Forum Discussion

Lulu22's avatar
Lulu22
Just joined
4 days ago

Unable to Validate E Mail & Account

I have been locked out of my account since the middle of July both with Virgin Media and O2. I have explored every avenue I can think of even getting to the stage of having 2 tickets issued, which involved at least four telephone calls and being cut off several times. These tickets have not been actioned. Yesterday 21st August we manage to contact Virgin through the Chat and were promised a telephone call from Technical Department. This again never happened. I am 80 years old and now desperate to access our accounts. How else can we get help to access our account which is linked to an old Sky account which we are unable to access.

3 Replies

  • Buffer6's avatar
    Buffer6
    Legend
    4 days ago

    Possible solutions are


    Ask a trusted friend or family member to call on your behalf and provide you with their ID as proof of your relationship (many providers allow this).


    Use the “Forgot password / reset email” feature from another device or a different browser; sometimes it works even if the main account is locked.


    Check whether your Sky account has a separate recovery path – log into sky.com and use their “Help & Support → Account Recovery.” The same ID documents usually work for both services.

  • coenoby's avatar
    coenoby
    Very Insightful Person
    4 days ago

    Lulu22​

    "How else can we get help to access our account which is linked to an old Sky account which we are unable to access."

    By "Sky account" I assume you mean a Sky email account?

    If so, you are probably aware the Sky moved their email service over to Yahoo quite a while ago, it's now called "Sky Yahoo mail". Yahoo say that if you do not sign into your Sky Yahoo account at least once every 6 months they will delete the account. So it's possible that old Sky account no longer exists.

    However if you know the email address you could try their password reset route https://skyid.sky.com/resetpassword/email/      To be honest, I'm not hopeful but it would be worth trying that to see if you can regain access to the Sky email account. 

    VM no longer has a "Forgotten password" option by the way. 😉

    Based on what you have posted, you seem quite capable of communicating with VM directly so I cannot see why you would need to get someone else to contact VM on your behalf. 

    If the password reset option does not work for you. You need to wait for one the Forum Team (VM staff) to contact you via this thread. That will be in the next day or so.

    There have been other posts from people who no longer have access to the email account linked to their VM account and the Forum Team do seem to have picked up those posts. Hopefully the Team will be able to help you to regain access to your VM account.

    Coenoby

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    3 days ago

    Hi Lulu22 

    Thanks for posting and welcome to the community. Apologies for any issues logging in. I'll send you a PM now to assist further.