Forum Discussion

lagha40's avatar
lagha40
Joining in
11 months ago

Unable to access original email account

Hi, can anyone help me, please? I had a Virgin Media email account for years. I, accidentally, updated my Virgin Media account with another email address (a Hotmail one). Now, I cannot access my original Virgin Media email account. What do I do to be able to access this original Virgin Media email account?

When I try to click on 'Forgot my password' I receive the following message when inputting my Virgin Media email address: 'No user data is found with the given email address.'

I have phoned up Customer Services twice over the last two weeks but to no avail. Twice they have told me that it takes seven days to try and retrieve the account but then inform me they have been unable to do anything. I have a lot of important emails and information in that account so really need to be able to access it. Please help!

Thanks.

5 Replies

Sort By
  • Graham_A's avatar
    Graham_A
    Very Insightful Person
    11 months ago

    lagha40  If you have changed the username email for your Virgin Media email account to a hotmail address you will need to enter that address in the sign in box as the email address together with the VM account password.

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

    Hi lagha40 👋

    A warm welcome to our Community Forums and thanks for your post. 

    As Graham has advised, if the username email for your MY VM account was changed, this is the reason why it wouldn't pick up the initial once. As you have changed it, you need to sign in using the updated email address. 

  • lagha40's avatar
    lagha40
    Joining in
    11 months ago

    Hi @Graham_A and @Ayisha_B. Thanks for your prompt replies. I just want to check and clarify that my query makes sense - I can access my actual VM account no problem, using my hotmail address and VM password.

    My actual issue is I had an email account/service with a VM address but now those emails cannot be accessed anymore. For example: if my old VM address was me@virginmedia.com but then I updated my VM login details to provide my Hotmail, myself@hotmail.com, I can no longer access the emails held within the aforementioned me@virginmedia.com email account and I don't know what to do to access that account again.

    Thanks in advance for taking the time to support!

    • coenoby's avatar
      coenoby
      Very Insightful Person
      11 months ago
      lagha40 wrote:

      I can no longer access the emails held within the aforementioned me@virginmedia.com email account and I don't know what to do to access that account again.

      You don't say how you are trying to access the account or what is stopping you from accessing your VM email account.

      Just to clarify, there are a couple of ways to access the VM webmail account for your me@virginmedia.com email address;

      1. Enter your myself@hotmail,com address into this link https://mail2.virginmedia.com/ and then enter your VM password.    That should take you straight to the your VM Webmail account.       Or..............
      2. Sign into your My Virgin Media account with your myself@hotmail.com email address. I assume that is what you mean when you say "my actual VM account".   Click on Account settings then Account details. Then scroll down that page. Towards the bottom you should see a heading Virgin Media Mail and under that is a link to Access my mailbox. Click on that and it should take you to the VM Webmail account.

      If you have already tried both of those just post back with the error messages that you are getting.

      Coenoby

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

      Hi lagha40

      Thanks for your response.

      Has the further advise from the community resolved the issue for you?

      If you still can't gain access, please do let us know and we can take a closer look.

      Please pop back to us when you can.