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7dials
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Re: Email locked again! Reset password doesn't help!

Secondary (partner's) ntlworld.com account stopped working early last week. Fixed on Tuesday by changing to new password.

Next day it's blocked again. 

Customer service agent sent form off to IT team on Thursday. 'Nothing else can be done till they look at it.'

The email is still out today.

Lesson seems to be that although we're buying TV, broadband, landline and mobile from VM, my partner will have to get an email account from another provider. Shouldn't really be necessary for such a basic part of comms service.

 

 

 

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WelshGasman
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Re: Email locked again! Reset password doesn't help!

Happening to lots of people.

Here is my boilerplate reply for this.

Your account will have been locked or disabled more than likely.
They will send you an email about it, but as you have had the account locked/disabled, you obviously will not receive it?

The other week mine was locked for suspicious activity.
The following week it was disabled, and later on in the week it was neither, but required a password change.

You will need to call Virgin and get hold of Email support to get it unlocked or enabled.

I suspect they will be pretty busy due to all these accounts being locked/disabled regularly, so you might wait a while, but you do need to speak to a human being.

There is a sticky about this as the first thread, that does state you can do it from your account, by changing the password?

If you do call Virgin, apparently you have to wait 10 mins to access your mail?, I waited 20 and still not working.? Login and try changing the password yourself.

https://community.virginmedia.com/t5/Email/Email-accounts-locked-mailbox-unable-unable-to-access-ema...

Edit:
I think there might be three permutations of email issues here.?

1. Account is locked. Need to call Virgin to get it unlocked. At the same time, it seems the password needs to be changed.

2. Account is disabled. Need to call Virgin to get it enabled. No need for any password change.

3. Account is neither locked or disabled, but requires password change.? The sticky appears to work only for this case?


Lucky me has gone through all three variations in the last two weeks. 🙂

HTH

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albob
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Re: Email locked again! Reset password doesn't help!

I would try doing the password change again rather than wait for VM IT  to get their act in gear...

 

https://community.virginmedia.com/t5/Email/Email-accounts-locked-mailbox-unable-unable-to-access-ema...

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7dials
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Re: Email locked again! Reset password doesn't help!

HI, I posted to this thread earlier, but now can't find my post. It was about loss of email service a second time, after getting it restored by password change.

Has it been deleted? I would be very unhappy if so, because while the message did contain a criticism of VM, I took care to phrase it civilly and reasonably.

Or am I just unable to see it?
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John_GS
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Re: Email locked again! Reset password doesn't help!

Hi 7dials

 

Thanks for posting. 

 

Sorry to hear of the email issue. You've mentioned in the thread, you're joining us - is the email we're discussing on this thread linked to an active Virgin Media account?

 

Best,

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

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