Forum Discussion

philwad's avatar
philwad
Tuning in
6 months ago

VM email locked out

I have been locked out of my @virginmedia email account since 1st August and am going round in circles trying to get it back. The various instructions online seem simple enough but I always get to a dead end where I am told to check the email sent to confirm my change but no email arrives. Please can anyone point me in the direction of some instructions that will work?

  • Graham_A's avatar
    Graham_A
    6 months ago

    philwad The first question relates to your current VM broadband account status.  Are you still a VM broadband customer and is the email address concerned attached to the account?

    When you follow the instructions to change the username to a third party email address are you selecting a third party email address that you already have set up and have access to?  Have you checked the spam folders to see if the verification email has been sent there?

  • Graham_A's avatar
    Graham_A
    Very Insightful Person
    6 months ago

    philwad The first question relates to your current VM broadband account status.  Are you still a VM broadband customer and is the email address concerned attached to the account?

    When you follow the instructions to change the username to a third party email address are you selecting a third party email address that you already have set up and have access to?  Have you checked the spam folders to see if the verification email has been sent there?

    • philwad's avatar
      philwad
      Tuning in
      6 months ago

      Thank you so much for your reply.

      Yes. I am a broadband customer and the email address is attached to the account.

      I made a step forward last night and managed to change my VM account log in to a 3rd party email and also the associated password. Also, I can now get to the email password change screen but it wants to change my primary email account which works fine, not the secondary one which is the one locked out. I am reluctant to touch that because if it didn't work I would lose access to both my VM email accounts.

      • Graham_A's avatar
        Graham_A
        Very Insightful Person
        6 months ago

        Each email address now has its own My VM account
        Secondary accounts changes now have to be made via the My Virgin Media account for the secondary email.
        First sign out of the primary account then
        Sign into the account here: https://www.virginmedia.com/my-virgin-media using the email address concerned and the current password. Once logged in click on Account Settings then Account details. You should now see the options to change password etc.

        If that isn't available try https://www.virginmedia.com/my-virgin-media/forgotten-details/password

        If no security answers have been set for the email address concerned then you will need to call in for support and select technical issues> email

  • philwad's avatar
    philwad
    Tuning in
    6 months ago

    Thanks again for your response. I have tried changing the secondary account password through both routes but get a message that it is incorrect when I try to log in. Now I have no idea what password I should be using for what. Think I'll take a break - it shouldn't be this hard when I'm paying over a hundred quid for the service 😞 

    • Tom_W1's avatar
      Tom_W1
      Forum Team
      6 months ago

      Hi philwad thanks for your post although we're sorry to hear of your concerns raised here.

      Have you had this problem resolved since yesterday? Please let us know at what stage you still are stuck but we would advise retracing the steps above.

      Many thanks

  • philwad's avatar
    philwad
    Tuning in
    5 months ago

    I left this a couple of days before trying again, and now cannot even sign in to my MyVirginMedia account.

    No longer sure what steps I have already taken, but thought I had succeeded in logging in with a new third party email account as I received an email there after I reset my account password. But today that log in doesn't work, nor does my original account log in which I've used for decades.

    Here is where I'm at:

    Cannot log in to my MyVirginMedia account and don't know which email address or password to use.

    Cannot access what used to be my secondary email account (@virginmedia.com) from Outlook or anywhere else (since 1st August).

    The only thing that works is what used to be my primary email account (@ntlworld.com) which I can still access with Outlook.

    Please can the Forum Team suggest a way forward which doesn't involve calling in?

    Many thanks.

  • philwad's avatar
    philwad
    Tuning in
    5 months ago

    Just to add - my phone is still logged into my MyVirginMedia account and I can see that the third party email is registered, but it doesn't appear as an option when I try to sign in on my desktop. If I change the sign in email and password to the new third party address I get a 'failed' response.

    • Molly_T's avatar
      Molly_T
      Forum Team
      5 months ago

      Hi Philwad 👋 

      Thanks for getting back to us with an update! Sorry to hear you are still experiencing some access issues with your email, and also My VM. At this stage we will need to head into a PM to confirm a few account details a and take a closer look at how everything is set up for you. 

      Just ahead of doing this, it's worth mentioning that to access email via any 3rd party clientmail service (Such as outlook, Gmail, Applemail etc) you need My VM access to generate a secure app password. You can find full instructions on how to do this here 👉 https://www.virginmedia.com/help/broadband/manage-email-account in the section titled 'Setting your app password to use an Email app'

      I will send you a PM now,  find it in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

      Wishing you all the best. 🌞
       

      • Molly_T's avatar
        Molly_T
        Forum Team
        5 months ago

        Hi All 👋 Just returning to this public thread to keep things updated. 

        Thanks to Philwad for PMing with me 📩 I was able to confirm a few details needed to offer additional insight and support. 

        After resetting the passwords, and generating a new 3rd party client mail app password via the process outlined here 👉 https://www.virginmedia.com/help/broadband/manage-email-account  the issues have now been resolved, and the mailbox is now accessible. 

        Glad to see it sorted! Wishing you all the best. 🌞

  • Leon07's avatar
    Leon07
    Joining in
    3 months ago

    Not sure what is going on with my virgin email.  I have been a customer for 15 years (the full package - a lot of money each month).  While abroad (3 weeks ago) my main virgin media.com email suddenly came up with 'credentials could not be verified' insert password etc.  Never had to do this before as the remember password option (on Windows, Android, Apple - Ipad) is always enabled. I input the password, which (surprise, surprise) now no longer worked?  Very, very inconvenient as I was abroad and unable to obtain urgent mails. Back in the UK, I logged into my main virginmedia account (using my 3rd party gmail.com - its always worked fine) no problems logging in but found that could not access webmail for any of my email accounts (my 2 other virginmedia.com accounts and my gmail account) - none were visible and there were no options to manage the email accounts details. Clicked on the email section and received the 'You have been locked out - security reasons or no longer have an account reasons.'  This is complete rubbish - there are no security issues, have had this virgin email address for years, along with my virgin broadband and phone account.  I went through all this with someone on the phone - including changing the 3rd party email password. They did some background work and called me back and asked me to try again.   Logged back into my main virgin account (using the 3rd party login) again, no problems logging in but still no emails visible and no options to manage individual email addresses.  Clicking on the mail section, just brought up the same old 'You have been locked out - security or no longer have an account reasons' - again.  So no access to any emails via the web and no access to the specific virginmedia email address I have used for years - yet, strangely, my 2 other (lesser used) virginmedia email addresses are still working fine. However, I need access to my primary virginmedia email address on the platforms that I use (Android, Windows, Apple) my other virginmedia email addresses are all working fine on these platforms.  I also need the web access for all of my email accounts (which I had until 3 weeks ago).  No one seems to know what has happened or to have a solution to this balls up.  Anyone any ideas at all? 

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team
      3 months ago

      Hey Leon07, thank you for reaching out and a warm welcome to the community, I am so  sorry to hear your email has been locked.

      Let me send you a DM.