Email account unavailable

[richhill25]

Hi,

Posting here on behalf of my parents. They have lost access to their mailbox last week. We can log in to the MyVirginMedia account fine but when we try to login to webmail, we get the message 'your virgin media email account is currently unavailable'. We follow the instructions to reset the email password but the DOB and security question is not accepted - so no way to reset the password.

After being on the phone with support for an hour on Sunday we got absolutely nowhere, support reset the password but still no joy with the email account.

How can we get this resolved??

[Ashleigh_C]

Hi there @richhill25 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you have faced this issue with your parents email and thank you again for posting. Can I ask what happened after the team reset the password for you? Did anything change when you tried to log in at all? 

[richhill25]

Hi,

I'm typing this reply in the hope that it helps someone else who's having the same issue as there's not much hope of a resolution when contacting virgin support.

After crawling through the forums yesterday, I discovered that I had to change the email address used to login to My Virgin Media account to a non-virgin email address, at which point I was able to generate an app password for the blueyonder email account and then the email account became available again.

This could all have been nipped in the bud on Sunday when we called the Virgin Support - if they'd have told us we needed to use a non-virgin email address for the My Virgin Media account. Instead, we were on the phone for an hour resetting the password of the My Virgin Media account which did absolutely nothing.

I agree with the change from a security point of view but feel it has been very poorly communicated by Virgin.