Locked out of Primary virginmedia Email account

[Hounds]

Virginmedia please Help me, you have locked me out of my email account so I am not receiving any mail I have been with you for 15 years and have used the same email address since then and have all my mail on this!

I have made contact through your online customer service on the 1/1/24 telling me it will take 5days to sort! 
on the 2/1/24 I phoned customer service for help on the phone asking me for details ect for 45mins and on hold and the asked for my mobile number and advise I would receive a message in 5days time when it would be sorted!

I am not using a third party to try to log in this is directly on your virginmedia site how can this take 5 days to sort!!

I need urgent access to read incoming mail PLEASE.

[Beth_G]

Hi Hounds

Thanks for your post - I'm sorry to hear you're struggling to access your email account.

Firstly, can you please confirm if your email account is linked to an active broadband subscription with us?

If your email account is attached to an active account and it's become locked, you would need to follow the steps online here on how to unlock it. The steps would be listed under the Generate App Password section.

Let us know. We'll be happy to help further.

[Hounds]

Thank you for your response, I do have ongoing broadband account, I have try your suggested route to no avail?

I understand from your customer service that they have raised a IT ticket which will take 5 days I find this totally unacceptable this is creating immense problems not being able to now access emails for personal reasons.

[Hounds]

Re “Let us know. We'll be happy to help further”  I cannot stress enough how this is effecting our stress as  an elderly couple, yes perhaps we are not competent in how your step guide is for unlocking our email, we have no one else to sort this we are just going round in circles this must be something you have action as it was working fine on the evening of 31\12\23 and next morning nothing. 

[Beth_G]

Hi Hounds

Thanks for coming back to us. You mentioned that you did attempt these steps to try and unlock your account but to no success, can you please expand on what the result was or where abouts you got up to? Were you able to provide a non-Virgin Media email address as part of our security measures?

We know these sorts of issues can be highly frustrating. Usually, IT tickets are resolved within five working days, however generating an app password would most always unlock the account.