Locked out of email account

[sskelly]

Hi,

My wife has a very old virgin.net email address and it recently stopped working and now she cannot log into it at all.

She set a third part email address and now no known passwords work for the main virgin.net login.

The email account is not linked to any virgin service broadband or mobile (although we do have virgin tv & broadband but it is linked to my separate email address).

Password reset is asking for master account settings (account number and area) but it is not tied to either. Is there anyway to resurrect/reset this account? It is her main email account so is pretty important (for her!).

[LS438]

I have exactly the same setup (VM account with husband's email) and I'm having exactly the same problem. I did manage to set a non-virgin email to access virgin media email account. It sent through verification email. I clicked the link and managed to get in briefly. It gave errors about updating my security question so I restarted everything and haven't been able to log in since. It accepts the non-virgin email address I set up but won't let me log in (invalid email or password) and won't let me set a new password (Oops ... something went wrong. Please try again later.) 

PLEASE SOMEONE HELP US to access our longstanding and constantly used virgin.net email accounts.

[Ilyas_Y]

Hey @sskelly Thanks for reaching out to us on here. 👋🏽

Sorry to hear about the issues you are facing with the email account.
Were you able to speak to our team to get a ticket raised and link the email with a live account?

Kind regards,
Ilyas.

[Ilyas_Y]

Hey @LS438  Thanks for reaching out to us on here. 👋🏽

Sorry to hear about the issues you are facing with the email account.
Were you able to speak to our team to get a ticket raised and link the email with a live account?

Kind regards,
Ilyas.

[LS438]

Can you tell me how to raise a ticket for this? I seem to be going around in circles trying to find out!

[Alex_RM]

Hi LS438,

So I can help, I've popped you over a private message.

Alex_Rm

[sskelly]

Hi,

I spoke via livechat and they have raised a ticket with IT. Hopefully they can resurrect the email address and link it to our virginmedia account so that it doesn't get deleted again.

[Nell51]

Hello please can you advise how to speak to livechat.  I have exactly the same problem.

[sskelly]

https://www.virginmedia.com/help/live-chat

[sskelly]

I thought I'd update my saga!! Virgin got back in touch via a phone call and said they had associated my wife's virgin.net email address with  our virginmedia account and gave me a temporary password, all good.... But:

I can login via the main virginmedia account now using my wife's gmail account (because we had to enter an alternative email when trying to change the virgin.net email password). Then I do the following:

Step 1. Go to My Virgin Media : to create a new password for your My Virgin Media account. We need you to create a new password for this account as there may have been a security breach.

• Select Sign In

• Select Forgotten your email or password? under the password box

• Follow the instructions to change your password

Step 2. Next, we need you to generate a new password to be used specifically for signing in to third-party mailbox apps (like Outlook or Gmail) to access your Virgin Media Mail emails. Even if you don’t use these apps to access your emails now, we still need you to reset the password anyway to fully secure your account.

1. Sign In to My Virgin Media

   • Go to Account settings, then Account details

   • Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail

   • Then, under Virgin Media Mail app password tap Get password

2. Continue the flow and a new secure password will be generated for you

3. Update any third-party apps that you use to access your Virgin Media Mail emails with this new app passwor

But there is no option to change email password at step two, I seem to get stuck in a loop, this is really frustrating now!