Email access

[loulouk]

Hello

I've read the threads about email access but the answers don't help.  I've changed passwords a couple of times now and I'm just going round in circles.

I have a subscription that I need to cancel from the virgin email address.  Also, I'm not entirely  sure what the address is as I think I set up an additional one at some point.  Is there a way of finding this out and then accessing it?

Thanks

[coenoby]

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@loulouk wrote:

1) I've read the threads about email access but the answers don't help.

2) Also, I'm not entirely  sure what the address is as I think I set up an additional one at some point.  Is there a way of finding this out and then accessing it?

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With regard to your point 1) - there are  a number of "email access" issues being reported that have a variety of different causes and solutions. If you are looking for some constructive advice on solving the issue you are seeing you can post back with more details on what you are experiencing, especially any error messages you are getting.

Regarding point 2). If you are still a Virgin Media broadband customer and you know your Primary Virgin Media address you can sign into your My Virgin Media Account (that's where you view your VM bills) from here : https://my.virginmedia.com/home/signIn  Then go to "Account Details" and scroll down to "Manage other My Virgin Media accounts" where you should see a list of all the secondary email accounts you have set up.

However, the only people who can say definitively which email address you used to set up that subscription is the organisation who manage that subscription. You could try calling their customer services to see if they can help you. No doubt they will need to run some checks to confirm you are the subscriber.

Coenoby

[loulouk]

Hi Coenoby

Your point 1 is a very good point.  I expected people to read my mind! The error message I’m getting is below:

Your mailbox is not available at the moment.

Or you may not have an active mail account with us.

If you have an existing Virgin Media mailbox please try changing your password in the first instance as this may unlock the account following a security precaution taken by our email team.

I’ve changed my password; left it an hour until logging in again and just keep getting the same error message.

Your second point was also helpful as I can now see my additional account email address.  Now I just need to be able to access it.  Any solutions?

Thanks for the advice so far.

Louise

[coenoby · Accepted solution]

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@loulouk wrote:

Thanks for the advice so far.

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No problem at all. I have tried mind reading in the past but often got it completely wrong so these days I stick to trying to find the facts. 🙂

With that "mailbox unavailable error" a password reset does often unlock the email account  - but not always.

In those cases it means that the account needs to be unlocked by VM staff. Do you need the password reset on one or two email accounts? In other words do you also need the password reset on your primary email account and the secondary email account you have just identified?

The most reliable way to get that reset done is through the Forum Team (VM employees who support this forum.) One of them should pick up your post and contact you via this thread in the next day or so.

I'll keep an eye on this thread and if they have not contacted you by close of play tonight I'll escalate the problem to them.

Coenoby

[loulouk]

Hello

It's probably worth getting the password reset on both primary and secondary email accounts.  Thanks again for your help.

[Lee_R]

Hi loulouk, thanks for posting and welcome back to our community.

Sorry to hear that you're having issues accessing your email accounts.  I would love to help you resolve this.  I am going to send you a private message.  Please look out for the purple envelope in the top right of your screen.

Regards

Lee_R