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JLC28667's avatar
JLC28667
Tuning in
2 years ago

What's going on with Virgin email? Please help!!

Hi

I have had the same virgin.net email address since 2001 and it has worked fine.  Except the last few months when I have had so many problems it makes me want to ditch everything virgin & O2 touch forever

First I had problems with using my virgin.net address with Mac mail. It locked me out until I reset the password to use  the address on a 3rd party app. Did that. Same thing happened a few months later. Reset again and a few weeks later it no longer works.

To make matters worse, whenever I had problems I could always access my email via the virginmedia website. Now even this won't works - it tells me the email and/or password are wrong, even though they are the same email and password I have been using since 2001

What's going on? Are virgin just technically inept?  Any advice welcome

JLC

 

13 Replies

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  • Sabrina_B's avatar
    Sabrina_B
    Icon for Forum Team rankForum Team
    2 years ago

    Hi JLC28667 👋.

    Thanks for reaching out to us and welcome to the Community Forums. Apologies for the issues that you are having with your email access, this is related to a number of email domains that are considered a legacy email and are facing security issues. In order to resolve this we have been asking the customer to use another email address that is not associated or part of Blueyonder, NTLWorld, Virgin/Virginmedia to be used as a more secure secondary piece of security validation and to generate a new password for the account. 

    Sabrina

    • JLC28667's avatar
      JLC28667
      Tuning in
      2 years ago

      Many thanks for your reply but I don't understand what you mean.  How can I use another email address "to be used as a more secure secondary piece of security validation and to generate a new password for the account" if I can't actually log on to my email.  Here is a screen shot of the message I get when I try to log in.  Like I say, I have been using the same email address and password for 20 years and it just suddenly stops working, with no warning

    • JLC28667's avatar
      JLC28667
      Tuning in
      2 years ago

      Many thanks for your reply but I don't understand what you mean.  How can I use another email address "to be used as a more secure secondary piece of security validation and to generate a new password for the account" if I can't actually log on to my email.  Here is a screen shot of the message I get when I try to log in.  Like I say, I have been using the same email address and password for 20 years and it just suddenly stops working, with no warning

      • Paul_DN's avatar
        Paul_DN
        Icon for Forum Team rankForum Team
        2 years ago

         

        Hi JLC28667,

        For resetting the password for mailbox, please carry out the following steps:
        1.Login to their MyVM Account
        2.Click the Account Settings tile
        3.Next, they need to select the Virgin Medial Mail Settings tile
        4.The next page will display a Red Button labelled ¿Generate new App Password¿
        5.The customer will then be presented with an automatically generated password.

        Regards

        Paul.

  • tuforoiff's avatar
    tuforoiff
    Joining in
    2 years ago

    Have exactly the same problem. Email blocked all of a sudden, chose a new email address (as instructed) and now not only can't get to email I can't login to the my virgin media account either. You can't get a sensible answer out of Virgin 

    • Molly_T's avatar
      Molly_T
      Icon for Forum Team rankForum Team
      2 years ago

      Hi Tuforoiff 👋 Welcome to the community! Thank you for joining this thread and posting. 

      Sorry to hear about these difficulties with your email access and getting My VM to work! It would be good to have a little more information about exactly what is happening when you try to access. - Are you getting an error message or code? If so, please let us know what this is! 

      You can find our help pages on managing your email here 👉 How to manage my email account | Virgin Media Help and how to manage your account (Your My VM account) here 👉 How to manage my account | Virgin Media Help . 

      It's worth noting, that we may request you provide a non blueyonder, NTLworld, or Virginmail account to set up as the login - to help with second factor authentication and generating passwords for 3rd party mail apps. 

      I will send you a PM to confirm a few details, and offer support ensuring you have everything set up correctly. (We can help send out a new verification email to an alternative address for My VM registration if needed too.)

      You can find the PM 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. 🌞

      • JLC28667's avatar
        JLC28667
        Tuning in
        2 years ago

        Hi Molly

        Just following up on your recent post on this thread.  When I try to sign in the message I get says "Your email or password was incorrect. Please try again or go back to change your email"

        I really don't understand the problem.  I'm still receiving emails to my phone and on 3rd party email app (Mac mail) and can still send emails, I just can't access the email via Virginmedia.

        I'm really worried about tinkering with it because I have used the email address for my son's school applications, so if anything goes wrong and I get locked out of it that would be catastrophic. Can you suggest any 'safe' fixes?

        Thanks

        John 

  • RayVM2001's avatar
    RayVM2001
    Joining in
    2 years ago

    Hi JLC,

    I'm having the same problem now with my Virgin email account. Did you resolve your issue? If so, how?

    Thanks for any advice!

    Ray

    • Ashleigh_C's avatar
      Ashleigh_C
      Icon for Forum Team rankForum Team
      2 years ago

      Hi there RayVM2001 

      Thank you so much for your post and we are so sorry to hear that you are also experiencing these issues as well. 

      I can see that you are currently in a PM with one of our agents who is looking into this for you, please do pop back to them here and they will do all they can to help.