Forum Discussion

Gazza7's avatar
Gazza7
Joining in
5 months ago

Suddenly unable to access secondary email account and now unable to see billing on app with main acc?

Hello, I hope someone here can help me, my main email account has suddenly stopped letting me access emails.
It's one of my secondary email accounts, (and an old NTLWORLD.COM account) but I use it as my main, and it has suddenly started showing this message "Log in to server imap.virginmedia.com with username gxxxx.xxxx@ntlworld.com failed"

I can access the VirginMedia website (https://www.virginmedia.com/myvmo2/home but cannot see my secondary email accounts. I can access my main email address via webmail, but not the secondary one. I cannot reset the password on the secondary as it just keeps going into a loop and asking for the virgimmedia logon account details.
When I input the secondary details it just loops.
Please can someone advise how can I get a secondary email password reset.

Also, I cannot see my billing as the PC app just hangs, and when I look on my phone virginmedia app, it just says "sorry we can't show you any bill/payment information as you're not signed in as the main account holder" ???? I am the account holder, this is my only phone with the app on!
Many thanks for any help, I am tearing my hair out here as I am locked out of my main email.

  • David_Bn's avatar
    David_Bn
    Forum Team
    5 months ago

    Thanks for reaching out to us Gazza7, and welcome back to our Community Forums!

    Sorry to hear of the issues you've been experiencing with our E-Mail address and the access to the My Virgin Media account.

    Check out the envelope in the top right hand corner and we can seek to alter the password for the E-Mail account, as well as seeing if the My Virgin Media account can be accessed.

    Thanks,

    David_Bn