Password - Email Login

[John2021]

Hi , once again I am having problems with an email address , it seems to have disappeared , I keep getting asked for the password for it , but the email address is not showing on my iPad , I had this problem some time back with two old ntl addresses and one had apparently to be rebuilt , can anyone help.

[MOD EDIT: Subject title changed for clarity]

[coenoby]

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@John2021 wrote:

I am having problems with an email address , it seems to have disappeared

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It would be very useful to know what error message you get when you sign into that email account directly on the VM website.

Use this link https://mail2.virginmedia.com/  Ignore the slightly confusing instruction to "Sign into your My Virgin Media Account". If you enter the email address of the problem email account and then its password when prompted it will open up the online Webmail account for that email account or at least give an error message that may cast light on what's happening with your mail account.

Coenoby

[John2021]

So , when I try to sign in with that email address and then put in the password it says wrong email or password and then shows my main email address

[coenoby]

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@John2021 wrote:

 I try to sign in with that email address and then put in the password it says wrong email or password and then shows my main email address

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That's very strange. The VM link I gave simply takes you to the VM email account for which ever email address you enter.

If for example, the address you are having problems with was "youremailaddress@virginmedia.com" and you used that to sign in using the link I gave I would have expected the error message to have looked this:

I don't understand why the error message would quote a different email address from the one you entered.

Can you confirm you used the link I posted ( https://mail2.virginmedia.com/  ) and whether you are seeing a different error message to that?

Coenoby

[Akua_A]

Hi @John2021,

Welcome back to our community forums and sorry to hear you are having issues with your email. We can understand the inconvenience caused. Are you able to answer the great questions posed by @coenoby so we can best understand what the issue is? 

Thanks,

[John2021]

Sorry to coenaby for not getting back ,apologies, regards the problem , I can’t really tell you anymore than I have , what I will say is that I had problems before with two email address and that went on for months , it turned out to be virgin on one email address who had deleted it and the other one needed rebuilding , which was way above me .

Regards this problem , I put in what I think is the password for that address and it does not work , I try all my other ones and they also do not work , I do not understand why it just stopped either , the email address exists , but I cannot receive emails from it.

[coenoby]

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@John2021 wrote:

Sorry to coenaby for not getting back ,apologies, regards the problem , I can’t really tell you anymore than I have ,

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No worries, thanks for coming back.

The thing that I still don't understand is that when you try to sign in you are getting an error message that shows your main email address rather than the email address you entered in the sign in page.

It would be really great if you try accessing the problem email account by:

• clicking on this link https://mail2.virginmedia.com/ and entering the address of your problem email account into the "Choose a username" or "Email address" box.
• Then click on "Continue".
• Then type in the password for that email account and click on "Sign in".
• That should take you straight to your VM email account. If it does not then just post back with the full error message you get. That error message will / should give a big clue as to what's happened to that email account.

That may be the route you are already using to sign in but it would really be great to have that confirmed. Thanks.

Coenoby

[John2021]

Hi , I am prob doing things wrong ,but I tried to sign in with the email address I have the problem with and got refused , got asked if I wanted to reset my password , got the email and tried putting in my password I have for my other account and got told invalid , nothing more or less .

[coenoby]

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@John2021 wrote:

I tried to sign in with the email address I have the problem with and got refused , got asked if I wanted to reset my password ,

So did you take the option to reset your password? That may well resolve your issue.

got the email

So what email did you get and did it go to your main email address?

and tried putting in my password I have for my other account and got told invalid ,

So  where were you inputting this password?

Finally. can you confirm that you are still a VM broadband customer?

Coenoby

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[John2021]

Yes ,I took the option and got this to my main email address,

Hello ,

We've received a request to reset your password for your My Virgin Media account. If you made this request, click below to choose a new password.

Reset your password

If you haven't tried to reset the password for your My Virgin Media account and this wasn't you, please contact us.

Kind regards,

The Virgin Media team