Forum Discussion

MDM2's avatar
MDM2
Just browsing
14 days ago
Solved

Virgin.net no email access

Hello, I am also having major issues and frustrations with VM. I have spent many hours on chats and waited on phonecalls. I have followed all steps advised to me and seem to be making the issue more complicated than it was. My situation is that I have a virgin.net email that stopped syncing on 13 Jul. I have created 2 VM/O2 IDs - one of them using the virgin.net email. But.... when I try to 'Get New Password' it gives me this error message - '

Sorry, we couldn’t create a new email app password 

Please try again later.'   I have had several IT Tickets raised and complaints but really I am getting nowhere. Any advice PLEASE? 

  • Molly_T's avatar
    Molly_T
    23 hours ago

    Hi All 👋 I'm just returning to the public thread to keep things updated. Huge thanks to MDM2 for PMing with me, and for their continued patience throughout our attempts at getting this resolved. 

    I'm sorry to report that the email address has indeed been lost, and it is not possible to recover it. We raised a number of IT tickets over the period since the initial post, believing the access issues to be linked in with some of the recent VMO2 Identity changes. At one stage we were assured by IT that the mailbox had been correctly transferred over to the current account, with the VMO2 ID login. However upon further issues, and the case being escalated internally to another senior area of IT, the mailbox was identified as linked with a former disconnected account that was purged and so lost permanently (without possibility of recovery.)
    I appreciate this has been an incredibly poor experience, and have raised it internally as an example of an area we need to improve to better support customers. We have a formal record of the case in the form of a complaint, and upon some discussion we agreed on an alternative goodwill gesture as an offer of resolution - which has now been implemented. 

    I can only apologise that this happened, and thank MDM2 for their patience and graciousness towards me whilst I've done my best to offer support. I hope any interactions with us in future are a distinct improvement. 

    Wishing you all the best. 🌞

13 Replies

  • MDM2's avatar
    MDM2
    Just browsing
    13 days ago

    Can I ask please

     - when I click 'Get New Password' - it just comes back with an error 

    Sorry, we couldn’t create a new email app password 

    Please try again later.

    Thanks for any help. Been trying to resolve this with Virgin for 2 weeks and am not making any progress. It is also a virgin.net email.

    • Molly_T's avatar
      Molly_T
      Icon for Forum Team rankForum Team
      12 days ago

      Hi MDM2 👋 Welcome to the community forum! Thanks for posting. 

      Sorry to hear about these issues with your email access! We appreciate this must be frustrating. 

      We'd need to take a closer look at the account and IT tickets to offer any further insight and support. I will send you a PM to confirm a few account details so we can investigate. 

      Please keep an eye on your Inbox 📩 in the top right corner of the page, and we can then return to this public thread with another update when possible. Thanks for your patience in the meantime! 🌞

      • Sid_M's avatar
        Sid_M
        Just browsing
        11 days ago

        You people are gaslighting everyone.  I am in an identical situation.

        "Sorry, we couldn’t create a new email app password" for days and days.

        Test emails bounce back even though I am paying.  Just tell us all what is really happening..

    • Molly_T's avatar
      Molly_T
      Icon for Forum Team rankForum Team
      23 hours ago

      Hi All 👋 I'm just returning to the public thread to keep things updated. Huge thanks to MDM2 for PMing with me, and for their continued patience throughout our attempts at getting this resolved. 

      I'm sorry to report that the email address has indeed been lost, and it is not possible to recover it. We raised a number of IT tickets over the period since the initial post, believing the access issues to be linked in with some of the recent VMO2 Identity changes. At one stage we were assured by IT that the mailbox had been correctly transferred over to the current account, with the VMO2 ID login. However upon further issues, and the case being escalated internally to another senior area of IT, the mailbox was identified as linked with a former disconnected account that was purged and so lost permanently (without possibility of recovery.)
      I appreciate this has been an incredibly poor experience, and have raised it internally as an example of an area we need to improve to better support customers. We have a formal record of the case in the form of a complaint, and upon some discussion we agreed on an alternative goodwill gesture as an offer of resolution - which has now been implemented. 

      I can only apologise that this happened, and thank MDM2 for their patience and graciousness towards me whilst I've done my best to offer support. I hope any interactions with us in future are a distinct improvement. 

      Wishing you all the best. 🌞

      • MDM2's avatar
        MDM2
        Just browsing
        17 hours ago

        Thanks again to Molly for her patience shown throughout this. Molly provided outstanding clarity and perseverence. The outcome is not the best knowing that the email is gone forever. However, the not knowing was not easy to deal with either.

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    10 days ago

    One important point that does not seem to be in this thread.  Are you still a paying customer of VM and have you been using this email address without any breaks in being a paying customer?

    VM are actively deleting mailboxes from non paying customers, so that's one possibility.

    Also the older virign.net accounts have been known to get "orphaned" and will need VM intervention to get them linked back again.

  • MDM2's avatar
    MDM2
    Just browsing
    10 days ago

    Yes I am still a VM paying customer. How do you get that VM intervention? I am finding that to be very difficult. Thanks for the info.

     

    • Graham_A's avatar
      Graham_A
      Very Insightful Person
      10 days ago

      Yes I am still a VM paying customer. How do you get that VM intervention? I am finding that to be very difficult. Thanks for the info.

      MDM2​ To get VM intervention you need to respond to the private message that Molly_T​ sent you on 27-7-25.

      • MDM2's avatar
        MDM2
        Just browsing
        10 days ago

        Thanks. Yes I did reply to Molly on Sunday. I realise that you have a lot of people asking questions at the moment.

  • MDM2's avatar
    MDM2
    Just browsing
    9 days ago

    Thanks to Molly for spending time trying to sort this for me. It is much appreciated.

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      8 days ago

      Glad to hear Molly has helped you out.

      If you need anything in the near future please do let us know.

      Have a lovely rest of the day.