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!).

[Gareth_L]

Hello sskelly.

Thanks for your update. Sorry to hear about the issues with your email when you get to step 2.

When you log in to your online account can you still view the .net account okay.

Gareth_L

[sskelly]

Hi Gareth_L

I have finally got it working. The way the system seems to deal with a password reset was very confusing.

The account is set up with the original email address: user@virgin.net, the alternative email address for settings etc was user@gmail.com.

When I went to virginmedia.com and logged in with user@virgin.net and rest password it would accept the password change and then log me out. If I tried to log back in with user@virgin.net and the new password it would tell me the password was incorrect.

By chance, I used user@gmail.com as the login account and the new password for user@virgin.net and it let me in, I was then able to go to settings and virgin email settings to generate an app password and set it up on my phone.

I feel exhausted!!!