Email

[Jo34]

I am unable to access my emails since this morning.  Every time I tried to log in this message appears saying "Please ensure you provide the email address you use to sign in to My Virgin Media"  I have used this email address for the past 20+ years.  I know I was using the correct email address and password and I have even tried changing my password but it would not accept my personal information. I contact Customer Services twice.  The first advisor gave me a temporary password which did not work and the last call was half and hour ago.  This time the advisor told me my issue had been passed on to the Virgin Media IT Department.  They will contact me in two days to sort this issue. Unbelievable

Can anyone help, please?

[Molly_T]

Hi Jo34 👋 Welcome to the community! Thank you for posting. 

Sorry to hear about these issues with your email access. We appreciate email issues can be frustrating! 

In the first instance, Please ensure you have an active My Virgin Media account 👉 virg.in/myVM set up for each email address you want access to. This is to ensure that you are able to generate 3rd party app passwords to use the email in clientmail apps such as 'outlook', 'Thunderbird' or 'Applemail'. 
If you don't have a My VM account set up for the email address - please set one up. You can do this on the login page by registering. You can find more information about managing your account via My VM here 👉 https://www.virginmedia.com/help/billing-and-payments/manage-my-account - including instructions on managing your accounts (checking for any Administrative users and secondary My VM users). 
It may also be worth checking the contact email address vs the VM username, as if these do not match up, you may not have a My VM account set up with the correct email address. 
If you haven't tried resetting your password, please also do this! It's advisable to run a full anti-virus scan on all devices linked to the account ahead of doing this. If you have concerns you have been hacked or that it is no longer secure please make sure you have a look at this help page 👉 https://www.virginmedia.com/help/security/why-is-my-virgin-media-email-hacked and follow any instructions on securing the account. 

You can also find more information on managing your email account here 👉 https://www.virginmedia.com/help/broadband/manage-email-account

If once you have tried these steps you are still needing support please let us know, we can then send you a PM to confirm a few bits of account information to check your My VM accounts set up, and manually reset the email password for you if needed. (Or raise a ticket with IT if there is an error.) In terms of IT ticket estimated fix time/dates, these are estimated and so we always hope they will be resolved ahead of schedule. However if a ticket has been raised and not worked yet we do have to wait until the estimated fix time/date has passed before we can escalate it on your behalf. 
Thank you for your patience in the meantime! Let us know how you get on. 🌞