on 03-01-2022 19:31
One of my email addresses has been disabled and I do not know why. Now a second one is saying 'The entered credential or authentication information does not work or are no longer accepted by provider. Please change them'.
I have tried re-entering the password etc but that is not solving the problem. To be honest I do not know what the warning means and why it has appeared.
Appreciate any advice.
Answered! Go to Answer
04-01-2022 12:52 - edited 04-01-2022 12:55
@chrissie wrote:One of my email addresses has been disabled and I do not know why. Now a second one is saying 'The entered credential or authentication information does not work or are no longer accepted by provider. Please change them'.
You have not said how you are accessing your Virgin Media emails when you get that error message. However, I am wondering whether you are using the "check emails from another account" facility in VM Webmail to access all your VM emails in the one place.
I have certainly seen that error generated by the Webmail service in those circumstances when it fails to access another VM address.
To trouble shoot things a bit further, can you use this link https://mail2.virginmedia.com/ to try and access the problematic email account directly on the VM website. Enter the email address and password for the problem email account and post back the error message that you get.
If it is the "Your mailboxis unavailable.......post back in an hour" error you may well be able to resolve the problem yourself by try following the advice that VM have posted here: https://community.virginmedia.com/t5/Email/Email-accounts-locked-mailbox-unable-unable-to-access-ema...
Coenoby
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04-01-2022 12:52 - edited 04-01-2022 12:55
@chrissie wrote:One of my email addresses has been disabled and I do not know why. Now a second one is saying 'The entered credential or authentication information does not work or are no longer accepted by provider. Please change them'.
You have not said how you are accessing your Virgin Media emails when you get that error message. However, I am wondering whether you are using the "check emails from another account" facility in VM Webmail to access all your VM emails in the one place.
I have certainly seen that error generated by the Webmail service in those circumstances when it fails to access another VM address.
To trouble shoot things a bit further, can you use this link https://mail2.virginmedia.com/ to try and access the problematic email account directly on the VM website. Enter the email address and password for the problem email account and post back the error message that you get.
If it is the "Your mailboxis unavailable.......post back in an hour" error you may well be able to resolve the problem yourself by try following the advice that VM have posted here: https://community.virginmedia.com/t5/Email/Email-accounts-locked-mailbox-unable-unable-to-access-ema...
Coenoby
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media.
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks
on 04-01-2022 19:22
Really appreciate you replying thank you.
I used the link and got
'Error
on 05-01-2022 09:43
@chrissie wrote:I have tried to change the password for this problem account by using 'forgot password' link but I can only get that option for the main holder account.
Ok, see if you can change the password from your My Virgin Media Account, that's the one where you can see your VM bill. Sign in with your VM Primary email address: https://my.virginmedia.com/home/signIn
VM have been making some changes to that recently but, assuming yours is the same as mine, once you are fully signed in (you first need to click on "Continue") follow these steps:
That will allow you to reset the password. Set it to a completely new password that you have not used before.
Coenoby
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on 05-01-2022 21:49
Many thanks. That seems to have solved the issue. Really appreciate your time .
on 06-01-2022 09:08
@chrissie wrote:Many thanks. That seems to have solved the issue. Really appreciate your time .
No problem, thanks for the update, I'm glad you're up and running again.
Many people seem to find that their account gets locked again but if it does you can reset the password again.
Coenoby
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media.
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on 07-01-2022 09:56
Hi chrissie, thanks for the message and welcome back to the forums. I am glad to see that the issue with the email account has not been resolved and thankyou coenoby for assisting the customer with this. - Chris