Unable to access my main email account

[MarkLafrenais]

I logged in this morning to send a saved draft message on my ntlworld email account. Instead of sending I got the message that my Virgin Media Mail account is currently unavailable. https://www.virginmedia.com/help/virgin-media-mail-unavailable I followed the steps but the system now does not now recognise my email account at all, trying to send me to an account that has not been in daily use for many years. There appears to be no way to contact Virgin by email, digital messaging or telephone. Perhaps you can show me how to find help with this? Many thanks.

 

[silverpulser]

I cannot login to my email as the login doesn't recognise my email address or password.

I tried clicking that I have forgotten my email and password and I filled out the request for my birth date, VM account number and area code. It responded with "We've found an email and address linked to your account. The email address that is shown is not one that I recognise. 

Have I been hacked and how do I recover my account?

[Nathan_B]

Hi there @silverpulser 👋 Welcome to our forum and thanks for your post 😊

Sorry to see you've been having issues with accessing your emails. We can see you've spoken to the team since posting this. Have they been able to support?

If you need any further help. Let us know, we're always happy to help.

Regards

Nathan

[silverpulser]

Unfortunately not. The very kind and patient lady said she had changed my password but after repeating it to her to confirm I had got it correctly it failed when I tried to login on any of the machines available to me, both Outlook and the web portal. The problem is that I don't think it is recognising my email address, even though the lady I was getting support from on the phone said that the one that is failing is the only one shown on my account. If that is the case then why is it when I go through the "forgotten your email?" process it says it has found an email linked to my details which is totally different. My email ends in ntlworld.com and the other one ends in gmail.com? She said she had escalated the problem to a further support team who should phone me in the next five days. I would dearly love to resolve this before then!

[Steven_L]

Thanks for coming back to us silverpulser. I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L

[silverpulser]

Reply to PM sent

[Morkjc]

I had a similar problem accessing my mail thru Outlook Express (3rd Party) I had to get a app app password and put that into the client it now works

[silverpulser]

Reply to PM sent

[silverpulser]

It would seem that the gmail account mentioned in my original post is in fact and old gmail account that I have not used for many years. I resurrected it by changing the long forgotten password and testing to make sure it still operates normally, i.e. that I can send and receive emails. After that I tried to login to my Virgin Media email by using the the gmail email address and then use the "forgot my password" to enable me to get a new password to sign in with. The system replied with the request for e new password by saying it had sent a link to change my password to my login email address, if such an account exists. Nothing arrived at my gmail account so I tried the forgot my password procedure a couple more times with the same result. SIgh...

[Martin_N · Accepted solution]

Hi MarkLafrnais,

Thank you for your post. We're sorry to hear about the issue with your email address. 

We can certainly take a look into this for you. I will private message you now. 

^Martin