Email account locked

[iadom]

I am always reluctant to start a new thread when I already have one still live on this subject but the total lack of any official involvement from VM staff in my previous thread has forced my hand. I have had excellent help from Graham A but he freely admits he does not work for VM.

Last night my ntl email account was locked and my password rejected. The same thing happened to my wifes account two months ago and I was able to reset her password at the time. Since then VM have changed the 'Manage password' system. I now need to provide a third party email address to replace my original ntl email username before I can change my password. I went through the procedure using a gmail address. A verification message was sent to my gmail account but when I tried to use the verification process it stalled near the end and the web page hung for about 20 minutes before I shut it down. I then attempted to try again only to be informed that the verification link had now expired and I should resubmit my gmail address. I have done this at least 7 or 8 times now leaving at least an hour between one attempt and 3 hours between the last one. Using the 'Manage' tab on my account page I have entered my gmail address, clicked SAVE and been informed that a verification link has been sent to my gmail account. No message has been sent/received after all these attempts so I am now at a dead end. Is there anyone who can actually sort this problem out for me as I have some important emails due and really do need to access them ASAP.

[Graham_A]

There have been reports that some Gmail addresses cause this issue particularly if they include characters that VM email addresses don't allow such as + and .

I have escalated this post to the VM Forum Team priority queue for a response but it won't be until tomorrow before they respond.

[iadom]

Hello again Graham, no unusual characters in my Gmail address just five lowercase letters and four numbers and as previously mentioned the verification message link was sent the very first time to my gmail inbox. since then it has failed to send a message after several attempts.

It is really frustrating that there is no means of getting direct contact with VM. I even tried the WhatsApp link but soon got fed up with the AI generated questions.

Thanks once again for your help.

Jim

[John_GS]

Hi @iadom 

Thanks for posting and welcome back to the community.

Sorry to hear you're having issues with verifying the email for the online account.

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

[iadom]

PM read and answered.

[iadom]

All back up and running, many thanks once again to John_GS for his patient help.

[Graham_A]

@iadom Great to read that @John_GS has been able to get you up and running again.

Without revealing any personal details are you able to share with the community what the resolution was?

[iadom]

Hi Graham, after I had verified myself to him he sent me another verification link to my gmail address. Even though I got the dreaded OOPS page the change of username went through and the system then generated a new password.

[Wils75]

glad yours has been sorted i am still unable to access my emails

[iadom]

I'm not sure if anyone will be able to pick up on this recurring login problem. John GS was the person who resolved all my previous issues.

As mentioned above after going through numerous procedures including having to give a non VM email address to reset my VM email accounts which in itself is a ridiculous situation. Using a gmaiI  address I did at least get our email accounts back up and running. At the time I was assured that this only affected my email accounts and my main VM account  would still be accessible using my original ntlworld email and password.

I have just tried to access my main VM account online and it refuses to recognise my original email user name or password and trying the non VM email and password does not work either. If I use the  forgot my email link it returns a strange gmail address which I am 100% certain I did not set up, it uses the first character in the gmail address, then has five dots and then the last character of the address, however the correct address is nine characters oong not seven. Even If I use this address to try and retrieve a password it rejects that address.

HELP.