Forum Discussion

WokingRob's avatar
WokingRob
Joining in
2 years ago

Your Virgin Media Mail account is currently unavailable

I have had an ntlworld.com email account for many years and until Tuesday night was able to access it on each of my four platforms: using Windows Live Mail on a PC; using Windows Live Mail on an iMac; on an iPhone; and on an iPad - oh, and also by signing in to My Virgin Media/ Virgin Media Mail.  Since Wednesday morning I have been unable to access any of them.  The initial messages were that I needed to enter a password despite the fact that all had been operating successfully for years with the password that had been saved on each.  When accessing My Virgin Media, I received the message that "Your Virgin Media Mail account is currently unavailable" with a three step process to supposedly rectify the issue.  Step 1, changing my My Virgin Media password and the default account to a non Virgin Media (hotmail) account, was accomplished.  Step 2 was then to change my Virgin Media Mail password and I followed the steps (which have been posted elsewhere in this forum as a solution) - My Virgin Media/Account Settings/Account Details/Manage Your Virgin Media Mail - and repeatedly received the message "Oops, looks like something's gone wrong on our side.  Please try again." However, trying again only takes me around the circle again.  I've read the various similar posts on here but can't find anything that works.  It has been five days now with no access to my email and I have no idea what I could be missing.  Help would be very much appreciated.

  • LorryE's avatar
    LorryE
    2 years ago

    I’ve tried this once, but will have another go. Why isn’t this affecting my other VM email account?

    Edited to say: Hallelujah, it worked this time!  Thank you, John_GS

    • Joseph_B's avatar
      Joseph_B
      Forum Team (Retired)
      2 years ago

      Hey WokingRob,

      Welcome to the Community Forums and thanks for the post.

      Sorry to hear that you are having this issue, I would like to go about looking into this with you, for me to do so I will need to confirm some information from you in a quick private message.

      Joe

  • LorryE's avatar
    LorryE
    Tuning in
    2 years ago

    I’m having exactly the same issue with one of my virginmedia email addresses and have followed the same steps with the same results. Trying to get help from a real person is impossible and I am now looking at other providers to change to. Virgin Media customer service is the worst I’ve ever come across from any company.😡

  • emorris027's avatar
    emorris027
    Joining in
    2 years ago

    I am having the same issue. How can I speak to a person to get this resolved?

  • Cheesehead's avatar
    Cheesehead
    Tuning in
    2 years ago

    Same issue here too. I've been locked out of one of my accounts since Friday, despite following all the new instructions. HelllllPPPP!!

    • Zach_R's avatar
      Zach_R
      Forum Team
      2 years ago

      Hi Cheesehead,

      Thank you for your post and welcome to our community forums. We're here to help.

      I'm very sorry to hear of your Virgin Media Mail issues. I can see from the other thread that you've posted about this that one of my colleague has reached out and offered further assistance with this via private message. We'll continue to assist you with this from there going forward.

      Thanks,
       

      • LorryE's avatar
        LorryE
        Tuning in
        2 years ago

        Lucky Cheesehead, why aren’t I and emorris207 being helped?

  • Cheesehead's avatar
    Cheesehead
    Tuning in
    2 years ago

    Don't worry. I'm not being helped either. Just got an email asking to confirm a load of details and that was it.

    • LorryE's avatar
      LorryE
      Tuning in
      2 years ago

      I didn’t have a problem with you being helped and was hoping they’d come up with a solution, but I should have known better. What a shambles! 

  • RHogg's avatar
    RHogg
    Tuning in
    2 years ago

    Don't worry, likely all the same as the boat I am in.  30 days and the account will be deleted because my virgin.net email is legacy.  No warning.  Enjoy.

  • sacko123's avatar
    sacko123
    On our wavelength
    2 years ago

    I've just lost access yet again! 

    Last time it happened I managed to fix it by using a method suggested on here to change password.

    Once I fixed it, I set the option to forward all emails to my gmail account - at least I can still see all my emails whilst trying to fix it this time.

  • Jarvis111's avatar
    Jarvis111
    Joining in
    2 years ago

    wth is up with Virgin emails. Loads perfectly on my mobile but my PC and tablet both display the account not available message and to sign in and change the password but this takes me back to the account not available message - what a shambles

  • Mike_n's avatar
    Mike_n
    Joining in
    2 years ago

    Adding my 2 penneth

    Also unable to access emails via PC browser, however can access via phone n ipad. When trying to solution mentioned in previous threads I get a request to provide an email address that isnt a VM one so a verification mail and code can be sent to the other email address, that doesent seem right to me, but is it what you others have had to do?

    • sacko123's avatar
      sacko123
      On our wavelength
      2 years ago

      Yep!

      While you're at it, I suggest changing your VM settings (when you get it working again) so that all emails are forwarded to the new email address

      • Kath_P's avatar
        Kath_P
        Forum Team
        2 years ago

        Hi all, 

        We're sorry to hear you were having an issue accessing your email on Tuesday evening. 

        There was a slight blip which was resolved shortly after. I'm hoping this means things are resolved for you now. 

        If not, and you're still having issues, pop back and let us know so we can take a closer look at things for you. 

        Apologies once again,

  • brackensroad's avatar
    brackensroad
    Dialled in
    2 years ago

    Having the same problem - again! Having had it last week! 

    But having waded through the phone tree, I was told that lots of customers are having this problem today. So, at least I know it's not personal... Just a system-wide shambles. Again.

    Side-note: last week I was told by the agent to set up + supply a second, non-VM email address. Then, I finally got back into my emails after a lengthy phone call, that phone-call required because the three-step "Follow these steps unlock your Virgin Media Mail account" are INCOMPREHENSIBLE.

    Today, with the same problem, called again. Had to supply a THIRD, non-VM email account! I asked the agent: "So every time VM #fail and lock me out of my inbox and I have to phone up, I have to set up ANOTHER non-VM email address?"

    The answer: er, yes. But VM, apparently, are working to stop that being the case.

    **What on earth is going on with this so-called service?**   

    • Bradparker's avatar
      Bradparker
      Joining in
      2 years ago

      I'm having the same issue. At least you got through to someone, I gave up. Virgin really is a shocking service, they surely must be losing a lot of customers over these repeated f ups.

      • brackensroad's avatar
        brackensroad
        Dialled in
        2 years ago

        Yup, 100%.

        FWIW, the agent told me that this system-wide email failure would be fixed by later today – obviously, it hasn't been so far – or tomorrow. 

        Yeah, let's see.