Not receiving password reset email

[DespairingAndy]

I had a message from VM stating my email login was compromised and to reset my password, and I can get as far as Step 2 in the online guide but in keeping with other users never receive the verification email from VM so as to activate my third-party mailbox app. It means I am locked out of all my VM emails. This is most frustrating.

Please help.

[Carley_S]

Hi @DespairingAndy 

Welcome to the community forums 

Sorry to hear you're having issues with access your email at this time. 

Can I just clarify - Are you able to access your online Virgin Media account at all? If so, you may need to reset app password so you can access your mail on a 3rd party app/mail app. Or is it that you're not receiving this app password reset request?

[DespairingAndy]

Thank you Carly

I was not getting the verification email for the app password reset, until........ I opened a gmail web based email account and then after a couple of tries I received the new password in a popup. It is not an intuitive nor straightforward process, though. 

Without sharing my situation here and awaiting a reply - thank you for that - there seems no other means of support for email issues. TV, broadband, mobile issues seem to generate an IA WhatsApp response, but only if TV, broadband etc. I have sorted it now though but it has been a frustrating few days.

Thank you

[Ashleigh_C]

We are so sorry that this issue required more steps than expected to complete @DespairingAndy and thank you for updating us on what you were able to do to resolve this. We will pass this feedback on. 

We are glad to hear this is now resolved, please do pop back to the forums should you need any help in the future and we will do all we can to assist.