Forum Discussion

Paulandkelly60's avatar
9 months ago

Locked out of email account. Noone will help 😡

I got a new phone last week and transferred all of my apps and info across to the new phone. Unfortunately virgin mail didn't work and I needed to log in. My wife and I both tried to log on and it would not let us in. Then we got the following message:

 

Your Virgin Media Mail account is currently unavailable


This is either because your Virgin Media Mail account is locked, or because you don’t have an active account with us anymore

 

We have no options what so ever to request a new password, or click forgot current password. 

I rang Virgin on 30th May to be told someone would ring me within 5days as they couldn't work out what the problem is. I've heard nothing from Virgin, so rang today to be told someone will ring me tomorrow. Which is the 5th day (5/6/24). My wife rang as she has authority on our account and initially they spoke to her saying she had passed security but it seemed as soon as they didn't know how to solve the issue they said due to data protection they couldn't speak to her, yet someone would ring her tomorrow within the 5 days to resolve the issue. Wife asked how wouldn't they speak now, but the people ringing back would speak to her. Only for her to be put on mute for 15 mins by the call handler as they didn't like the questions she was asking about data protection and that they couldn't resolve the issues about logging in. So wife had to clear the line. 

All we want is to be able to get into our email account that we share. It has medical appointments, other important personal appointments and emails regarding our sons school. So we need to get access ASAP.  

I can not believe in this world we live in that the locked account cannot be unlocked and no customer service advisor can resolve the issue and just keeps fobbing us off saying someone should ring within 5 days... Of which is the 5th working day tomorrow. I'm not very hopeful someone will ring and resolve this as I've had a poor service in the last 7 days. It's shocking. All I want is access to my families emails. Is that too much to ask? 

I have lodged a complaint... Obviously haven't heard anything as yet. Seems like standard protocol!! 

To summerise I would like my virgin email account to be unlocked, and I do not have the option to reset password. Please help!!! 

 

  • Of note, my wife and I are only 47 and 41 and not beyond technology. We both use IT regularly for our jobs so have a decent understanding of what we are doing. Before virgin assume we are beyond help 😡

    • MrsJJB's avatar
      MrsJJB
      Joining in

      Hi this happened to me a while ago. I had to create a separate app password through Account settings on My Virgin Media.

      To get the password, follow these steps:

      Sign in to My Virgin Media a. Go to Account settings, then Account details b. Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail c. Then, under Virgin Media Mail app password tap Generate new App password and follow the instructions

      A new secure password will be generated for you. Your app password can be used for all apps accessing your Virgin Media mail address. If you create a new app password, you’ll need to update all your existing apps with the new password.

      Go to your email settings on your phone or device and change the password to the one you have generated 

      Hope this works!

       

      • Paulandkelly60's avatar
        Paulandkelly60
        Tuning in

        Hello, thank you for your reply. It's not taking me to a create new app password when I do this unfortunately. It's rather frustrating.