Forum Discussion

MDM2's avatar
MDM2
Settling in
7 days ago

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? 

10 Replies

  • MDM2's avatar
    MDM2
    Settling in
    6 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
      5 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
        Settling in
        3 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..

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 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
    Settling in
    2 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
      2 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
        Settling in
        2 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
    Settling in
    24 hours ago

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