Lost email account

[ihowarth]

My dear old dad, who is 94, did "something" to his email account while i was away on holiday;  it now seems to be completely inaccessible, and i'm getting nowhere trying to recover it for him.

He has a Virgin Media account (for his broadband, TV, and landline) and we can get into that without any problems.   However, on going to the "Quick Links" on the account home page (on a desktop PC),  selecting "Virgin Media Mail" just goes to a "Forbidden" page, with no additional info.   Same if i click his old bookmark for mail.virginmedia.com.

I can't even get to a page that offers sensible options to reset his password or anything like that.  I just cannot get anywhere near a page that looks like it might give access to his email -- nor can i see any way of reaching out to Virgin for help (grrr...).

Anyway here offer any pointers?   He's been without his email now for best part of a month, and he relies on it for things like doctors appointments and pharmacy deliveries.    (It's an old "ntlworld" address, btw)

Thanks, ian

[goslow · Accepted solution]

This might not be anything your dad has done. He may be encountering VM's latest security changes (which involve providing VM with a third party email address).

https://www.virginmedia.com/help/broadband/manage-email-account

The link for VM webmail is https://mail2.virginmedia.com

you could maybe try that first and see if you can get in before going further with the security changes. It might also give you a better error message if it doesn't work.