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Bigozuk
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Can’t access emails or log into virgin site

Since early this morning I’ve not been able to access emails. I’ve now tried logging in to the virgin site and it says I’m entering wrong password or username. But I know for sure I’m entering the correct info. I’m getting no mail on any of my devices.

search has not flagged this as an ongoing issue...so any ideas?

ive tried password reset, but it’s saying my security questions are being answered incorrectly.

im really concerned someone has accessed my account and changed details.

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MissPasko
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Re: Can’t access emails or log into virgin site

Are you a virgin broadband customer?

If so, try using all capitals when answering the security question, that sometimes works.  After that you may need to ring in to prove your ownership of the VM account and they can reset your password.  Then follow the advice here, just to be safe:

https://www.virginmedia.com/help/virgin-media-mail-my-email-has-been-hacked


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Bigozuk
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Re: Can’t access emails or log into virgin site

Thanks for the suggestion. I tried capital letters, but it didn’t work. i still can’t get access. Looks like I’ll need to call virgin, but I’m in Spain at the moment so will need to wait a week until I’m home. 

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MissPasko
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Re: Can’t access emails or log into virgin site

Keep an eye out here - the Forum Team might be able to help (I'm not sure if they can reset passwords, though).  And you'd need to provide enough proof that you are the account holder.  They will reach this thread in a few hours/days and let you know what they can do.  They can then take your personal details by private message.

I hope you get this sorted soon.


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Forum Team
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Re: Can’t access emails or log into virgin site

Hi Bigozuk,

 

Thanks for posting and welcome to the community 🙂

 

I am sorry to hear you're having issues with the email. 

 

I'll drop you a quick PM to get some details and hopefully we'll be able to sort this out.

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"