Forum Discussion

Ponyexp's avatar
Ponyexp
Joining in
5 months ago

Virgin Access

Hi
I lost access to my virgin.net emails on 13 July and have tried everything to regain access including several phone calls to Virgin support. I believe tickets for tech support were raised but I have received no call backs. I also have great difficulty accessing my account.
I appear to have at least 3 VM02 login IDs one of which appears to have been created by the system with a new virgin.com email address which I have no access to. I can not verify logins with passwords but do so by alternative routes to gain access to my account. I also have an unverified email address on my account.
I normally access emails via Outlook but now my app password is not recognised. I am unable to obtain a new password as there is no link to do so in my Virgin account. Since 13 July I can not access emails via my Virgin account and my virgin.net email address is not recognised. I have a live Virgin account and have been a customer for several years. I did receive an email on 5th June 2025 advising my email account would be closed. I immediately contacted Virgin who confirmed my email account would not be closed.
Can anyone help me to resolve this please.

5 Replies

  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    5 months ago

    Hello Ponyexp,

    Welcome to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your online account at the moment. 

    I'd be happy to take a further look into this for you however I would need to confirm a few details via private message, please look out for my message and we can get started.
    Kind Regards,
    Steven_L

  • Ponyexp's avatar
    Ponyexp
    Joining in
    5 months ago

    Ticket was raised and telephone response today to advise that I should contact TalkTalk to restore my email facility which I have been advised is active there? I am unaware of any connection to TalkTalk. 

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      4 months ago

      Hi Ponyexp, 

      Thanks for coming back to us in the Community. We're sorry to hear you're unhappy with the result of the IT Ticket. This is something we'll need to go back into a private conversation so I've sent you a direct message. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

      Many thanks, 

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      4 months ago

      Hi Ponyexp, 

      Thanks for sticking with me via private message. 

      If you have any further issues, please pop back to us in the Community. 

      Take care,

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      4 months ago

      The reference to Talk Talk is from years ago, when AFAIK, Virgin email was over dial up and VM then transferred this business to Talk Talk.   However the email addresses are still with VM and have nothing to do with Talk Talk.  Telling you to go down this route is wrong.