Forum Discussion

JET1972's avatar
JET1972
Tuning in
5 months ago

VM Email locked

Hi, i've had a message saying I can't access my virgin.net email. I'm being told it has been locked, but i'm unable to unlock it. Had a similar issue about 2 years ago when it was down for deletion as an orphan account but managed to get it resolved (despite being told numerous times on various calls it had been deleted, which wasn't the case) so wondering if it was something similar. Can someone help with this?

  • Adduxi's avatar
    Adduxi
    Very Insightful Person

    Do you have an active VM account at the moment?  If not, your email should have been deleted 90 days after you terminated your contract.  If you still have an account, a VM Mod should pick this up in a couple of days or so, and discuss directly with you.

    • JET1972's avatar
      JET1972
      Tuning in

      Hi yes I have an account - I can log into it and it tells me my email is locked and gives instructions to reset it but they don't seem to work.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    If they got access for you once before, it would have been temporary to allow you to recover your data. They probably won't do that again. 

    • JET1972's avatar
      JET1972
      Tuning in

      Hi, it was almost 2 years ago they managed to sort the issue previously, so I don't think it was just a temporary fix.

  • Hi JET1972 

    If we have unlocked it for a non-active account, this is only as a one time thing and cannot be done again I'm afraid. 

    The email will need to be sent to IT for a deletion.

    I'll send you a PM now to assist further