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JuraGirl
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Can’t log on to email, ‘details not recognised’

Hello,

i haven’t been able to access my email since this morning. I’ve had this problem a few times this year and each time the account has needed unblocking by someone at Virgin. I usually use iPad and outlook, but have also tried logging on in the Virgin mail area on the main website. It says my details are not recognised. Can someone look into this please?

Many thanks

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Graham_A
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Re: Can’t log on to email, ‘details not recognised’

The VM Forum Team will respond, however current demand levels means it may be a week or more before they reach this thread.  

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I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media, I'm a VM customer. There are no guarantees that my advice will work. Learn more

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JuraGirl
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Re: Can’t log on to email, ‘details not recognised’

Thank you for the warning Graham. Glad I didn’t wait any longer before raising this!

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JuraGirl
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Re: Can’t log on to email, ‘details not recognised’

Just giving this a hopeful bump as it’s been more than a week now. I can see that more recent messages have already been picked up by Virgin.

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Graham_A
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Re: Can’t log on to email, ‘details not recognised’

@JuraGirl   I did say they are very busy but have now escalated this for you.

Can you confirm that you are still a Virgin Media broadband customer and that the email address concerned is showing under the account in the My Profile or manage accounts sections when logged in to your My Virgin Media account with your primary username and password.

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JuraGirl
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Re: Can’t log on to email, ‘details not recognised’

Hi @Graham_A thanks for your response, I appreciate that they are busy.

Yes the account is linked to a current subscription to Virgin Media broadband (this was sorted out earlier this year). Unfortunately I can’t answer your other questions at the moment because I can’t log in to Virgin Media (apparently some sort of update is in progress). But this was the case last time I checked a few months ago. I will try to log on later/tomorrow and update then.


@Graham_A wrote:

@JuraGirl   I did say they are very busy but have now escalated this for you.

Can you confirm that you are still a Virgin Media broadband customer and that the email address concerned is showing under the account in the My Profile or manage accounts sections when logged in to your My Virgin Media account with your primary username and password.


 

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Emma_C
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Re: Can’t log on to email, ‘details not recognised’

Hi JuraGirl, 

Really sorry you're having some issues with the email service, this isn't good. 
 

We can certainly help from here and take a closer look, I'll just need to pop you a personal message first and grab some details. 

I'll do this now and I look forward to hearing back from you soon. 

Thanks 

Emma_C - Forum Team
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JuraGirl
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Re: Can’t log on to email, ‘details not recognised’

Hi @Emma_C

Thank you but I don’t seem to have received a PM - just checking it hasn’t got lost!

(sorry I don’t seem to be able to tag you)

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Emma_C
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Re: Can’t log on to email, ‘details not recognised’

My bad! I'll send it now and it will be with you in a few moments 🙂 

Emma_C - Forum Team
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