Unable to access e-mails

[ANdrewBebb]

Earlier today I sent an e-mail to a friend. Five minutes later I tried to send an e-mail to my wife but a box appeared asking me for my password. I am now locked out of my e-mail account and cannot get back in as when I attempt to reset I just get a message saying this facility is not currently available. I cannot access my e-mails through my phne either.

[Ilyas_Y]

Hey @ANdrewBebb Thanks for reaching out to us on the Virgin Media community forums page. 👋🏼

I'm sorry to hear about the issues in relation to the access with the emails you are having.
May I ask if this is on the web mail as well? I.e. if you sign in to your emails via the Virgin Media web page - is the issue still present?
Or is this just affecting app only? E.g. Outlook, Apple Mail app / Samsung mail app etc?

Let us know and we can go on from there.

Kind regards,
Ilyas.

[ANdrewBebb]

The issue is present however I try to sign in either through outlook or directly through the web. I have tried signinn using tablet and mobile as well as my PC. If I try to sign in I just get a page saying account currently unavailable. It gives the steps to reset, but these don't work - I just get taken back to the same unavaiable page.

[Matthew_ML]

Sorry to hear this, I have taken a look and I can see you've spoke to team about this.

Did they manage to resolve this at all for you? 

[ANdrewBebb]

THe only way I can access my e-mails is though the online version. I cannot use outlook, which is what I prefer to do. Virgin did send me some detailed steps to follow, but , at the age of 70+ and not particularly skilled with computers I gave up. I cannot see any reason why Virgin cannot just re-instate my account without my having to waste hours of my time.

[Carley_S]

Glad to hear that you do have access to your emails through a method @ANdrewBebb 
When using third party apps or sites we would need to have steps in place to set these up securely and sometimes these steps may change depending on changes in our own or the 3rd party sites/apps policies and processes. 

If you did want to try the steps the team have advised in the future to gain access through outlook again, please do let us know if you face any issues and we'll be able to assist further. 
If you believe the issue to be resolved you can mark the thread as resolved by clicking the helpful answer given and this will show anyone else having issue that an answer was given and direct them to the post, alternatively you can just like or 'kudos' the post if it helped you. 

Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :). 
 

[JCmacc]

Carley, I have a similar issue sending e-mail via Outlook that began last night.

Virgin Media support sent me to Gadget Support who want to charge me £9.99 as a monthly ongoing charge to change my settings to allow Outlook to work. The error message I get when I try to send states that Virgin Media have blocked my IP address.

Can you please tell me who to contact in Virgin Media support to fix this issue without having to pay a monthly fee to an external company?

[ANdrewBebb]

I tried several times to gain access to my e-mails via Outlook without success. (I am not pat=rticularly good with tecnology). However the fact remains that Virgin locked me out with no explanation and no warning and I can see no reason why they could not have re-started the service. I am not wasting any more time on this. I intend to advise Virgin that if they do not re-instate my service as it was previously then I will lodge a formal complaint with Ofcom. I understand from reading a Computer magazine that there are a considerable number of peple with the same issue.

[David_Bn]

Thanks for coming back to us @ANdrewBebb and I'm sorry to hear that the matter with the E-Mail account is ongoing.

I'd be happy to take a closer look into this for you, to see if this can have this resolved for you.

Check out the envelope in the top right hand corner for a private message from me.

Thanks,

David_Bn