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James90
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Issues with my email account possibly been deleted

Hi Virgin media,

I changed my blueyonder email account log in details a few months ago & ever since then I have not been able to access my account it just keeps coming up with the same notification screen telling me the account is not accessible please try later.

I then raised a complaint & it was sent to the IT department level 1 which took well over 28 days to be acknowledged then I called your customer service line & was told that my complaint had been removed & it was again sent to IT level 1 to fix.

I was contacted a few days later by the IT department level 1 who could not fix it & told me it was now being sent to level 2 that was days ago & I am still waiting patiently for them to call me back, please can you you help me?

I have been using another email account for now but I have a lot of accounts that are still registered under my blueyonder email account & It will take me ages to change them all over.

 

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Zak_M
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Message 2 of 24
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Re: Issues with my email account possibly been deleted

Good morning @James90 

 

Welcome to the forums and thank you for taking the time to post. 

 

I am sorry to hear that you have had some issues with your email address. 

 

Are you able to let me know if the IT team have been able to provide you with a reference number? If so please could you provide it so we can see where things are up to? 

 

Kind regards,

Zak_M

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James90
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Re: Issues with my email account possibly been deleted

Hi Zak_M,

Thank you for your email I have a ref no of C3103212262

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Zoie_P
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Message 4 of 24
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Re: Issues with my email account possibly been deleted

Hi James90,

Thanks for your reply, the number you have provided is a complaint reference.

I have managed to locate your account and can see the reference is P010480473, it has advised the issue is fixed and your mail box is enabled.

What error message are you getting?

Zoie

Zoie
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James90
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Re: Issues with my email account possibly been deleted

Hi Zoie,

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.

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James90
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Message 6 of 24
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Re: Issues with my email account possibly been deleted

The guy from IT called me the other day to say it has been fixed & even he tried to log in & got the same message & said he would pass it to level 2 IT dept
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Zoie_P
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Message 7 of 24
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Re: Issues with my email account possibly been deleted

I can see the ticket was closed, did he by any chance give you a different reference ?

Zoie

Zoie
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James90
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Message 8 of 24
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Re: Issues with my email account possibly been deleted

Hi Zoie,

No he never gave me a reference he said they would be back in touch when it was fixed but that was a few days ago & still I am waiting

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Zoie_P
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Message 9 of 24
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Re: Issues with my email account possibly been deleted

I can enable the mailbox from this end to see if that helps,

I will pop you a PM and we can go from there.

Zoie

Zoie
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Zoie_P
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Message 10 of 24
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Re: Issues with my email account possibly been deleted

Thanks for messaging with me James90, 

I see that with me enabling the mailbox you are still not able to gain access due to the change of password. , are you able to reset yourself? on the forgotten password link? 

If you are getting an error let me know and I will raise an IT ticket for you to get this resolved, As we cannot change email passords.

Zoie

Zoie
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