Forum Discussion

PhilC's avatar
PhilC
Dialled in
2 days ago

Tried to login to my email this morning, says it doesn't exist

I have tried to login to my virgin email accounts this morning, online and via the web portal and there seems to have been some sort of issue your end, as it said all my emails are not valid email addresses. 

I had to go through them all my @ntlworld.com and @virginmedia.com emails, and reenter all the details for each, but the main account email, which is registered to the master VM account, is saying it is not a valid VM account and does not exist. 

I have 9 email accounts in total, a mix of NTL and VM, these have been with Virgin since the NTLWORLD days. I have managed to get back into 5, there are 3 still to check (wife and kids) but the main account is saying its not a valid Virgin email account

This account is used by me to get me for all billing to VM, so no access to change things, update or review my payments, or security check the settings of all the other emails.

This is ridiculous, that account has been with NTL/VM since I first signed up with you and is the main account I use, I have not moved house, cancelled or missed any payments (which keep on rising for no reason, as I am still having the same poor service)

This all seems to be around the changes with VM and O2 merging, as my parents had the same issue with their Virgin TV on the go last week, needing to jump through all sorts of hoops to be able to watch TV on the go, which they pay for. 

As usual with VM, its a shambles, long waits on calls, speaking to clueless individuals. I have said this before in my other posts, I only stay, as I have various email accounts for my work, with links to various websites, and it would be a massive pain to have to go through and change everything, but if you have deleted my account, and you cant sort it out, then I will be forced to move and say good bye to a once great service, which is now just a shadow of its former self

Suffice to say, as this "invalid email" cant be accessed, I cant login to my main virgin account, this Virgin O2 merger, with linked accounts is an absolute cluster-f

19 Replies

  • Graham_A's avatar
    Graham_A
    Very Insightful Person
    2 days ago

    PhilC​  Have you previously been asked to switch the username for your main account to a third party email address? If so, that address is the one you need to use in the new VMO2 ID process.

    If you have forgotten the username for your main account you should be able to find it using the Forgot your email address link on the Sign in page

  • PhilC's avatar
    PhilC
    Dialled in
    2 days ago

    I added @gmail account for account recovery only purposes, around 1 year ago, and have never needed to use it. I have not changed anything else. It has all been working fine for around 1 year, then this morning, I lost access to all accounts in Outlook, trying to access via the web portal says the account does not exist. I have managed to get 5 back using the original login account details, 3 are still to check, but the main account, is saying it is not valid and is not offering to link to do anything else, just saying invalid account in Outlook and via the Web Portal, and I cant access the details from the last change, as I can't access the email account they sent them to

    • Graham_A's avatar
      Graham_A
      Very Insightful Person
      2 days ago

      I suspect that it is the gmail address that you added last year that is the current username for your main account. However, before trying that if you use the forgot your email link on the sign in page and enter the requested account details it will confirm the correct username.

       

      • PhilC's avatar
        PhilC
        Dialled in
        2 days ago

        Thanks, I have used the backup @gmail account to link to the VMO2 login, entered a mobile number, done the verification, and I can now access my VM account, and VM has sent verification emails to the linked @gmail account in Outlook

        But, I still cannot access the original master @NTL account email. Using the @gmail and original @NTL passwords are not recognised, so I can now access my other 9 accounts, but my master @NTL email is not accessible. There is nowhere to change the password for the old @NTL account that I can see, to allow me access. VM have royally screwed things up, with my VM account is now linked to a @Gmail email, and not a @NTL or @Virginmedia emails that I do use. @Gmail is a backup only, and not used

  • Manestream's avatar
    Manestream
    Dialled in
    2 days ago

    I had the same issue last night, i have been on the phone and was told they are merging Both O2 and Virginmedia together (again, since they seperated it what 2yrs ago).

    Anyways accounts are down (from what i was told) and there hoping for an update tomorrow but could be next week but even they are locked out from the system.

    What they should have done was notified their customers about this for both virginmedia and O2 as i am locked out of BOTH until this is resolved. Hopefully they will let us know its all up and running.

    • PhilC's avatar
      PhilC
      Dialled in
      2 days ago

      Agreed, they should have notified people in advance, before they pulled this trick, as they have created unnecessary issues and stress for people, and have stayed quiet

      I have 9 accounts, I can access 8, the 9th, the main one I can't, so pretty much in the same boat as you, as thats the account I use for everything. Good luck and lets hope they get this resolved, though Im not holding my breath, the last time they made changes to emails 2 years ago, it took months, and a lot of people lost a lot of emails, when they finally resolved it 

  • jb3010's avatar
    jb3010
    Tuning in
    2 days ago

    Hi

    Ive had problems since monday morning

    asked to link a backup account and a mobile for a linked o2 account

    my emails then worked on my laptop but not on phone or tablet

    i then forwarded my virgin emails to my gmail account so i could view them on my phone

    after many hours researching i found that i had to generate an app password for 3rd part apps which worked 

    But the problem now is ive stopped receiving emails altogether on this email address which is a secondary account- my ntl email is working fine

    i notice today that i have a message on my ntlworld email settings saying that my email address that has stopped working is saying incorrect credentials

    i hope someone can help

    Thanks

    Maria

     

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 days ago

    Part of the problem is using different devices for the same mailbox and the app password can get out of sync if it’s changed on one and not the rest?

  • jb3010's avatar
    jb3010
    Tuning in
    2 days ago

    yes but i cant access my emails on a laptop using password -no new messages have come through since 4pm yesterday- my old ntlworld email is still working 

  • PhilC's avatar
    PhilC
    Dialled in
    2 days ago

    Now a weird thing has happened, I can access My Virgin using my @Gmail account, I can then jump into the online portal and see my missing @NTL master account emails, but I can't access them through Outlook on my desktop, as the "Manage your Virgin Media Mail app password" option, which generates a new password for the "missing" @NTL account doesn't work, when I enter it into Outlook it still errors

    What are VM up to, if they are trying to upset customers, so they move away from VM email, I suspect they will be losing a lot more who think its not worth the hassle with the omnishambles that VM have created now

    • Graham_A's avatar
      Graham_A
      Very Insightful Person
      2 days ago

      PhilC​ Our posts cross 'in the post' as it were.  I have set out the route to generate an app password under the new system.

      • jb3010's avatar
        jb3010
        Tuning in
        2 days ago

        Hi Graham

        My ntlworld account is working but not my virgin email - I havent had an email now for 24 hours now

        Thanks

        Maria