Unable to login to email

[tenaka30]

Setting up outlook (365/Win11) after pc rebuild and unable to connect to account.

I got an error regarding account not available so came to web to check via webmail.  I cannot find a specific webmail url, everything sends me to https://www.virginmedia.com/help/broadband/manage-email-account

I try to log in using my email account address (an ntlworld address) and it says username or password wrong.  So I select forgot password and enter the ntlworld address at which point it says "Please ensure you provide the email address you use to sign in to My Virgin Media."

If I want to log into my account I use a different address (non VM email address), so I enter that as instructed, enter password and I am in.   In to my VM account that is, not my email.

If I try to access email from this logged in state I get this page https://www.virginmedia.com/help/virgin-media-mail-unavailable

I beleive from memory I have had 3 email addresses in use hosted by VirginMedia, one is the ntlworld one that I use, and the other two were virginmedia ones both of which are likely to have been deleted through non-use.  The ntlworld one should be still active though and is the only one I care about.

I see others with problems at the moment but they all seem to be in their email.  I'm being seemingly told that my account doesn't exist any more.

[Graham_A]

@tenaka30  If you log out of your main My Virgin Media account and then attempt to log into the Ntlworld email address concerned via VM webmail at https://mail2.virginmedia.com/ do you still see the Mailbox unavailable message?

[tenaka30]

That takes me to the same login page I have been using, it asks for user/pass, I enter the details that worked yesterday with Outlook.  I get told they are wrong, if I select forget password it reacts as though that email address is not a valid one as before.

[Graham_A]

That all suggests that the email address concerned is not associated with your current VM broadband account and is therefore in the orphaned category. https://community.virginmedia.com/t5/Email/Orphan-Email-accounts/td-p/3492073/jump-to/first-unread-m...

Often this only becomes apparent to the user if they try to access it through a new device or after a system change.

The VM Forum Team should be able to advise further when they reach this thread in a day or so.

[tenaka30]

I read through that post earlier but it seemed directed at ex-VM customers.

Thanks for the help. Hopefully a staff member will see this soon.

[Graham_A]

It can also be relevant to current VM broadband customers who have maybe moved house or had a break in contact since the problem email account was originally set up.

[John_GS]

Hi tenaka30

Thanks for posting and welcome to the community. I am sorry about the email issue. I agree with what Graham is saying here about the email possibly not related to your current Virgin Media account (thank you as always for the help, Graham).

I will send you a PM though to check this, if it's not, there maybe very little we can do just to set your expectations at this stage. 

Best,

[John_GS]

Thanks for joining me on PM tenaka30

I've raised this with IT to sort out and I hope to hear back from them soon. 

I'll report back when I do but if you need anything in meantime, just pop us a post

Best wishes,