Can't login to email or my account through the browser

[HubbardJ]

Up until a few weeks ago I could login to my Virgin web mail. Then it all stopped!!! When I try to login I now get a page that says 'Sorry, We have a problem'. Well this problem has now gone on for over a week so I think it is ongoing. I note that there was a thread on this topic in 2019 but it went cold and doesn't look as if it solved. I also get the same message when I try and login to my account. The system doesn't get as far as asking for login details.

Virgin have changed something, but what?

Unfortunately Virgin goes from bad to worse.

[Corey_C]

Thanks for your post and welcome to the Community Forums, HubbardJ,

Sorry to ear that you have been having mailbox issues. Can you confirm if you have an existing account with us? As stand alone mailboxes are no longer supported on our platform and we have been removing them since 2016. 

Cheers,

Corey C

[HubbardJ]

I have had a mailbox with NTL then Virgin for quite a few years. I was able to access the mail box using the Edge browser up to a couple of weeks ago.

[Graham_A]

@HubbardJ 

Corey is asking if you have a current Virgin Media cable broadband account.

[HubbardJ]

Yes I have a current Virgin account.

[Graham_A]

Thanks for confirming that.  I'm sure that @Corey_C  will get back to you as soon as they can.

[Paulina_Z]

Hi @HubbardJ,

Thank you for coming back to us and for providing us with the confirmation that you're still a customer with us!

I'm sorry to hear that you are unable to access your online account and email services through the browser. Can you tell us if you're able to have access to both services via our MyVirginMedia App?

If not, have you tried to reset your username or password via our website? You can take a look how to complete this here.

Please keep us updated on your issue, so we can help further.

Thank you! 

[HubbardJ]

Thanks,

Not around for a few days so will try later and get back to you.

[Serena_C]

Thanks @HubbardJ

Please do keep us posted on how the passwrd reset works for you, if you are still having trouble login in after this let us know.

Kind regards,

Serena

[HubbardJ · Accepted solution]

I have reset the cache in the browser (Edge) and that appears to have done the trick. I am not sure what caused the problem with the Virgin site but fingers crossed that it doesn't come back.

Thanks for all the help.