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MissPasko
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Message 31 of 251
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Re: Unable to log into webmail


@Lilacbreeze wrote:

Yes, Rising Star,  I ****** well am a fully paid up Virgin Media broadband customer!!  I pay Virgin Media £94 per month for using their phone, TV and broadband.  Do you think I'd be using their email service if I wasn't one of their customers???  I've been a customer for years, hence the ntlworld.com email address.

Yes, we've seen people use the email address for more than a decade after service ended.  That is VM's fault for leaving it active, of course.  So we often ask this question to clarify what the problem might be and to better advise the OP.

I phoned VirginMedia twice.  Both times had Indian people who I could hardly understand.  The second person I spoke to admitted there was a problem with the server.  In the meantime I have cleared my cache and cookies.  Change my email password twice. As recommended. I am still not able to get into my account 1 week later. I get the 'mailbox is unavailable' message that everyone else is getting.  No I don't use Outlook or an external thing to access my emails.  Yes I always go through the Virgin Media 'sign in' page.  This is a week now since I had access to my ntlworld.com email account.

I have tried to access my emails on my laptop, my mum's laptop, a small laptop that my kids own and my iphone.  None of them work.  All of them say inbox unavailable.  On my iphone it mentions an issue with the server not responding.

Is this enough information for you???

The first message in this thread asks users to post if you get this error message, so the Forum Team should now contact you to help restore access.  It also helps them to know what you have already tried or been advised.

I just want this problem sorted.  It's been 1 week now since I lost access to my email inbox and I'm awaiting replies from jobs I've applied for.  I've had to try to contact some of them to change the email address.  I've had to change my email address with amazon, credit cards, ebay, etc.  Some won't accept an email change.  That presents another problem.

I can see no end in sight to this.  I have filled out a complaints form on the Virgin Media website. If I miss out on a job interview because of this I will be demanding compensation.  I notice one person on this forum mentioned that the service might never be restored.  I hope that is not the case.

I am very angry and am seriously for the first time in about 15 years, thinking of going over to an alternative provider for my broadband, TV, etc.  This is absolutely appalling what's happened, considering the amount I pay each month.

It is not a bad idea to review your provider and it may be worth the small hassle - you are already working on moving your main email contact to other free services, so that would be one less thing to tie you down to VM.  You can certainly save money by shopping around for provider.  Get the new customer discounts and even use a cash back website to maximise your savings.

My mother, incidentally only joined VM a few years ago - on my recommendation by the way - so has a Virginmedia.com email address and is not affected.  Her email is fine.  It seems long standing customers are being penalised.  I did not choose the ntlworld.com email address.  That was what was allocated to me when I joined up - prior to that I only had a freeserve email address.  Thank God I had to set up a google email when I bought a Kobo tablet.  Otherwise I'd seriously up sh** creek without a paddle.  At least I have the alternative/spare email address.  A lot of people haven't even got that.

I've seen messages in the forum this past month that ALL domain addresses and even brand new customers have been affected by the recent problem.


Good luck with your job search!


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Message 32 of 251
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Re: Unable to log into webmail

@Lilacbreeze 

Having a rant at a member of this COMMUNITY (who is, like most respondents here, NOT a VM staff member), is precisely the wrong way to go about progressing your problem. Why did you wait from Sunday until today to answer a request for further information - which could then have been passed on to the Forum Team for attention long before today?

I suggest you have a read of the House Rules – at -

https://community.virginmedia.com/t5/help/faqpage

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Lilacbreeze
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Message 33 of 251
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Re: Unable to log into webmail

I am not having a rant I am just frustrated with not getting my email access back.

For your information I've also had my laptop break down on me as of last Thursday so have not had as much access as I'd like to the internet for the last few days.  I am not able to access this forum on my phone and hate accessing internet on a phone screen.  However I have now borrowed my mother's laptop.  So apologise if it seems I've taken a long time - 3 days - to answer a question.

Anyway none of this is helping me get back my email access is it?  All that's happened is I've had someone ask me if I'm actually a paid up broadband customer with Virgin Media which is totally ridiculous considering I wouldn't have my ntlworld.com email if I wasn't a customer with them.  And then you come along and accuse me of ranting at him when I explain that.

Can you sort out my email access problem?  No.  Then why bother responding, if only to have a go at me.

I actually found the person's response to me very rude and condescending, by stating I'd given no information and questioning whether I was a customer.I got the impression from his response that he was indeed a member of VM staff.   I was actually replying to another post that recommended that people use 'webmail' to access their account, when he came back with his nonsensical response.  If you look at my original reply I stated that I'd always used 'webmail' via the VM sign in page to access my emails.  And still cannot access my email inbox. So using 'webmail' does not work.  

 

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Message 34 of 251
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Re: Unable to log into webmail

@Lilacbreeze 

This makes for interesting reading. I have shrewd suspicion as to what may be causing your inability to access your VM webmail. But before I enlarge on that (if I do) you'd better be aware of some facts - plain straightforward talking.

Most of the responders on this Forum do NOT work for VM. We are volunteers who come here in an attempt to be helpful. Although when faced with a brick wall of incomprehension and intemperance I do wonder why we sometimes bother.   You aren't the only one with e-mail issues. A casual glance at the e-mail Board would have shown you that.

We don't have access to your account so all we can do is use our extensive knowledge of how the VM e-mail system works in an effort to narrow down the possibilities and advise as best we can. We more often than not we get it right and solve problems before VM staff get anywhere near reading posts. If we can't solve, we more often than not diagnose correctly the cause and then point the VM staff here in the right direction. Hospitals do it. It is called triage. Saves massive amounts of time. VM staff are not omnipresent. They will take time to reach your posts.

So we have three facts about your e-mail access. You are a VM customer. We ask this because if you weren't a VM broadband customer you have no right to use the system and we can do nothing to help. This often arises when people have left VM but VM don't properly close their e-mail access. That is why we ask. 

Secondly you only use web mail and you are seeing the mailbox unavailable error. This is not uncommon. There are three known common causes of this. One of which we can often help you fix (provided you answer a further question) and two where we have to ask VM staff to intervene.  

The first cause is that your mailbox has been locked out by VM because VM security have detected that your credentials (e-mail address and password) are being use by a spammer to send spam. You'd never know because of the way the e-mail system is built by all ISPs. But VM can see. Usually they send a text message to say what they have done (if they have a mobile number for you) and eventually you get a letter. Any of that happen to you?

The second cause is that you have lost access because VM have closed your mailbox because the e-mail address you are using is an "orphan".  You'll have to read this to find out what that means. This post is already too long:

https://community.virginmedia.com/t5/Email/Orphan-Email-accounts/td-p/3492073

If it is an orphan and VM have withdrawn access they can get it back for you by the "move and transfer" process but this takes time, not always guaranteed to work either.

The third cause is that an IT glitch has occurred (this is not a perfect world) and your mailbox has become damaged and needs VM IT to sort it out. That takes up to 5/7 days from when the team pick this up., if this is the reason.

Now we can act on the first cause by getting you to change your password in My VIrginmedia. If this is caused by an account compromise the spammers usually change your password at the same time to make life even more difficult. But there is way through by getting you to use the "Forgotten password" link when you sign into My Virginmedia or VM web mail and answering the appropriate questions. You need to answer in both lower and uppercase letters to see which  work.  So two attempts may be necessary to get back in.

As for the other two causes, only VM can resolve for you. You will have to wait and be patient.

MissPasko (who I know and respect greatly) was working towards all this but was faced with your irritation (I won't put it any stronger). BillC45 whom I also know personally and respect as a seasoned IT professional got it right too. 

I think I have been more than generous about indicating the way forward. This is how a Community Forum works. Your intemperament postings have just delayed, not accelerated, a resolution. 

I've nothing more to add.  And I think I have been more than fair in responding as a volunteer to what is obviously causing you distress but is causing us to back-off from helping.

 


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MissPasko
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Message 35 of 251
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Re: Unable to log into webmail

Thank you HowardML and BillC45 for explaining things better than I do.

Lilacbreeze - please accept my apology for being so blunt-headed in my approach.  I was trying to gather the basic information that the Superusers and Forum Team need to get you closer to a solution.  I understand the customer service centre don't ask the right questions, even when you finally get through to them.  We also hope that future visitors to these threads will learn how to help themselves or give us clues that can help them.  I checked back on your thread a few times a day in hopes you had replied.

I sincerely hope you regain access soon.


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The_scotster
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Message 36 of 251
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Re: Unable to log into webmail

My cousin is having the same issue but cannot sign up to the community as her email account is blocked. I've helped go through customer services who refuse to acknowledge the account has been locked. We know about the suspicious activity as her facebook was hacked too. How do we go about resolving this issue? She has changed the password on the account numerous times to no avail.

Any help would be greatly appreciated.

It's a blueyonder email, similar to mine. Fully subscribed customer. Access via phone, laptop and webmail getting server authentication errors across all of the different configurations (POP, IMAP, SSL)

If the account could be unlocked (Again, not mine) this would be appreciated.

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MissPasko
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Message 37 of 251
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Re: Unable to log into webmail


@The_scotster wrote:

My cousin is having the same issue but cannot sign up to the community

If the account could be unlocked (Again, not mine) this would be appreciated.


Thanks for explaining everything so clearly. The Forum Team can help, but will require your cousin to go through the normal security clearance to prove ownership/control of the VM account and address - they do this by private message and conduct the conversation on this forum in the thread or in private if personal details are to be discussed.  So that only requires internet access.

They usually ask that the account holder sign up to this forum to do this.  If forum registration won't work with cousin's normal email address, then your cousin should be able to use any (free or work related) email address to register for this forum. Can you give her a secondary address from your VM account that you later delete.  It is nice that you want to help and I'm sure access will be restored soon.

Goodluck


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lola1234
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Message 38 of 251
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Re: Unable to log into webmail

Hi i havent been able to sign into my virginmedia email account for about a month now

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Superuser
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Message 39 of 251
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Re: Unable to log into webmail

@Kev_B @ModTeam and everyone else posting here.

I'm going to share some thoughts on the current email issues as they stand.

On 1st Line Support "admitting that there is a problem with the email servers"

I think it's about time Virgin Media got a grip on it's phone support service.  One of the tactics seems to be giving the above advice and saying "it'll be fixed in 24-48 hours" whereas once the Forum Team get involved this issue can usually be escalated quite quickly once the correct information is obtained.

I'm going to shout this bit out:

The email servers themselves are currently working just fine!!

I cannot stress this enough- it's not based on guesswork it's based on 4 things.

  1. An understanding of which servers were affected by the last major outage.  Mainly my.virginmedia.com
  2. Posts from users on here who have had their issues escalated and can once again access the service.
  3. Privileged information received from Virgin Media themselves (as Superusers we have conversations with VM in our own back channel, but as a rule we have to be careful what we share)
  4. My own personal checks on the servers using my own accounts and a number of different tools to verify connectivity.

First line support agents across the world MUST be briefed that it is NOT ACCEPTABLE to simply fob customers off in this way.  If they don't have the ability to escalate, then they should be referring customers to someone who can.

Better yet bring support fully back in house (II suspect there's little chance, but I have to try Smiley Wink)

Most current issues appear to be account based.

Whether it's a case of Orphan accounts, backend issues with password syncing or as in the case of this thread Webmail customers getting a message that "Your mailbox is not available" the current issues affecting users are not email server issues at all but account based issues.  Indeed the Mod Team have posted elsewhere that users should PM them if they are getting this message.

Stop relying on Virgin Media email.

This is advice you will see across the net about ISP email in general anyway.  Relying on a email address linked to an ISP is wrong in so many ways.

  1. If you leave the ISP you will lose the email.
  2. It's not what the ISP excels in providing.  Virgin Media aims to provide Broadband, TV, Phone and Mobile provision.  Email access is tacked on as a free extra - much like webspace was.  While Virgin Media did take the email service back in house in 2015 after Google closed it's apps for ISP offering, the email service is IMHO sub standard compared to companies who specialise in emails.  It may improve over time, but it'll never surpass the likes of Gmail, Outlook.com etc.
  3. There are no SLA's for issue resolution.  While Virgin Media do always aim to get the email service back on track as quickly as possible when it does go down, at the end of the day, it's a service provided as is to residential broadband customers.  This means there is no guarantee of uptime and no guarantee of a quick fix or even dedicated support when things do go wrong.  Compare this to someone like Gmail, where residential and business accounts effectively use the same servers, (although business customers do get 1-1 tech support) which means those providers are more invested in keeping everything running smoothly.  Thus Gmail server outages are considerably rarer and much more likely to be resolved quickly.

@ModTeam Can you confirm whether the correct procedure is still to PM you directly if getting Mailbox locked when signing in to webmail?

Tim

 

 

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Community Lead
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Message 40 of 251
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Re: Unable to log into webmail

Hi Tim,

Thanks for providing this summary. The correct procedure is to still PM @ModTeam - we'll report your email address with our Internet Security team for unlocking. If there's a different problem then we'll make sure the relevant steps are taken to restore access for you.

Kev

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