Cannot access Virgin email through Outlook

[meltdownmum]

I use Outlook for email through my laptop but on Friday pm I started to get error messages ‘Outlook cannot synchronise subscribed servers … cannot connect to server’. I checked Virgin Media online and was unable to access my account there as well. I changed my password as advised and was eventually able to view my emails through the laptop.

This morning (Saturday) I’m still unable to use email with Outlook on my laptop, with the same error messages. I’m not sure if it’s a Virgin Media problem or Outlook (I suspect it was both to begin with, as I couldn’t access my account on the web either). I can’t find Live Chat on Virgin’s contact pages, nor a phone number to speak to a person, which I think I probably need.

Can anyone here advise how I can fix this myself or how to make contact with someone at Virgin who can help me? Please note, I lack the techie gene so responses in lay person language would be much appreciated. Thank you.

[meltdownmum]

Update:

Just found an email received overnight from VM to say: 

"You have received this email as one or more of your Virgin Media mailboxes has recently been locked due to suspicious activity being detected." and advising that I virus scan and change passwords.

I'll get on that and if it's not resolved I'll come back.

Thanks

[meltdownmum]

I'm a long term Virgin Media customer and I use Outlook to manage email on my laptop. Yesterday the account stopped syncing so I am now unable to access email on that device.

Overnight I’ve received an email from Virgin to say “You have received this email as one or more of your Virgin Media mailboxes has recently been locked due to suspicious activity being detected.” I understand this is a common issue for VM users. As advised in the email, I’ve run a full virus scan with Windows Security which found no issues, and have tried to change my email account password on VM without success. Despite entering the correct information it’s not being accepted and I can’t find a way to speak to someone at VM to help - attempts to ‘talk things through with one of our helpful team over the phone’ only takes me to the 150 number which has no email support option. How can I resolve this please? Is it possible to speak to a human being at Virgin? And where has Live Chat gone?

[meltdownmum]

I've now taken this issue over to Security Matters as I've attempted to follow advice in the Malware email but VM won't let me change my password and I can't find a way to speak to a human being. If anyone here has any suggestions I'd be glad to hear them, otherwise I'll focus on the post in Security Matters.

Thanks.

[Robert_P]

Hello meltdownmum

We're sorry to hear of the email access issues and problems getting this resolved. We can see you have spoken to the team since posting and that they have advised the issue is now resolves? Can you confirm if this is the case and you now have access to the email again?

Thanks

Rob

[Robert_P]

Hello meltdownmum

We're sorry to hear of the email access issues and problems getting this resolved. We can see you have raised this an different thread to which we have responded. To ensure all of the information is kept in one thread we will pass this to be closed.

Thanks

Rob

[meltdownmum]

Hi Rob. 

Yes thank you - the issue was resolved once I'd spoken with Microsoft Support to reconnect Outlook to my VM account. Fully intended to update this query but haven't had time since getting it sorted. Thanks for your reply.

K

[Robert_P]

Not a problem meltdownmum, we're just happy to hear this has now been resolved. if you need any assistance in the future, please don't hesitate to get in touch.

Rob