Unable to reset email password

[Fedup1978]

“If you have any issues 30 minutes after trying the password reset method, do post in our email board with what you have tried, the error message and a screenshot (omitting personal information) so we can assist further. “

Re the virgin media message about resetting passwords to access emails, I have tried this on numerous occasions and I use the iPhone suggested password and ones I have thoughts of myself but it won’t reset.  I think it’s an ‘orphan’ account as our Virgin account is in my husband’s name.  I have now given up with virgin emails but just want to access my historical emails as I am trying to locate something I have purchased.  Could someone from Virgin please help

[Zach_R]

Hi @Fedup1978,

Thank you for your post and welcome to our community forums. We're here to help.

I am sorry to hear that you're experiencing some issues accessing an email address/account. May I ask how it is that you're trying to access it exactly? Can you also confirm for me if this is linked to an account with an active broadband service with us?

Thanks,
 

[Fedup1978]

Hi, as I said it’s an orphan account, set up years ago as a free email account.  I don’t want to use the account anymore, it’s too much hassle to be honest, but I do need to access the emails already received.  
I was originally using Apple Mail but that stopped working.  I then used webmail, but now can’t log in to that either.

We do have an active broadband and tv account but in my husband’s name.

[Ayisha_B]

Thanks for coming back to us. 

Was the email address concerned linked to your husbands broadband service?

[Fedup1978]

I don’t think so.
It started earlier this year when I couldn’t send emails but was still receiving them, then I couldn’t access my inbox through Apple mail but could still see it on webmail.  Then for the past few weeks I can’t get into webmail 

[Steven_L]

Thanks for coming back to us Fedup1978, if the email address is orphaned, we cannot allow any access to the account as we cannot map this to any account. The only thing that we can do would be to delete the email address from our systems.

Kind Regards,

Steven_L

[Fedup1978]

That’s really not helpful.  Why can’t I unlock it myself using the information I gave when I set it up?  Virgin Media are terrible for moving the goalposts!  When I set it up about 9 years ago it didn’t need to be tied to an active account, it was just a free email address.  It puts me off using Virgin media in general tbh.  I have looked at getting a mobile contract with you before, but the reviews about you changing the price mid-contract put me right off!

please explain to me why it has been locked in the first place and why I can’t access my historical emails, even just to forward them to my gmail address.  It makes all your services seem unreliable.

[Steven_L]

Thanks for coming back to us Fedup1978, it has always been the case that you need to have an active Virgin Media account to have and use an email address with us, this is detailed in the terms and conditions of the contract that you would have agreed with us. Did you have active services, when you set the email account up ?

The reason that your mailbox has been closed is because  you dont have an active Virgin Media account. 

Kind Regards,

Steven_L

[Fedup1978]

I have had 2 virgin email addresses that I just set up online, like you can easily set up gmail accounts.  You are not doing your reputation any favours by blocking these accounts.  I will speak to my husband about closing our TV, broadband and phone account and we will take our business to a more reliable company!

Your customer service could do with some work Steven L!

[Paulina_Z]

Hi @Fedup1978,

Thank you for coming back to us about this ongoing query. I do understand why you're unhappy with this process, however, if your email account is no longer linked to an active email account, we are unable to access it or re-activate it. As my colleague advised, this would have been written into the Terms and Conditions of the contract you agreed to when taking out services with us. 

I'm sorry if you're unhappy with the service you've been provided, we want to be transparent with our customers and ensure that our customers understand our processes.

We would hate to lose you as a customer over this issue. However, we are limited as to what we can do in this instance.

If you need help or assistance with any other issues. We're here to help.

Thank you.