My wife cannot access her email, which is a secondary account. She noticed this on 19/09/23 whilst we were away out of the country. She has done everything that has been asked of her in the message below, several times, and it still does not work?
This seems to be a common problem and it does seem there is a fix, Kev801 had the same issue which was resolved on 22/06/23. Please can someone help with this.
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 Media 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.
- Sign In to My Virgin Media
a. Go to Account settings, then Account details
b. Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail
c. Then, under Virgin Media Mail app password tap Get password - Continue the flow and a new secure password will be generated for you
- Update any third-party apps that you use to access your Virgin Media Mail emails with this new app password
Please note that as this password is separate from your sign in details for My Virgin Media (or any Virgin Media apps) this won’t affect your My Virgin Media password. So, if you check your Virgin Media Mail emails through My Virgin Media or at mail.virginmedia.com, you'll still only need your My Virgin Media password.
Step 3.
Once your password's reset, make sure your emails are not being forwarded without your knowledge.
- Go to mail.virginmedia.com
- Sign in with your username and password
- Click on Menu (top right) and then, Settings
- Expand the Email option
- Select Auto Forward
This will show any email addresses set to receive forwarded emails from your Virgin Media mailbox. If it shows one you don’t recognise, select and delete the forwarding rule.
Virgin Media takes your security very seriously. That’s why we always want our customers to know what’s happening as soon as an issue is detected. It’s our policy to proactively advise customers of external security threats which may affect them in the ever-changing digital world.
