Forum Discussion

BarryS2's avatar
BarryS2
Just joined
16 hours ago

How to access a secondary email account which VM says is FORBIDDEN

My wife started this discussion (TSinDistress). I am the Primary account holder, she the secondary. Together we have been VM customers since 2011.

On 26 July, having sent an email, her screen went blank and the word FORBIDDEN came up. She has been unable to access her emails since that time. This caused great inconvenience due to an imminent holiday but the VM call centre assured her all would be resolved within 10 days.

Of course nothing has been resolved and her emails still cannot be accessed. Following the option to add a new account, we get the page  'We've found your VM account' and it talks about linking  and then transferring her email address but the next page suggests I would potentially lose my emails so we haven't taken it any further.

Can someone please advise what action can be taken. My wife runs a small business and is potentially losing appointments and customers.

Thank you

4 Replies

  • TSinDistress's avatar
    TSinDistress
    Settling in
    2 days ago

    My husband is the primary account holder, I am the secondary. We have been VM customers since 2011 and both have @virginmedia.com email addresses. Unfortunately neither of us are tech savvy.

    On 26 July I was suddenly Forbidden access to my emails. I rang VM and the lady said this was an ongoing situation that IT were dealing with, she raised a ticket no and said all would be resolved within 10 days. I went on an overseas holiday with limited internet access, but each time I checked emails I was still Forbidden access. 

    On my return I rang VM. Another ticket was raised with the suggestion I am now at the back of a long queue. I run a small business, largely conducted by email. I have NO access to any of my contacts which is now causing me a great deal of trouble and loss of income. 

    I used to sign in via @gmail.com which then diverted to my @vm address but an email from VM at end of June stated "Instead of using your current email address to sign in to your account,  you'll need use your Virgin Media Mail email address. This will take effect automatically from 30/06/2025." This is what could have happened as I now only have an option to sign in via VM and not gmail.

    Can someone please advise what I should do. There seem to be no answers on here and I do not want to do anything that would also jeopardise my husband's emails.

    With many thanks

    • John_GS's avatar
      John_GS
      Icon for Forum Team rankForum Team
      2 days ago

      Hi TSinDistress 

      Thanks for posting and welcome to the community. Very sorry to hear of the email log in issue.

      If you can get the account holder to contact us via their own Forum account, we can investigate this further. (this is purely as email is an account holder only issue)

      Best wishes.

    • TSinDistress's avatar
      TSinDistress
      Settling in
      2 days ago

      My husband has no problems with his @virginmedia.com email account, is less computer literate than me and has verbally given permission to whoever logs the call and raises the ticket that I can deal with this matter. Please can you help.

      • Steven_L's avatar
        Steven_L
        Icon for Forum Team rankForum Team
        23 hours ago

        Thanks for coming back to us, TSinDistress. We're not able to help with any such issues without speaking to the account holder. 

        Kind Regards,

        Steven_L