Can not login to my email

[rich_rich30]

I can not login into one of my extra emails, the one linked to my virginmedia account works fine. I changed the password and it worked fine for a day, now it keeps telling me I have used the wrong password. I have tried it on different browsers, I have done a complete virus scan and still no use

[coenoby · Accepted solution]

@rich_rich30 

The fact you say "the one linked to my virginmedia account works fine" seems to imply that the one you cannot access is not linked to your VM account.

If that is the case, it may well be in the process of being deleted by VM as an "orphan" account (one that is not linked to a live broadband account). According the Terms and Conditions of VM's broadband contract VM should delete email accounts 90 days after the broadband account closes.

In reality it seems that has not always happened in a timely manner and such accounts often live on for years until VM finally catches up with them. Sadly when they do get round to deleting these accounts VM never seem to give any warning.  The fact that VM are no longer issuing new VM email accounts could well mean they are now keener to remove these old accounts from their system.

The Forum Team (VM employees who support this forum) should be able to check out what's going on with your account. One of the team will contact you via this thread in the next day or so,

Conenby

[Alex_RM]

Hi rich_rich30,

Thanks for posting and welcome to our community 🙂

I'm sorry to hear you've been having some issues with your email.

Can you confirm if this is a secondary email address you have with us?

Alex_Rm

[rich_rich30]

Yes it is, I have another one also, but that one works fine. Ever since I received the Roger fake email I have had trouble, it worked fine before

[Kain_W]

Thanks for the detailed response rich_rich30,

We’re aware that a small number of customers reported that they had received an unexpected email regarding a password change. We have investigated the issue and locked affected accounts. To unlock an account customers should now contact our customer care team on 0345 454 1111 to set up a new password. We apologise for any disruption this has caused.

Regards,