Forum Discussion

louiscar's avatar
louiscar
Up to speed
30 days ago
Solved

My emails have been locked!!

"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.

For more information on how to unlock your Virgin Media Mail account, head to our help page on managing your Virgin Media O2 ID."

 

This is intollerable - I noticed today that my email client on my phone could not log into all my alternative emails. My main one was ok.

I went to the website and had to go through multiple VMO2 passwords more confusing that a 3 legged sheep.  EVery email I tried to do was the same. 1. Designate a backup email, 2. verify, 3. set  a password for tthe o2 id (why do I have to do that more than once?????) get a recovery code and log in.

I've not done them all yet as it's driving me mad and I ended up somehow putting my O2 email onto one of the backups because nothing is explained clearly - what a mess.


Going to my email on any account other than my main one - i get the above message. 

The HELP page is useless and doesn't tell me how to fix this or what's going on.

Please can level 2 sort this out and restore the locked emails. There are several. One thing I note is that emails forwarded to my main address are still being forwarded.

This is a horrible mess and no explanation whatsoever has been given.

  • louiscar's avatar
    louiscar
    30 days ago

    I think I've sorted it now - it's unecessarily confusing and with no warning. Hours later

3 Replies

  • louiscar's avatar
    louiscar
    Up to speed
    30 days ago

    "We may have to lock your online account for security reasons if we suspect there’s been any unusual activity.

    If your account has been locked, we’ll let you know when you try to sign in with your Virgin Media O2 ID. Simply follow our steps to unlock it and afterwards, sign in."

     

    Help page - WHAT STEPS!!! THERE ARE NONE.

    • louiscar's avatar
      louiscar
      Up to speed
      30 days ago

      I think I've sorted it now - it's unecessarily confusing and with no warning. Hours later

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

    Hello louiscar,

    Welcome back to the Community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your online account and email.

    You would need to setup an account for each email address as you had seperate accounts for each of them previously, the new Virgin Media O2 ID process would follow the same process.

    The email accounts that are locked, do you have access to their online accounts? If you do, please follow the steps below

    Login to the online of the locked email > Account Settings > Virgin Media Mail Settings > Manage Your Products >

    Once you do that an email will be sent to you to verify your identity, you can also request this be done via another method. Once you've been able to do that carry on with the below steps

    Manage email app password > blue button 'Get New Password'

    Once this has been done you should be able to access your email account without any error messages. Please give this a go and let us know if this helps to resolve your issues

    Kind Regards,

    Steven_L