cancel
Showing results for 
Search instead for 
Did you mean: 

Locked out of e mail account

jawilliamson
Dialled in

My e mail has stopped working.  Mail client asking for password and 'unable to verify account'. Tried logging into my mail via the My Virgin Media link and I just get a message saying that it's unavailable and may have been locked as a security precaution.  Changed the password as advised and still I've no access.  I've left it over night and still cannot access my e mail using the new password, I just get the same page saying mailbox unavailable with the suggestion to change the password.

I have an active Virgin Media account and this is not an orphaned e mail address.  It was created for the currently active account.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/45d6f28a52dec6b290d1fe97eb56cb3749a2688d
1 ACCEPTED SOLUTION

Accepted Solutions

lfcjoe26
Tuning in

Welcome back page -> Account settings -> Virgin media mail settings -> Generate new app password. It creates a 4-word random password and that then unlocks the email

See where this Helpful Answer was posted

5 REPLIES 5

lfcjoe26
Tuning in

Welcome back page -> Account settings -> Virgin media mail settings -> Generate new app password. It creates a 4-word random password and that then unlocks the email

Yeah.  I spent 2 hours on the phone with support this morning and they couldn't sort it out.  They kept giving me temporary passwords to access 'my virgin media' but I was still locked out of my mail.  They told me they would get it sorted within 5 business days....After I hung up I had a mess around and noticed that 'Generate new app password' and got it working myself.  Unbelievable - I told them repeatedly that it was my e mail client and not webmail that I was using.  Support are also unable to get my e mail accounts all listed under the parent account; So I have about 5 different logins to my virgin media depending on which e mail account needs to be accessed.  I guess now I have everything working some cretin will reset it all again in response to the ticket that was raised.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/45d6f28a52dec6b290d1fe97eb56cb3749a2688d

Hi @jawilliamson 👋 Thank you for your posts 😀

We're sorry to hear about the problems you've been having, but glad you've managed to get the issue sorted.

With regard to the IT ticket that's been raised, we wouldn't expect that to undo anything you've actioned.

When you're contacted about that, we'd suggest advising the team accordingly. 

If you have any further queries, please don't hesitate to pop back to us.

Regards,
Daniel

Thanks.  In case anyone there is able to update the ticket at your end as 'solved', the ticket reference given was P011950122

Thanks

https://www.thinkbroadband.com/broadband/monitoring/quality/share/45d6f28a52dec6b290d1fe97eb56cb3749a2688d

Thank you for that information. We will  update the ticket with that information. 

^Martin