Family member virginmedia email account not working.

[octapus]

My partners email account which was set up several years ago as a family member on my account stopped working 2 weeks ago saying unavailable, we have changed the password, spoke to an agent in virgin several times with no action taken to resolve this, it will not let us change the email password now as it says email not recognised but virgin says it is on the account? Arghhhhh

[Vikki_M]

Hi octapus

Thank you for your post and welcome to our community.

We are sorry to hear about the issues you are having with the email account.

Are you able to access this via our webmail? Or is this being accessed via an app?

Please pop back to us when you can. 

[octapus]

Hi I can open the email (windows mail) but it will not allow me to send or receive emails it keeps saying email not recognised, we have changed the password tried different browsers but nothing I keep getting a message from virgin saying a IT person will resolve this in 24 hrs that was on 18/01/2024 but no one calls. I have called, I have chatted with several people but they just don't have the knowledge of what to do and close the call or chat.

[Carley_S]

Thank you for confirming this @octapus 

Is the email that is experiencing this issue a secondary email or is it the primary email for the account?

If secondary, can you please sign out of the primary account and try logging into the secondary with the email and password - if you're able to access this then please try resetting an App password by going through MyVM > Account Settings > Account details > Mailbox App password management

Let us know if this allows you to access and send emails.

[octapus]

Hi thanks for your reply, yes this is the secondary account when I try to sign in it says the email has not been confirmed after trying to change the password. I have been through all the normal things a hundred times but it just does not recognise the email address (which has been in use for several years)

[Kain_W]

Thanks for getting back to us octapus,

So we can investigate this matter further please expect a PM from myself.

The message will appear within the envelope icon.

Regards,