How do I speak to someone?..

[kpm4226]

Been struggling to get help to sort out my locked email account for hours, and can find no way to speak to anyone.  I really need access to my emails.  Virgin, please help!!!

[jpeg1]

Are you trying to access using an email app, or webmail using a browser? Have you tried both? 

If this email linked to a current broadband account? 

[Graham_A]

@kpm4226 If you want to speak to customer services then you need to call the support team. The numbers to ring are 150 free from a VM landline, or 0345 454 1111 from any other phone (chargeable as standard UK landline phone no.).

Select the option for broadband technical issues email 

[kpm4226]

Thanks - managed to get through, but was a confusing convo tbh.  They managed to reset my preferred email address which then enabled me re-set the email ‘app’ password.  All works now, but quite a drawn out process!!  Oh well…

[Graham_A]

@kpm4226 Good to read that you are back in to your email account.

As a result of the process that you have gone through you are now likely to have two different username/password combinations for your VM account.

• You should have a third party email address username to use with My Virgin Media and VM webmail with your VM account password 
• You should also have an app generated password in the format xxxx-xxxx-xxxx-xxxx to use with email clients such as Thunderbird with the original email address as the username.