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Email

Hi I’ve been unable to access email since Friday. When I log in online I get this message:

Sorry!
 

Your mailbox is not available at the moment.

Please retry again in one hour and make sure you are using the correct password to access your email from all of your devices.

If the problem continues, please call our team for help on 150 from a Virgin Media phone or mobile, or 0345 454 1111 from any other phone and select option 2. For details about how much it costs to call our team from a Virgin Media home phone, visit virginmedia.com/callcosts. Call costs from other networks and mobiles vary.

 

I spent 7 hours on text chat yesterday and still I have no access. In the meantime I am unable to educate my kids as all the home school materials are sent to this email address. I need access to my email urgently. 

my account is designated a secondary account so I have no security access. 

in order to post this message I’ve had to set u a second email address with a different provider. This is ridiculous service!

 

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Re: Email

I had this message and Virgin have fixed it for me. This apparently happened because there was a hack on the emails and a forwarding email address had been added, so a third party was able to access my emails.  Luckily I lead a boring life and there was nothing juicy to read.  Somebody from Virgin did reply to me and got this working in a short space of time.  He just needed my account details, address etc.  I hadn't been a virgin customer for 20 years but had kept the same virgin.net email address.  I'm sure somebody from Virgin will get to you and assist.

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Re: Email

I'm having the exact same issue. Been unable to access my email for 5 days now, and like you my childrens school work goes to my email address. So frustrating! 

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Re: Email

Hi , Heathermac,

 

 

Thank you for reaching out to us in our community, I am sorry to hear you have been unable to access your email account ,so I can help with this, I will send you an invite into a private chat, I will send this shortly, please click on the purple envelope to accept.

 

Regards

 

Paul.

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Re: Email

Hi Johno71,

 

 

Thank you for reaching out to us in our community, I am sorry to hear you have been unable to access your email account ,so I can help with this, I will send you an invite into a private chat, I will send this shortly, please click on the purple envelope to accept.

 

Regards

 

Paul.

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Re: Email

Hi Amysnow,

 

 

Thank you for reaching out to us in our community, I am sorry to hear you have been unable to access your email account ,so I can help with this, I will send you an invite into a private chat, I will send this shortly, please click on the purple envelope to accept.

 

 

Regards

 

Paul.

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Re: Email

Hi Heather,

 

 

Thanks for your details, I have reset this for you, please try again and then change the password so this doesn't happen again.

 

Regards

 

Paul

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Email not available

So it turns out that the reason I was getting ‘mailbox unavailable’ is that my account had been hacked IN DECEMBER and there was a forwarding rule set up by the hackers. Virgin Media discovered this and shut down my account.

However I was aware of suspicious activity on my account in December (emails appearing in my sent folder that I didn’t send) and contacted Virgin Media on 4 separate occasions to report this. They literally laughed at me down the phone and told me it was impossible. So long as I changed my password everything would be fine. 

Some people have reported that they don’t really have any emails worth seeing, but if your bank have sent you any info or emails they will contain info that can be used. Nationwide for example always include your postcode to prove that it’s a legit email. Any company that sends you a link to ‘verify your email’ can be used to gain access.

This is  a serious breach of security for Virgin and I would urge anyone who has received the same info to write a formal complaint to Virgin and to the government watchdog, the ico at ico.org.uk. There a are significant implications for Virgin and it casts serious doubts about their security. 

I am now changing all passwords in all my internet sites. Virgin are underplaying this as they know they’re in deep trouble!

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