Forum Discussion

Mart888's avatar
Mart888
Dialled in
2 months ago

Issue accessing email account.

Can't get access to my email. When I finally got through to an advisor on 150, he told me not to bother trying to log in because THERE IS A FAULT. But I've seen elsewhere on this forum, we are being advised to sign in in a new kind of way.

Can an advisor who knows what they're talking about kindly clarify what we are supposed to do. Not that I have much confidence in their reply. If I have to go through the hell I had to go through last time, this time I really will be leaving Virgin Media. 

None of the Virgin websites are working on my desktop Mac. I look forward to receiving some helpful advice.

Blueyonder
email
webmail

19 Replies

  • PhilC's avatar
    PhilC
    Dialled in
    2 months ago

    Don't hold you breath mate, same issue with NTL email accounts, nobody is interested in fixing, they are just moving ahead with their VM/O2 merger, and changing every login process, which is screwing with legacy email accounts, and they don't want/won't fix it. I have had this issue with all my 9 accounts, they are the only thing that keep me with VM, if they have screwed them, then its time to move to You Fibre, cheaper, faster, and from people are saying, way beyond the VM service

    • Mart888's avatar
      Mart888
      Dialled in
      2 months ago

      Weird thing is, my email's working on my phone. How do you explain that?!

      • marwill84's avatar
        marwill84
        Just joined
        2 months ago

        If you sign out of the mail app for the account and try to sign back it will fail.

        Virgin accounts now require an alternative email address to use as a username, this needs to be verified before you can sign in and I think its this new process created and the migration to O2 that's failed. If you use a desktop app like Outlook or Thunderbird or use a smart phone or tablet using Apple Mail etc you also need to create an App Password through the My Virgin Media sign-in. I have 5 clients that are now unable to access their email accounts or limited to devices that are currently logged in because of this issue. I too had a conversation on Friday and Monday with a Virgin employee, I wont say support as there wasn't much, who said it will be working in 48hrs but its clearly still an issue. I'm sure it will be resolved sometime but my advice would be to move to another email provider, not one from a broadband company.

    • mikeawilson's avatar
      mikeawilson
      Joining in
      2 months ago

      Same here.  Even more frustratingly, the last time this lockout happened I was required to obtain another email address (Gmail, as it happened was the easiest to set up) and now, every time I log in to my Ntlworld email webpage I have to put the Gmail address and password to get access.  Not logical to me but it's just another hoop to jump through in the name of security.

      Then, the last time I tried to access it, VM sent a clickable link to my Gmail account to allow access.  Ho hum.  Try to log in to Gmail (which I have not done for _years_) and, because the email associated with my Google account is the Ntlword one, it sends me to set up a new Gmail account.  Trying to get into Gmail on my phone, it sends a clickable link to my Ntlword address...

      I feel like I'm stuck in the worst-scripted Carry On film ever written.

  • Mart888's avatar
    Mart888
    Dialled in
    2 months ago

    You're right, they don't seem to give a damn. They literally don't know or care what's going on. I guess it's time to set aside a large chunk of time investigating other options. I might ask you about it later! Cheers.

  • Gareth_L's avatar
    Gareth_L
    Icon for Forum Team rankForum Team
    2 months ago

    Hello Mart888.

    Thanks for your post and welcome back to our community.

    We're sorry to hear you're unable to view or access your email account.

    Can we ask if this is your primary email address?

    Is this through an email client? Say, for example Outlook?

    Are you able to access your emails directly through webmail once logged into your online account here 

    Gareth_L

    • Mart888's avatar
      Mart888
      Dialled in
      2 months ago

      No, I am NOT able to. Can you assist me please? All your websites have stopped working on my computer. 

      I have to say, the last time I sought help here it was worse than useless but I have no option but to keep trying. The problem is, VM refuse to admit there's an issue - even though I can see it all over social media and even the press. Last time the advisers just wasted more hours, days and even weeks of my time.

      Let me just ask you - ARE YOU AWARE AND DO YOU ADMIT THAT THERE IS A PROBLEM WITH VIRGIN MEDIA AT THE MOMENT? OR DO YOU THINK WE JUST ENJOY WASTING OUR LIVES PRETENDING THERE'S AN ISSUE WHEN THERE ISN'T ONE?

      At least if you would admit there's a problem, and give us some reassurance that you're looking into it, we wouldn't need to waste our time and get into a state of complete anger and frustration.

      I look forward to hearing from you.

      • Mart888's avatar
        Mart888
        Dialled in
        2 months ago

        Are you going to help me please? Or just leave me without being able to access my email, or any VM website, on my computer?????????

    • Mart888's avatar
      Mart888
      Dialled in
      2 months ago

      It's a Blueyonder address. As of about one week ago, I can't log in to VM webmail. In fact I can't log in to any VM sites at all (including this one) on my usual computer. For example, on virginmedia.com, after a few seconds the page just goes blank and you can't go any further.

      Something similar happened around a year ago. Didn't work for a month or so then all of a sudden started working again with no explanation or recognition from VM that there had ever been a problem. It's incredibly frustrating.

      • Tom_W1's avatar
        Tom_W1
        Icon for Forum Team rankForum Team
        2 months ago

        Hi all in this thread seeking assistance. 

        As marwill84 has explained, you do need an alternative email address to use as a username so can you try this firstly to see how you get on?

        Many thanks

  • johnh11245's avatar
    johnh11245
    Tuning in
    2 months ago

    Blue yonder mail down. My Virgin Media down, cannot view online account. Virgin TV Go down. Anything you have to sign in to IS DOWN. 6 days now, no help, no explanation. 

  • Garyukshef's avatar
    Garyukshef
    Tuning in
    2 months ago

    I have been with Virgin Media for many years and have always used a blueyonder email address. My partner also has a blueyonder email account which has been fine until the last few weeks, Now he cannot access his email. He called support and was given a solution which transferred access to the whole account to him including access to my email not hit. I have transferred control back to me but he is still not able to access his email. Is it no longer possible to have 2 email accounts? His emails are not accessible though my account, calls to support seem to just get messages that it will be ok in 24 hours. I recently renewed my Virgin Media account but I am now starting to regret it

  • mikeawilson's avatar
    mikeawilson
    Joining in
    30 days ago

    OK; I've had enough.  Locked out yet again.  When I was last in, I was looking for a way to download my data (contacts, etc) from the webmail page but there does not appear to be a way to do that.  Like there is no way to search in webmail...

    Does anyone know a way to do this?  Once I get access and get hold of my data, I am gone.

  • mikeawilson's avatar
    mikeawilson
    Joining in
    30 days ago

    What's really weird this time is that I was in the middle of composing an email, i.e. fully logged in and it just threw me out and then refused to let me back in again. 

    • Daniel_Et's avatar
      Daniel_Et
      Icon for Forum Team rankForum Team
      29 days ago

      Hi mikeawilson, thank you for the update. 

      In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

      Regards,
      Daniel