Forum Discussion

WalterFraser's avatar
WalterFraser
Tuning in
2 days ago

Removal of Sub-User Access to Virgin Email

In late October, my wife was unable to access her Virgin emails.  Years ago, I added her as a sub-user to my account.  When she tried to access her emails she was told to log in but when she tried she was asked to link her email address to a Virgin or O2 account, which she doesn't have.  After several lengthy phone calls to Virgin over the past 18 days and trying, without success, everything suggested and more, this afternoon, I tried logging my wife into Virgin Email using the recovery code she was given last week but wasn't valid till today. The code was accepted (and a new code generated) but she was still unable to log into her sub-user email because she is still being asked to link her email address to a VM/O2 account, which she doesn't have as a sub-user.  Subsequently, after yet another lengthy phone call to Virgin, I have established that there is no longer a facility to add sub-users due to changes relating to the merging of VM and O2 and that there is no way that my wife, having been removed from access, can access her emails in Virgin Email.  She has at least three weeks of emails that she has never seen and never will see because of the removal of her sub-user access to Virgin Email. Many of those emails are very important and require responses.  I was told that no matter who I consult about it at Virgin, there is nothing that anyone can do. This situation is totally unacceptable.

10 Replies

  • WalterFraser's avatar
    WalterFraser
    Tuning in
    9 days ago

    Got the same problem with my wife's sub-user VM email. When she tries to log in it asks her to link her email address to a VM/02 account. She doesn't have an account as I am the account holder. I've spent hours on the phone with Virgin and they have yet to resolve the issue. I first contacted them on 1 November then twice today and I have to wait till 18th November before anything else can be tried.  This is because we tried generating a new account rescue code in the hope that we could log in using the code rather than her password, which wasn't accepted.  Tried the code but the message came up that it isn't valid till 18th.  Do not link your wife's email address to your account details, as it will transfer the account ownership from you to your wife and neither of you will have email access.  If your wife has a current account rescue code, logging in using that might work but it took me ages to find the route to that stage.

    • Blueyonderer's avatar
      Blueyonderer
      Up to speed
      9 days ago

      I'm hoping that the account locked is the key to our particular puzzle. The account last synced at 8.17am this morning. Entering the newly generated password into the email client on her phone doesn't complain about the password now (edit: it does but it took a while to fail this time) but it also doesn't retrieve any mail including a test message I sent to her. Fingers crossed...

      • WalterFraser's avatar
        WalterFraser
        Tuning in
        9 days ago

        I suspect that the problem lies with the merging of VM and 02 accounts.  We had a similar  problem over a year ago but it was more quickly resolved.  VM Customer Support clearly have no idea how to resolve it.  I hope you find a solution rather than endure weeks without important emails like my wife has had to.  Good luck!

  • WalterFraser's avatar
    WalterFraser
    Tuning in
    9 days ago

    Hello Matthew.  Got a problem with my wife's sub-user VM email. When she tries to log in it asks her to link her email address to a VM/02 account. She doesn't have an account as I am the account holder. I've spent hours on the phone with Virgin and they have yet to resolve the issue. I first contacted them on 1 November then twice today and I have to wait till 18th November before anything else can be tried.  This is because we tried generating a new account rescue code in the hope that we could log in using the code rather than her password, which wasn't accepted.  Tried the code but the message came up that it isn't valid till 18th.  VM Customer Services said there's nothing that can be done till 18th. Is that right?

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      8 days ago

      Hi WalterFraser, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear you're having issues with accessing your wife's secondary account. We're very limited in what we can do via the Community we're afraid. 

      Your wife will need her own VM O2 ID in order to access the email. Please have a look at the steps given by other users in this thread on how to do that. If you have further issues, please reach out to the team on 150 / 0345 454 1111.

      Many thanks, 

  • WalterFraser's avatar
    WalterFraser
    Tuning in
    8 days ago

    I've tried all suggestions I can find on this forum and none have worked.  I don't see why you have to give up your blueyonder email addresses.  Surely the technological developments we have these days can accommodate whatever unique email address exists? The situation is indeed a shambles and I got the impression form my telephone conversations with VM that they sheepishly acknowledge it.

    • Gareth_L's avatar
      Gareth_L
      Icon for Forum Team rankForum Team
      7 days ago

      Hello WalterFraser.

      Sorry to hear about the ongoing issues accessing your wife's email account.

      I'm happy to take a look into this for you. 

      I'll need to send you a private message to pass security. 
      If you can check the envelope at the top right of your screen, that would be great. 
      Gareth_L

       

  • WalterFraser's avatar
    WalterFraser
    Tuning in
    2 days ago

    Hi Blueyonderer

    This afternoon, I tried logging my wife into Virgin Email using the recovery code she was given last week but not valid till today. The code was accepted (and a new code generated) but she was still unable to log into her sub-user email because she is still being asked to link her email address to a VM/O2 account, which she doesn't have as a sub-user.  Subsequently, after yet another lengthy phone call to Virgin, I have established that there is no longer a facility to add sub-users and that there is no way that my wife can access her emails in Virgin Email.  She has at least three weeks of emails that she has never seen and never will see because of the removal of her sub-user access to Virgin Email. Many of those emails are very important and require responses.  I was told that no matter who I consult about it at Virgin, there is nothing that anyone can do. This situation is totally unacceptable.

  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    4 hours ago

    Thanks for coming back to us, WalterFraser. I'd be happy to take a further look into this for you; however, I would need to confirm a few details via private message. Please look out for my message, and we can get started.
    Kind Regards,
    Steven_L