Can't access email

[darthlinux]

I tried to log in to my email which the email address has been the same for the last 10 years but it says the password is incorrect, when I rang support they said this is not my email address I explained this has been my email address for the last 10 years and they wouldn't believe me, can someone please have a look the email address is [MOD EDIT: Personal details]

[coenoby]

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@darthlinux wrote:

I tried to log in to my email which the email address has been the same for the last 10 years .......when I rang support they said this is not my email address

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While you are waiting for a reply from Virgin Media staff I can offer one explanation for this confusing situation.

It's worth pointing out that VM email accounts are not stand alone email accounts, such as Yahoo email accounts for example. Every VM email account belongs to a VM Broadband account and the broadband account is controlled by the account holder.

Is it possible that your email address was created as a secondary email address under a VM broadband that was in the name of someone-else? Possibly you have now moved on but continued using that email address.

Just to give one scenario of how this can happen:

A family have a VM broadband account for their home. One member of the family is the main account holder which means he or she has a primary VM email account.  They then use that email address to open secondary email accounts for their partner and their teenager. 

After a few years the grown up teenager moves away but continues to use that VM email account.

There's no real issue with that other than the fact that the secondary email account is still part of their parent's VM broadband account.

That means that if the son or daughter asks VM to reset "their" email password, VM have a legal responsibility to refuse because they are not allowed to make any changes to the account unless they requested by the Broadband account holder.

There are other alternative sceneries that can give rise to this situation. Those that immediately come to mind are::

• relationship breakups
• house shares where everyone in the house pays their share of the VM bill but in reality only one of them is the VM account holder

Could that be the situation with your email account?  If so, the answer is you need to talk to the original Broadband account holder.

Coenoby

[darthlinux]

I am the VM account holder, as I set up the account in my name as I used to work for VM, nothing has changed it has always been my name on the account for the last 10 years

[coenoby]

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@darthlinux wrote:

I am the VM account holder, as I set up the account in my name as I used to work for VM, nothing has changed it has always been my name on the account for the last 10 years

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Thanks for coming back with that.

If the VM Broadband account is still live then clearly something very odd is going on .

One of the Forum Team (VM staff who support this forum) can check this out for you. For confidentially reasons they will need to do that via the Forum's Private Message facility but in the first instance one of the team will contact you via this thread.

One piece of information that would be useful for them to know up front is whether that email address is still showing on your main My Virgin Media account (the one where you view your latest VM bill and package details).
You can sign in from here https://mail2.virginmedia.com/  . If the problem email account is not the primary account address then go to "Account settings" then "Account details" and see if it is listed under "Manage other Virgin Media accounts".

I'll keep an eye on this thread and escalate it to the team if they don't reply to you today.

Coenoby

[Zach_R]

Hi @darthlinux,

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

I am so sorry to hear you're having some trouble accessing an email account. I'm going to send you a private message in a few moments so we can take some details. Please respond to this when you can and we'll go from there.

Thanks,