Unable to access email getting DEF01 error

[Logie67]

Hi, I was locked out my email account and got access yesterday, 2o/03/24 by creating a 3rd party email account. I then got access to my email. Unfortunately I was then locked out later in the day. I have tried to rest my password and then tried to recover my email address but each time I get a DEF01 error. This has been since yesterday evening. I spent 8 minutes on a call to VM support this afternoon and they were unable to help. Can you help?

Thanks,

Mark

[Logie67]

*80 minutes, ie 1 hour and 20 minutes,

[Zach_R]

Hi @Logie67,

Thank you for your posts and welcome to our community forums. We're here to help.

I'm sorry to hear of your recent online account and email account access issues. Are these ongoing for you today, or were the team able to assist you since your posts? If it's still ongoing, are you getting the same error code of DEF01?

Thanks,
 

[Logie67]

Hi Zach, unfortunately I'm still getting the DEF01 message. I changed my email from @virgin.net to @outlook.com ans was abke to get in for a few hours, but since last week I keep getting the DEF01 when I try to reset my password.

Thanks,

Mark

[Robert_P]

Thanks for the update Logie67 and we're sorry to hear the issue hasn't been resolved. Can you try following these steps for us please:

• Sign in to My Virgin Media
• Go to Account settings, then Account details
• Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail
• Then, under Virgin Media Mail app password tap Get password
• Continue the flow and a new secure password will be generated, and the mailbox unlocked
• Update any third-party apps that may be use to access your Virgin Media Mail emails with this new app password.

Rob

[Logie67]

Hi Robert,

I cannot sign-in. It is rejecting my password and won't let me reset. My login email is now *@outlook.com but the password I set isn't being recognised and when I try and reset I get error message. I need someone in Virgin Media to reset my password for my *@outlook.com email. 

Mark

[Logie67]

**I mean on Virgin Media. 😄

thanks,

Mark

[John_GS]

Hi @Logie67 

Thanks for coming back to the thread.

I'll send you a PM now to assist further.

[Logie67]

Hi John,

I haven't had a DM or any other correspondence from you or any of the other admins. 

thanks,

Mark

[Akua_A]

Sorry to hear this @Logie67 

We have sent this again. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this. I'll be in touch soon.

Thanks,