Cant reset email password

[JohnnyW1]

I have an old VM email account that I have kept after leaving VM and have used it for about 20 years. I've recently tried to access it on my laptop but I have forgotten my password. I have tried to reset my password but every time I do I get a message saying there is a problem registering the new password. I can still access the account on my phone but want to have the ability to be able to log into it on a computer in case there is any problem with my phone. Any suggestions gratefully accepted.

Thanks 

[Kath_P]

Hi JohnnyW1, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you're having an issue with accessing your email account through My Virgin Media Mail. If you no longer have a broadband service then the email account can be deleted at anytime. Usually they remain open for 90 days after the services end then close. 

As you still have access to the mail account through a client, I would use this access to save any emails you need to and move over to an email provider instead. 

We are making changes to the email service so the account can be locked without notice and if this happens, we will be unable to restore access without an active VM Broadband account. Once you've moved what you need to over to a new email, let us know and we can arrange for the deletion of the email via IT. 

Apologies for the inconvenience.