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Mpal63
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Unable to access one of my email accounts VM failing to help

I have been unable to access one of my email accounts.  When I sign in it takes me to my other on, when I try to sign into my  other one it says it does not exist.  I cannot access my emails on my iphone or ipad, as i am unable to add this account it says imap address not correct.  I contacted VM last Monday they gave me ticket number and promised a call back.  I received a call last Thursday to sort the problem, I was passed through 4 different departments, each one saying they couldn't help. Each time I had to go through security and explain the problem everytime, and my husband had to confirm that I could continue,as he is main account holder, even though it is my email address.  Then to be told someone would call me 48 hours later from the SMS faults management department.  6 day later I am still waiting for that call.  I am so frustrated.  I need the emails on that account as there is a lot of important stuff.  Please can someone help because VM are certainly not.

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Graham_A
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Re: Unable to access one of my email accounts VM failing to help

Have checked to make sure that the email address concerned is correctly listed on your husbands account?

He needs to sign into My Virgin Media https://my.virginmedia.com/ with his primary username and password and go to the My Profile Manage Accounts tab.  Is the email address you are having issues with listed under the Manage Accounts tab?

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Graham

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media, I'm a VM customer. There are no guarantees that my advice will work. Learn more

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Mpal63
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Re: Unable to access one of my email accounts VM failing to help

We have 3 email accounts. Account A (inaccessible email) Account B and Account C. Account C is not a problem and that is listed on there. Account A & B are not. But Account A is inaccessible all on any device. Account B is only accessable with Account A sign in info. But emails A& B are on his profile.
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Graham_A
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Re: Unable to access one of my email accounts VM failing to help


@Mpal63 wrote:
We have 3 email accounts. Account A (inaccessible email) Account B and Account C. Account C is not a problem and that is listed on there. Account A & B are not. But Account A is inaccessible all on any device. Account B is only accessable with Account A sign in info. But emails A& B are on his profile.

So as the email addresses concerned are not listed on your husbands account that will definitely need investigation by the VM IT department, which is why a fault ticket has been raised.

The Forum Team here should be able to assist you in following up the status of the ticket when they reach this thread in a day or so.

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Graham

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Mpal63
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Re: Unable to access one of my email accounts VM failing to help

Thank you very much for your kind help. We now have our second ticket which was issued last Thursday and told it would be 48 hours. Still waiting. We have been passed around from one department to another. I am so hoping that The Forum team can do something. Have spent hours on the phone and no one seems to know how to fix it. Please Forum team you help me?
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Steven_L
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Re: Unable to access one of my email accounts VM failing to help

Hey Mpal63,

 

We had an issue with our webmail service yesterday that was resolved in the evening.

I know that your issue was logged before this issue started but hopefully this has cleared the issues that you've been having.

 

If this hasn't cleared the issue, please let me know and we can get this looked into further.

 

Regards

Steven_L

 

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Mpal63
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Re: Unable to access one of my email accounts VM failing to help

Hi Steven

Thank you for replying. No the issues have not been resolved please can you help us?

Best Regards
M & I
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Steven_L
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Re: Unable to access one of my email accounts VM failing to help

I apologise that the issue is still ongoing for you.

 

I have looked into your account and can see that this is still with the specialist team. We are unable to provide any further update as the IT team are still working on this but I have updated the ticket to ask that the team provide you with an update on the current status or a resolution to your issue.

 

I hope that they will be in touch soon to say this is fixed.

 

 

Regards

Steven_L 

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Mpal63
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Message 9 of 25
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Re: Unable to access one of my email accounts VM failing to help

Thank you for looking into it for us. If I hadn't have come on this forum we would still be wondering what was going on. It would be really nice to know what is happening as having no updates leaves us thinking we have been forgotten about and our problem ignored. We really appreciate your help in this and hope we have regular updates from now on.

I hope if we do not hear back I can come back to you for further help.

Many thanks
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Mpal63
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Message 10 of 25
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Re: Unable to access one of my email accounts VM failing to help

Steven

Still waiting to hear from IT department. I hope they are not using the email that I cannot access. Nearly 2 weeks now.
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