Forum Discussion

riordas1's avatar
riordas1
Tuning in
10 months ago
Solved

Virgin Net email issue 'Oops something has gone wrong'

Hi all,

Here's hoping someone can help.

I have had a 'Virgin.net' email address for probably 25 years. On Monday 17th, it suddenly stopped working.

Reading the Virgin Media webpages, they appear to have changed the security surrounding email access. There is a page describing how you now need a different email address to access:

https://www.virginmedia.com/help/virgin-media-mail-unavailable

So I tried to follow all that, but I seem now to be stuck in a loop. Whenever I try the 'forget password' option for either the Virgin.net email address, or the new one, I just get a 'pop up' that states ' Oops something has gone wrong' 

I called on Friday 21st (yes I wish I had had time to call sooner  😞). They have raised a call with their IT, and have quoted me a 5 day SLA. (I called again on Saturday and today too (June 24th), I feel I am being 'fobbed off'.

It's incredibly frustrating as they keep asking my wife to go through 'security' as the TV /Broadband is in her name. My email predates our YV/Broadband contract with Virgin media..

The whole process is painful, and now the latest comment was some guff about that the Virgin.net emails were taken over by Talk Talk, how does that help?

If I had a relationship with TalkTalk, I'd call them, but I don't!!! Like everyone, I have important 'stuff' I need in my emails to to with work & holidays that I really need to access...

Any suggestions welcome please?

And yes I will cease to use 'Virgin.net' once I can get back into that darn thing!!!!!! 😁

 

AAAAAAARGH!!!!!!

 

 

 

 

 

  • goslow's avatar
    goslow
    10 months ago

    We might be talking at crossed purposes a bit here possibly.

    You (or possibly your wife if she is the account holder) need to log into 'My Virgin Media' using the primary account details (this is the one where you can see copies of your bills, see your contract/package info, usage charges etc.)

    Once you have done that try going through

    account settings>account details> bottom of page under my other VM accounts

    and see if the errant virgin.net email account name is listed there.

    I don't have access to MVM or VM email myself any more so have lifted the above from a past topic.

    If that's no use wait for a VM forum team reply, usually within a few days.

    (If your virgin.net account predates your VM contract, I am wondering if it is not associated with your VM account and may have been deleted. That said there have been a lot of login/functionality problems on here recently so there could be other explanations too).

14 Replies

Sort By
  • goslow's avatar
    goslow
    Alessandro Volta
    10 months ago

    If you log into the primary 'My Virgin Media' for your VM account, do you see the inaccessible virgin.net email listed as one of the secondary/subsidiary email accounts? i.e. is it associated with your VM package?

  • riordas1's avatar
    riordas1
    Tuning in
    10 months ago

    Hi no I don't see that I get two options:

    Sign in to My Virgin Media

    or

    No Account Sign up

    If I try to then sign in using the Virgin.net email - my password does not work, so I try 'forgot password, and I just get 'oops something has gone wrong.'

    I have tried both my Virgin.net email and the new one I have set up - each without success

     

    • goslow's avatar
      goslow
      Alessandro Volta
      10 months ago

      We might be talking at crossed purposes a bit here possibly.

      You (or possibly your wife if she is the account holder) need to log into 'My Virgin Media' using the primary account details (this is the one where you can see copies of your bills, see your contract/package info, usage charges etc.)

      Once you have done that try going through

      account settings>account details> bottom of page under my other VM accounts

      and see if the errant virgin.net email account name is listed there.

      I don't have access to MVM or VM email myself any more so have lifted the above from a past topic.

      If that's no use wait for a VM forum team reply, usually within a few days.

      (If your virgin.net account predates your VM contract, I am wondering if it is not associated with your VM account and may have been deleted. That said there have been a lot of login/functionality problems on here recently so there could be other explanations too).

      • riordas1's avatar
        riordas1
        Tuning in
        10 months ago

        Re:

        (If your virgin.net account predates your VM contract, I am wondering if it is not associated with your VM account and may have been deleted. That said there have been a lot of login/functionality problems on here recently so there could be other explanations too).

        Yes that is it absolutely, my email predates the contract my wife has with VM, and in reality it predates my relationship with my wife too ! lol  😭.  They have changed their email process - and I have clearly 'botched' the sign in... that said, am still mystified as why their IT can't explain the 'oops something has gone wrong ' message, rather than focussing on security...

        Am discussing with them on Twitter too.. oh joy 

        Thanks for your hep so far...

  • riordas1's avatar
    riordas1
    Tuning in
    10 months ago

    Just to follow up on this, VM have called me today. I think the problem is it and I am not associated with the Virgin Media account we have at this house. It has alway been in my wife's name as Primary account holder. VM don't seem to be able to add the email address that I can't access to the household account, unless I go through some security. But if I set this mail up decades ago, I am going to struggle to remember any passwords or similar I had on the account...

    So hence stuck

    Thanks

  • goslow's avatar
    goslow
    Alessandro Volta
    10 months ago

    That's what I was thinking above.

    I can't remember the process (if there is one) to reassociate an email address to an account. Others on here might know (or if it can be done at all)

    Wait here for a VM forum team reply. You should get more sensible/useful help via that route than on the phone.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    10 months ago

    I can understand your annoyance, but I'm afraid you have no legal position at all.

    Firstly the terms and conditions you accepted when you started the email contract made it clear that it would be discontinued when it was not connected to a VM broadband account. 

    Secondly VM's conditions say that they don't keep email backups and this is the responsibility of the user. 

    In short, the email account is a means of exchanging messages. It is not intended as a permanent filing system. 

    You've actually done far better from VM than they ever offered you, but it has come to an end.  As I said, this is not a happy situation but that is it. 

  • riordas1's avatar
    riordas1
    Tuning in
    10 months ago

    Morning, thanks for the reply.

    I am sure you are probably correct. I think the original email was set up in a 'pre broadband' era in the 90s. I have a memory of have a second phone line put in by BT for the internet . (No one needs to do that now 😀 ). Who knows what T's & C's I signed up to back then...

    They are telling me to wait until tomorrow, and then I'll get an update. I am not convinced, but we'll see.

    I get the solution appears to be moving this old email to an existing VM account (My wife's and our household Broadband/TV contract.) But what makes me angry is if a) VM are delating old accounts - they should be notifying poor sods like me & b) its the website that is erroring for 'Oops something has gone wrong' surely that is fixable, even if someone like me may well have made a mistake when trying to set up the new security...

    Its a real shame as my perception and interest in being a VM customer has now been tarnished and its been great up until now

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

      Hi riordas1 

      We do hope the team were able to get this fully resolved for you. Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :). 

  • riordas1's avatar
    riordas1
    Tuning in
    10 months ago

    So this was fixed from Friday 28th, so 10 days without access…

    A full 7 days from when I raised the call, too slow -so will be pursuing a complaint 

    • nsim's avatar
      nsim
      Joining in
      9 months ago

      Hi,

       I have the same issue since end of June. No fix yet. Could you let me know what was done to fix yours please. I’m desperate for access to my account again.

      Regards