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davetheape's avatar
davetheape
Joining in
3 months ago

Not receiving all emails to my account address

My Virgin Media account is linked to an email address. OK, standard. 
This email address is a personal one (as in tied to a domain I own and manage) and while it has been in use for a long, long time, I have for as long as I can remember, had an issue with it.

I receive all the correspondence that VM send to me including bills and whatknot. I have always been able to log in using it too, which is clearly useful. However, I have never been able to change it to my now more conventional email address. It goes through the motions of sending a verification email to the address but this email never arrives.

Now, recently it seems that VM have done away with passwords so now it insists on sending me a verification link to log in to my VM/O2 account. Unfortunately, this email never arrives either. I have also tried setting up a new account with my new email address and linking it to my VM account via my account details. I get so far but again, it needs to send a verification to the old email address and this still doesn't arrive.

The email address patently exists and I can mail to it from other accounts (personal, work, etc) and as I mentioned, the VM billing, contract reminders, service announcements, etc. all come through, it's just the auth related emails that fail.

I can confirm that they aren't being caught by any spam filters at any of the hops. I use Zoho to manage emails and then forward to my Gmail mailbox and Zoho is configured to not filter anything so everything should just pass through. I can monitor the incoming emails at Zoho and see the marketing stuff and my test emails.

My thoughts here are that my email address or some words within it may be in an outgoing blacklist on the auth mail relays, I have reasonable grounds to suspect this, and that anything that tries to get through is being stopped before it gets out of the door at VM but I have no way to verify this other than to reach out to VM. So, here I am, reaching out.

I rather expect to be battered by a barrage of 'Have you tried X, Y or Z' etc. The answer is: probably. 
I have been an IT professional spanning 4 decades though I accept I don't know it all. Suffice to say, I have tried a lot of things and basically hung on but my hand has now been forced as I can simply no longer log on and I have just exited a broadband deal and need to renew before it gets too spendy again.

Ideally, if a VM rep can contact me privately then I'll pass on the account details and answer any security questions that are needed to reset things.

Cheers

1 Reply

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

    Hi davetheape thanks for posting although we're sorry to hear of the concerns you're having with your emails.

    So just to confirm here, all emails are coming through to your inbox successfully, and it's just the verification link that isn't in order to set up your single-sign on ID with My Virgin Media?

    We'll more than likely need to raise an IT Ticket for you given what you've mentioned but we do just need to be sure. 

    Have you tried an alternative email address in the meantime, where you can then change your registered email address once successfully signed in?