Hello – I've been locked out of my account four times in four days.
Supremely aggravating, not least because the process of "unlocking" is so convoluted.
Why does this keep happening?
I have had this issue several times historically, and am aware there was a "known issue" in the system earlier this year with this locking out of customers.
I remember replying to you on one of your forum threads a while ago and I have just taken a look at your posting history. You seem to have been having regular problems accessing your VM email account since August 2021!!
I don't like to say this, but you really should consider switching over to using your non VM (third party) email account and leaving your VM email account to rest/rust in peace. (I assume you must have a non VM account because you mention the "convoluted" recovery process and a 3rd party email account is a fundamental part of that.)
I have been a VM customer for many years but I have never used VM email as my main email account.
You may be aware that VM stopped issuing new VM email accounts 2 1/2 years ago and they are currently engaged in closing down all VM email accounts that are no longer attached to a current VM broadband account. That's causing a lot of problems for ex VM customers as well as current VM customers who are still using VM email accounts that were originally set up as part of an old, now closed, VM account.
VM do still support VM email accounts that are linked to live VM BB accounts but clearly they don't see the provision of an email service as being a part of their future business offering.
I know the VM support staff do their best to support the current VM email system but they can only work with what they have got.
Sorry I cannot offer you any constructive advice that will end the problems you are getting with your VM email account. - other than to stop using it. Sadly "it is what it is" I'm afraid. 😞
Coenoby
Many thanks @coenoby, appreciate you taking the time to look at my troubled history with VM email.
Yes, for sure, using the "service" is a constant trial and challenge, and serially frustrating. And I have repeatedly considered leaving it. Maybe now is the time to do that.
IMHO, you should be moving your email elsewhere, to any NON ISP supplied service. I moved mine some time ago, and never looked back. Yes, it was a complete pain initially to change over, but it did also give an opportunity to "spring clean and purge", so not all bad. VM have stopped giving email addresses to new customers over 2 years ago, and are actively removing email accounts from non customers, so you can draw your own conclusions on this regarding email.
Forum TeamHi brackensroad
Welcome back to the community forums
Sorry to hear that you're having issues with your email being locked.
The email service is for standard use only, so if you're using the mail account for any business or mass email sending, this could be marked as sending spam. Also, any suspicious activity would lock the mailbox automatically.
We recommend changing the password to one NEVER used before and waiting at least 30 minutes after changing the password to access the email again, it's very important to wait this time as it could cause the mail box to lock again if accessed within this time.
Keep us posted if you've any further issues at all after trying this and we can support further if you need.
Thank you Carley. I am not using my email for business or mass email sending.
But you mention spam: I have recently been on the *receiving* end of a particularly high number of spam emails from an assortment of random accounts, telling me I've won something from the AA, or Sainsbury's, or another supermarket, or that my virus protection has run out, or that Virgin are about to close my account.
Also, breaking news: I have just been locked out for a fifth time.
So, if I'm not using my email for business or mass email sending, why am I being locked out pretty much daily right now?
In terms of your advice: I do use brand new PWs every time. But your advice to wait 30 minutes after changing the PW is new advice, and not advice contained in the convoluted process for unlocking my inbox. I will try that now and see if it makes a difference.
Many thanks.
Hello Carley – I have yet again been locked out of my account.
WHY?
As I have already explained, I am not using my email for "business or mass email sending". So I would appreciate an explanation as to why this keeps happening.
Forum TeamSorry to hear this, let me send you a DM and we can check this out.
I have been locked out of my account just now. I only use it for non-important emails but do get a lot of spam saying I've won tupperware or car care kits etc. I've found the replies here interesting as I didn't know VM had stopped new email addresses and were slowly closing them down. Anyway, I have been asked to change my password (which is fine) but it is asking me to change my email address to a non-VM address. Is this correct? I'm asking as there have been a lot of posts I've seen about scammers trying to hack various accounts. Just want to make sure it's correct.
pinkywoo wrote:I have been asked to change my password (which is fine) but it is asking me to change my email address to a non-VM address. Is this correct?
What VM is actually saying is that you need to specify a non VM email account. That non VM address will then become:
Your VM email address and webmail account will remain unchanged..
Coenoby
Edited just to confirm, all the above assumes that the screen you are seeing is this one:
Coenoby - Thank you for explaining. Although I've used alternative email addresses for verification purposes elsewhere, I've never had it on this email account, which I've had for many years, so was wary of changing the address.
Coenoby - yes that's what I saw. I've changed the email address now and all looks fine. Thank you.
Adduxi - I did change my email account some time ago as I was thinking of leaving Virgin but I kept it for emails that I wouldn't really miss, although a couple of people still use it to send me emails. I'm going to let them know then I can forget about the Virgin one. Thank you.
