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WRH's avatar
WRH
Joining in
3 months ago

Unable to access VirginMedia email

Since Wednesday (19th February 2025) my uncle has been unable to access his Virgin Media email address (ending virginmedia.com).

We've logged into his VM account which says his email is locked. The instructions say to first reset the Virgin Media account password. However, when we try to reset this password, we get an error message saying this isn't working at the moment. This has been happening all day today (and I can see from other posts on here that the same has happened to others).

My uncle still has an active Virgin Media contract for broadband etc, so I understand he should still be able to use his Virgin Media email address. I am intending to support him to move to another email provider, but for now, the virginmedia.com address is his primary address & the one on which he receives utility bills etc. I'm anxious to resolve this for him.

When he rang the support line they didn't seem to fully understand the problem. Is there anything we can do?

15 Replies

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  • pavif56289's avatar
    pavif56289
    Joining in
    3 months ago

    Hello!

    Since Wednesday (19th February 2025), my uncle hasn't been able to access his Virgin Media email. We've tried resetting the password, but it isn't working. Despite an active contract, his email remains locked, and support was unhelpful. We're looking to resolve this urgently as it's his primary email for important communications. Any advice would be appreciated. Thank you!

  • quadbod's avatar
    quadbod
    Tuning in
    3 months ago

    Hello!  Friday 21st and today Saturday 22nd February 2025 STILL getting the 'Unavailable' screen with complicated instructions re alleged need to change passwords, etc.  Online status reports are inconsistent.  Is there an acknowledged current issue with blueyonder e-mail addresses?

    • quadbod's avatar
      quadbod
      Tuning in
      3 months ago

      After ONE HOUR on the phone to Virgin, they have finally agreed that the problem is theirs and not mine and that it will be rectified within 24/48 hours!  Why does it take them ONE HOUR to confirm what I suspected at the start!?  The agent simply went round in circles ignoring my suggestions/comments until at last agreeing that there IS an issue with blueyonder e-mails.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    3 months ago

    I hope you're right, but don't rely too much on the 24/48 hours. That is their usual answer to most problems. 

    • quadbod's avatar
      quadbod
      Tuning in
      3 months ago

      Thanks - experience tells me you're more likely to be right than they are!

    • Hairster's avatar
      Hairster
      Joining in
      3 months ago

      I've was given a 5 day wait for my issue to be looked at by Virgin following a drawn out phone conversation and will be awaiting a scheduled call back on Tuesday next week. (which I very much suspect will not happen). In the mean time when offered help here, just confirming my security details with a VM took 6hrs by the painfully slow and clunky PM system and has so far achieved nothing....

  • quadbod's avatar
    quadbod
    Tuning in
    3 months ago

    The screen carrying the 'Unavailable' message is extremely annoying as it doesn't acknowledge even the faintest possibility that the fault is with Virgin Media (which it clearly is).  The ridiculously complicated instructions re password resetting, etc are even more irritating as they are totally irrelevant.

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    3 months ago

    Hi WRH 

    Welcome to the Community Forums. 

    Sorry to hear of your concern about your uncle's email. 

    Does your uncle get the same error when trying to reset their password on other devices and browsers? 

    • WRH's avatar
      WRH
      Joining in
      3 months ago

      Hi Carley. Thanks for responding.

      Yes, we have tried on 2 computers, phone & a tablet. But we will try again!

      • Beth_G's avatar
        Beth_G
        Icon for Forum Team rankForum Team
        2 months ago

        Hi WRH

        We're sorry for any issues experienced trying to reset the password last week. We were aware of some issues affecting the My Virgin Media service then, so this may be why you were getting an error.

        If you've been able to try resetting it since then, have you had any success? 

  • melanie_smith's avatar
    melanie_smith
    Tuning in
    3 months ago

    Expect long and lengthy discussions with no outcome - it’s driving me crazy. Fixes one minute then we are back with issues again. Today all emails went off with no warning. Now I can’t log in as it says password is incorrect and it isn’t. 

    • quadbod's avatar
      quadbod
      Tuning in
      2 months ago

      You have my total sympathy.  I've now been 'locked out' for five days!  I'm not intending to follow any of the 'reset' instructions because I simply don't believe that will solve anything and is more likely to cause new problems.  I have now made alternative arrangements but will keep an eye on my blueyonder email account in case it decides to return to working order as it has in the past!

      • Beth_G's avatar
        Beth_G
        Icon for Forum Team rankForum Team
        2 months ago

        Hi quadbod

        Thanks for your post, welcome to the Community Forums.

        I'm sorry to hear you've been unable to access your account now for five days. If you are getting the error message to say that your mail is unavailable currently, this will mean that your account has been locked. The only way to unlock it would be by following the steps below: 

        Step 1. Go to My Virgin Media : to create a new password for your My Virgin Media account. We need you to create a new password for this account as there may have been a security breach.

        Select Sign In

        Select Forgotten your email or password? under the password box

        Follow the instructions to change your password

        Step 2. Next, we need you to generate a new password to be used specifically for signing in to third-party mailbox apps (like Outlook or Gmail) to access your Virgin Media Mail emails. Even if you don’t use these apps to access your emails now, we still need you to reset the password anyway to fully secure your account.

        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 for you

        Update any third-party apps that you use to access your Virgin Media Mail emails with this new app password

        Please note that as this password is separate from your sign in details for My Virgin Media (or any Virgin Media apps) this won’t affect your My Virgin Media password. So, if you check your Virgin Media Mail emails through My Virgin Media or at mail.virginmedia.com, you'll still only need your My Virgin Media password.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 months ago

    Surely by now, anyone still using VM email must realise that it is on the way out.

    There are alternative free services that are far more reliable and do not expect users to keep jumping through hoops to access their messages.