Locked out of email

[cathie]

I have had no emails come through ios Mail on my phone/iPad/Mac since last night. I have

tried to log in to my email account through the VM homepage  and got this

~ • Help ‹ Virgin Media Mail Unavailable

Your Virgin Media Mail account is currently unavailable

This is either because your Virgin Media Mail account is locked, or because you don't have an active account with us anymore.

If you have an existing Virgin Media Mail account with us, please follow the steps below, as your account may have been locked as a security precaution.

Follow these steps unlock your Virgin Media Mail account

Step 1.

Go to My Virgin Media : to create a new password for your My Virgin Medig 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

1. Go to Account settings, then Account details
2. Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail
3. Then, under Virgin Media Mail app password tap Get password

1. Continue the flow and a new secure password will be generated for you
2. Update any third-party apps that you use to access your Virgin Media Mail email  ETC ETC

i have tried this to no avail’ there seems to be a step missing, now I have changed email and passwords I don’t even know where I am - ready to cry - can someone from VM help me please?

[cathie]

I have got absolutely nowhere with the VM website chat - it just asks me about equipment, I can't find an option to ask about email problems 😢

[cathie]

Anyone from Forum Team available to help please?

[ahrbee · Accepted solution]

I am not an expert but I think I have had the same issue. One piece of information missing may be this, posted on my thread by a VIP Graham:

In another recent security change by VM the password reset process is now likely to require you to set up a third party email address as the new username for the secondary account.  A verification code will be sent to the third party email address.

After changing the username this will become the login name for the secondary account when using VM webmail or the My Virgin Media account for the secondary email.

If you use an email client to access the email address you will also need to generate an app password for the account. Note the username for email client access will be the actual email address not the third party username.

VM have recently changed the log in requirements for accessing VM Mail via third party apps.

If you change the password for the account in My Virgin Media > Account settings > Account details you will not be able to use the new password to access the account via an email client. Email client access now requires an app specific password which can be generated in the MyVM > Account Settings > Account details > Mailbox App password management.

I hope you get help from an expert soon but my reply will at least bump your email up the Forum list.

[cathie]

Thank you - but this is not a secondary account ... 

[Graham_A]

@cathie  The instructions apply equally to Primary email accounts as well as secondary accounts.

[cathie]

Thank you. They still don't work.

[bellg41]

I have been locked out of VM email account since yesterday. I could not change my password online. I phoned and someone told me to use a different email address which I did and he changed my password for me. He told me to leave it for 15 minutes and then go back into VM using a different web browser eg Chrome which I have done but with no success. When I go into Account settings I cant change anything because it keeps coming up with message We couldn't verify your identity. This is extremely stressful. Please can someone help get me back into email account?

[cathie]

My problem has been sorted out by Kath_F, v grateful!

[JacHatter]

Can someone help me too please. Been on WhatsApps message help, twitter X VM account help, nothings worked. Still can't access VM emails, and I've been going in circles ALL DAY!

Going loopy in the process...