Cannot get my virgin.net emails onto my new Samsung A52 phone

[elainephillips]

It says either my username or passwords are incorrect.  I cannot see how I can update them.

[用心棒]

Are you able to successfully sign into the account on webmail?

See if the advice offered here is of help, Virgin Mobile device support | Samsung | Choose your device

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[elainephillips]

Thank you; but when I enter my password, or at least what I think is the password, it then goes on to say cannot connect to server, so I assume it does not recognise the password.  I cannot see how to reset the password though.

[用心棒]

If any of the authentication details are incorrect webmail displays a message similar to the following:

Try the following link to reset the password: Forgotten your Password? | Reset Here | Virgin Media

[elainephillips]

Thank you; but I have tried this link.  It is not recognising my email address either.

[用心棒]

Do you know if the virgin.net email address was linked to your Virgin Media broadband service account?

[elainephillips]

I think it may have been.  Does this make a difference?

[用心棒]

issue has been flagged to the forum team who are bested placed to help further; be aware it can take them a few hours / days to respond.

FYI: a prerequisite to having a Virgin Media email account is that it is linked to an active Virgin Media broadband account or less than 90 days have passed since it was terminated. Unfortunately Virgin Media have been less than vigilant when it comes to deleting accounts that no longer meet that criteria and users have been mostly oblivious to the risk of continued use.

[Vikki_M]

Hi @elainephillips

Thank you for your post and welcome to our community. 

I am sorry to hear about the issues you are having with the email account.

Is the email address linked to a current active broadband account with us?

Please pop back to us when you can.