Unable to login to My Virgin Media

[Meng]

Yet another blueyonder issue I'm afraid.

I can receive and send emails from my home Mail app using my two blueyonder email accounts, but I can't login to My Virgin Media using those same email addresses.

When I try to use the Forgotten Password option, it says it doesn't recognise the email addresses. The Help Desk has tried resetting the password, but that also hasn't worked.

The Online Help facility seems to be unavailable.

Any advice?

[Meng]

Ok thanks.

[Meng]

Well, it's the end of November now and I'm still unable to get to my blueyonder email accounts from My Virgin Media as I'm still getting Unavailable, though I'm receiving emails to my laptop ok.

Help??

[Tom_W1]

Hi @Meng thanks for your reply and I'm sorry this is still ongoing for you.

Can you please try the steps advised here as this may help with any issues that you're experiencing at the moment?

Many thanks

[Meng]

I tried this before back in July, and I've just tried again with the same result.

When I click on Forgotten Password, it prompts me for an email address to send to. I do this, it tells me it's sent the email, but I don't receive it. Tried twice with the same result.

[Molly_T]

Hi Meng 👋

Thank you for letting us know! There have been some changes to the way that My Virgin Media logins and Email management work, so i'd like to ensure we have you set up all correctly so you are able to log in! 

It is best to have a non Virginmedia / Blueyonder / NTLworld email address that you can use to login in to My VM and manage your email account. This is for multi-factor authentification and security. You can find more information about manage your Email account here 👉 How to manage my email account | Virgin Media Help and managing your My VM account 👉 How to manage my account | Virgin Media Help

I will send you a PM to confirm a few account details again so I can offer further support. We may just need to update your My VM login email and resend you a verification email. Hopefully this will sort things 🤞 If not, we can investigate further and raise things again with IT if needed. 

You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞
 

[Molly_T]

Hi All 👋

Just returning to this public thread to keep things updated! Thanks to Meng for PMing with me 👋

We were able to confirm the details needed and to restore access to the My VM account for Webmail access on the email addresses. You can access webmail here 👉 https://virg.in/webmail and find advice on managing your email accounts here 👉 How to manage my email account | Virgin Media Help . 

We were also able to offer advice to get one of the email addresses set up and working via a 3rd party Client-mail service. 
Sadly we were unable to support further in getting the other email address set up, however Meng has decided to make alternative arrangements with this one. 

They know how to reach out if they change their mind and do need more support. 

Thank you for the ongoing patience whilst we offered support with this! Wishing you all the best. 🌞