Virgin Media Community

[JediJeff]

This issue continues after 3 weeks now. I've tried to speak to somebody on telephone support on 5 occasions - holding for up to an hour - only to get cut off each time before I ever get to speak to anybody.

I've tried all the various options to fix this myself mentioned in the community without any luck, but obviously the resolution to this problem is outside of a customers control. For all I know my account might have been hacked.

Since there is nothing more I can do to fix this problem could somebody from Virgin Support please look into it for me. There are so many problems piling up because I can't access my mail for 3 weeks as you can imagine.

Thanks.

[Emily_G]

Thanks for the post Jedijeff and welcome to our community.

Is the email address in question attached to an active Virgin Media account? 

Is this over our web-mail or over an app? 

Let us know, Emily.

[JediJeff]

Hello Emily,

Yes, I'm referring to my original account login that is associated with my account, ending in 'ntlworld.com'. I have other email addresses that I can log in successfully with, but not when using my primary email account address.

I experience the problem when I try to log into my account at Virginmedia.com mailbox from any device. Can't access my mail when using Outlook either.

I usually use a desktop machine, but get the same error message when I use my phone; "Your mailbox is not available at the moment. Please retry again in one hour and make sure you are using the correct password to access your email from all of your devices  . . ."

Thanks for your help. I'm desperate to get to my mail!

Thanks,

Geoff

[Emily_G]

Can you log into your My Virgin Media account at all? 

If so, can you see the email address in question on the mailbox section?

Let us know, Emily.

[JediJeff]

Hello Emily,

Yes, I can usually log into my account okay. Over the past few weeks I've sometimes got the message I've pasted below.

I've just logged okay in now, and all of my email accounts are there - except for my primary address. Somethings obviously gone seriously wrong.

Regards,

Geoff

+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
We're sorry this isn't the page you wanted.

It's something at our end, and we're working as fast as we can to fix it.

If you try again later everything will be sorted. Sorry for the inconvenience.
+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

[Emily_G · Accepted solution]

Thanks for confirming, the My Virgin Media password should be the same as the primary email address password, could you reset the My Virgin Media password then try log into it as this would reset the email password? 

Thanks, Emily.

[JediJeff]

Hi Emily,

I've created a new password for my 'My Virgin' login, and this seems to have reset my mailbox login successfully. Thankfully I can now lo into my mailbox.

I'm still not seeing my primary email address in the list of Virgin email address though.

Is this right?

Regards,

Geoff

[Emily_G]

I'll pop you over a private message so we can check on this.

Thanks, Emily.