My mailbox is unavailable

[markyp89]

I have been unable to access my mailbox now since yesterday morning. My wife can access her account, but I cannot mine. I did phone 150 and was informed that the issue is known about and being worked on. How long is this going to take as I have information in email form I need to be able to access.

[Graham_A]

Changing the password solves this in most cases.

Sign in to My Virgin Media, go to My Profile and/or Manage Accounts depending on whether the account concerned is your primary account or an additional one. Select the account concerned and then click on Change to the right of password if a primary account or View/Change then change to the right of password for secondary accounts.

If that hasn't unlocked your account after waiting 15 minutes post back and the VM Forum Team should be able to help you further.

[markyp89]

Each time I try and change my password it keeps informing me that my new password is not acceptable. This despite each time saying my password is 'good'.

[Graham_A]

The password restrictions are quite strict.  It must be at least 8 characters and no more than 10.  Needs to begin with a letter and can contain numbers but no special characters.  It will also be rejected if it contains obvious words.

[Kath_F]

Hi markyp89,

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 

I'm sorry to hear that you are having an issue gaining access to your emails. We can certainly take a look at things for you. 

In order to do that I will need to pass data protection with you. I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right hand side of the page to access your inbox.

Thanks,
 

[Kath_F]

Hi markyp89, 

Thanks so much for coming back and updating me via private message. 

I'm glad things are all sorted for you now and that you're able to access your mails again. 

If you have any further issues, pop back and let us know. 

Take care,