Forum Discussion

sskelly's avatar
sskelly
On our wavelength
3 months ago

Locked out of email account

Hi,

My wife has a very old virgin.net email address and it recently stopped working and now she cannot log into it at all.

She set a third part email address and now no known passwords work for the main virgin.net login.

The email account is not linked to any virgin service broadband or mobile (although we do have virgin tv & broadband but it is linked to my separate email address).

Password reset is asking for master account settings (account number and area) but it is not tied to either. Is there anyway to resurrect/reset this account? It is her main email account so is pretty important (for her!).

 

  • LS438's avatar
    LS438
    Joining in
    3 months ago

    I have exactly the same setup (VM account with husband's email) and I'm having exactly the same problem. I did manage to set a non-virgin email to access virgin media email account. It sent through verification email. I clicked the link and managed to get in briefly. It gave errors about updating my security question so I restarted everything and haven't been able to log in since. It accepts the non-virgin email address I set up but won't let me log in (invalid email or password) and won't let me set a new password (Oops ... something went wrong. Please try again later.) 

    PLEASE SOMEONE HELP US to access our longstanding and constantly used virgin.net email accounts.

     

    • Ilyas_Y's avatar
      Ilyas_Y
      Forum Team
      3 months ago

      Hey LS438  Thanks for reaching out to us on here. 👋🏽

      Sorry to hear about the issues you are facing with the email account.
      Were you able to speak to our team to get a ticket raised and link the email with a live account?

      Kind regards,
      Ilyas.

      • LS438's avatar
        LS438
        Joining in
        3 months ago

        Can you tell me how to raise a ticket for this? I seem to be going around in circles trying to find out!

  • Ilyas_Y's avatar
    Ilyas_Y
    Forum Team
    3 months ago

    Hey sskelly Thanks for reaching out to us on here. 👋🏽

    Sorry to hear about the issues you are facing with the email account.
    Were you able to speak to our team to get a ticket raised and link the email with a live account?

    Kind regards,
    Ilyas.

    • sskelly's avatar
      sskelly
      On our wavelength
      3 months ago

      Hi,

      I spoke via livechat and they have raised a ticket with IT. Hopefully they can resurrect the email address and link it to our virginmedia account so that it doesn't get deleted again.

      • Nell51's avatar
        Nell51
        Tuning in
        3 months ago

        Hello please can you advise how to speak to livechat.  I have exactly the same problem.

  • sskelly's avatar
    sskelly
    On our wavelength
    3 months ago

    Hi Gareth_L

    I have finally got it working. The way the system seems to deal with a password reset was very confusing.

    The account is set up with the original email address: user@virgin.net, the alternative email address for settings etc was user@gmail.com.

    When I went to virginmedia.com and logged in with user@virgin.net and rest password it would accept the password change and then log me out. If I tried to log back in with user@virgin.net and the new password it would tell me the password was incorrect.

    By chance, I used user@gmail.com as the login account and the new password for user@virgin.net and it let me in, I was then able to go to settings and virgin email settings to generate an app password and set it up on my phone.

    I feel exhausted!!!