Email Verification loop

[cjburkeuk]

I try to change the email on account settings to a non-virgin media email and get the following message 

You've recently requested to change the email address you use to sign in to My Virgin Media. Please check your emails and verify this change before making further account changes.

I have checked and in the spam folder, no email was received and it is not possible to send a new email 

I have spoken to the call centre and also to online chat are are unable to reset this or now change the passwords to the accounts without this

[cjburkeuk]

I also have this problem and can't seem to get the chat or call centre to help and am stuck

[Ashleigh_C]

Hi there @cjburkeuk 

Thank you so much for your post and I am so sorry to hear that you are experiencing these issues. 

I'm going to pop you a private message so we can take a closer look into this together. I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
 

[LeMarchand]

My wife's account also has this problem. She can use webmail, but cannot get emails on her phone, presumably because she needs the "app" password set. We went through the process but, like the OP were disturbed and the link timed out and now we are unable to proceed.

Anyone from VM able to help out?

[John_GS]

Hi @LeMarchand 

Thanks for posting and welcome back to the community. Sorry to hear of your Wife's email issue.

Is the log in email for the My Virgin Media website been changed to a non-Virgin Media email as per this article - https://www.virginmedia.com/dpb/help/change-my-virgin-media-email-address

If not, that's the first step. Change the email to a Non-Virgin Media email, verify it and that's sorted.

Then sign in, Account Settings, Virgin Media Mail settings, Generate App Password.

Keep us posted 🙂

[LeMarchand]

Thanks John, like the OP I have tried to change the login email to a non-Virgin one. However, also like the OP, this timed out and I am unable to complete the change.

If I try to change the address, I get this.

An email was sent initially, but not on subsequent attempts.

Clicking on the link takes me here

Clicking on that link takes me to the account page, but trying to change the email looks back to the first picture.

[John_GS]

Hi @LeMarchand 

I'll send you a PM now to assist further.

[LeMarchand]

Big thanks to @John_GS for getting things reset so that i could do the password change.