Locked out of email

[bbrown0299]

Hi

I've randomly been asked to re-enter my virgin email password on apple mail. I can't remember what it is and when I try to reset it it says Virgin doesn't have enough information to reset it online so to call support, but when I call support there is no option for this.

Can someone please help I can't access my emails.

Thanks

[Graham_A]

@bbrown0299 You can either call in again and select the option for technical fault then select option 5 which refers to email faults, or wait for the VM Forum Team staff to respond here in a day or so.

[bbrown0299]

Hi. Thanks for the response. 

What number is that? The one I called just gives the option for broadband, phone and mobile and requires a mobile number or home phone number which I don’t have as part of virgin. It’s just the email I use. 

thanks

[Graham_A]

It is 150/0345454111 after selecting the option to say you are calling from the number associated with your account.

If you do not have a Virgin Media broadband account then the email address is liable to deleted at any point as an orphaned account.

Your best option is to wait for the VM Forum Team to reach this thread.  However, without a VM account they may not able to do anything other than ensure that the email address is properly deleted.

[Molly_T]

Hi bbrown0299, welcome to the community! Thank you for posting. 

Sorry to hear of this issue with your email account access. 
Just ahead of offering further support with this, would you be able to confirm if you are a customer with active services? As long as this is the case we can offer further support by sending you a PM. 

If you do not have active services with us it may be a case the email account has been orphaned as indicated by Graham A above. You can read more about this in another community thread here. 

Let us know so we can offer further support!

All the best. 

[bbrown0299]

Thanks. I don’t have a broadband account so will wait for a response. 

[bbrown0299]

Hi Molly. Thanks for the response. 

is there a way to see if my email has been deleted or not? Thanks. 

[jem101]

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@bbrown0299 wrote:

Hi Molly. Thanks for the response. 

is there a way to see if my email has been deleted or not? Thanks. 

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In a day or so, I'm sure that one of the forum team will offer to contact you by private message to get some details and then see what the status of the mailbox is. In some cases in the past, it has been possible to restore access temporarily, depending on how far down the deletion route the mailbox is. But as you are not a broadband customer, the forum team's scope to do much is quite limited, and even if they are able to restore access, it will be for a limited time, might be a day, a couple of days, a week, but eventually it will become unavailable again and there can be no second chances.

I'm afraid to say, that the most likely outcome here is that the mailbox has already been deleted or is sufficiently down the path that in can't be recovered. I believe that you best course of action is to proceed on that basis and make alternative arrangements.

[Graham_A]

See message 5. Contact from Forum Team has already happened.

[jem101]

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@Graham_A wrote:

See message 5. Contact from Forum Team has already happened.

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Absolutely true Graham, but arguably not particularly helpful as Molly did specifically state that 'if you can confirm you are a current customer, then we will offer to help via PM'. As we now know that the person isn't a current customer, this would imply that they can expect no further help from VM, no?

But as you and I are perfectly aware, there can be a degree of inconsistency in the (official) responses here, so there is chance that another team member will pick this up and see what, if anything can be done. Or maybe they won't - but in that case I hope to have set the OP's expectations accordingly.