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LynneVMF's avatar
LynneVMF
Tuning in
11 months ago

Unable to access email

Like other users I am unable to access my emails. Error message says the account is locked. Impossible to carry out instructions for regaining access as the link to reset password expires immediately. 

This message sent on behalf of second user on the account. He is unable to register on the forums as he runs into the same access problem.

Please help.

3 Replies

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  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    11 months ago

    Hi LynneVMF 

    Thanks for posting and welcome to the community.

    Sorry to hear of the email issue. I'll send you a PM now to assist further.

    Best wishes.

  • KB10's avatar
    KB10
    Joining in
    11 months ago

    Hi, did you get this sorted?  I’m having the same issue and can’t get any help from Virgin at the moment. 

    • LynneVMF's avatar
      LynneVMF
      Tuning in
      11 months ago

      I found two previous hints in previous threads & combiined them to help my family member regain access. It turned out that one of the main obstacles was he was trying to access his personal (secondary) My VM account to make changes. He actually needed to be in the primary/master account to do this. He hadn't used that since 2009 (!).
      Anyway here are  the posts that helped me - good luck 😀
      1. from @Mingsy (https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Re-Unable-to-change-sign-in-email-address/m-p/5532229#M261859)

      I had a similar situation last week. The workaround steps are listed below but bear in mind that it didn't work first time but succeeded the following day.

      1. Log in with your 'old' email address.
      2. Go to where you change your email address. Use a made up email address and follow the instructions.
      3. While still on the page change your email address again to the one you want to use. The new confirmation email should then work.

      2. from @Robert_P (https://community.virginmedia.com/t5/Email/Secondary-e-mail-account-locked-out-again/m-p/5532648#M276934)

      Sign in to My Virgin Media
      Go to Account settings, then Account details
      Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail
      Then, under Virgin Media Mail app password tap Get password
      Continue the flow and a new secure password will be generated, and the mailbox unlocked
      Update any third-party apps that may be use to access your Virgin Media Mail emails with this new app password.