Forum Discussion

philwad's avatar
philwad
Tuning in
6 months ago
Solved

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 ...
  • 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