM to confirm a few account details so we can arrange this for you.

        I will do this for you now - you can find the PM in the top right corner of the page in your Inbox. ๐Ÿ“ฉ We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

        Wishing you all the best. ๐ŸŒž