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Email account locked

ali-b
Joining in

Hi.

My wife's email account has not been working for the last day or so. When trying to access the webmail, I get the "Your Virgin Media Mail Account is unavailable" message. I have tried to follow the steps to get it unlocked, but when trying to change the password for My Virgin Media, I'm getting a message saying "Before you change your password, we need you to verify your recently updated email address". The trouble is that I can't do this, because the link is sent to the account that I can't access. Can someone from VM help please? She has important emails that she needs to access as soon as possible.

 

Thank you. 

5 REPLIES 5

Steven_L
Forum Team
Forum Team

Hey ali-b,

Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that your wife is having with her email account. 

We maybe able to help further from here but can only speak to the Virgin Media account holder, not the email the actual Virgin Media account. Who is the registered Virgin Media account holder that the email is associated with, is that yourself or your wife? 

Kind Regards,

Steven_L

Hi Steven.

Thanks for answering so quickly. OK, regarding the account holder. Originally, the account was set up in my wife's name, as I used to work extensively at sea and abroad. However, since I retired a number of years ago, I have dealt with the account. If I log into the account using the primary email address, the web page shows my name, and Virgin have been happy to deal with me in the past. The problem that we have is that it is one of the secondary email addresses that is locked, which is the one that my my wife uses. If it makes any difference, it is an ntlworld address.

Thank you.

Thanks for coming back to us ali-b. Certain actions/issues can only be handled by the account holder or we can only speak to the registered account holder, so the issues that you have spoken to the team previously may not have been account holder only actions and therefore they were able to deal with you to discuss the issues. This issue with all the information that you have already provided would need to be handled by the account holder and if that is not yourself, we wouldn't be able to help any further without speaking to the account holder only.

Kind Regards,

Steven_L

Hi again.

OK. I have got her to open an account on the community forum. No doubt you will be hearing from her shortly!

 

Thank you.

Thanks ali-b, we will be able to help as soon as your wife gets in touch with us 👍

Kind Regards,

Steven_L