Unlock Virgin Media account.

[Drick]

Hi everyone, 

My mother in law emails have stopped going through to her tablet. She gets a message requesting the correct credentials. We've tried accessing through the online virgin media email and she gets a page called 'Your Virgin Media Mail account is currently unavailable' that list a number of steps to unlock her mail account. We've tried to follow the instructions but hit a brick wall because she doesn't have another email address that isn't a Virgin one. So we rang the help line and the guy we spoke to couldn't help and has referred it the technical team but the response could be up to 5 working days. 

So in the meantime I've created a google.mail account for her and using that I've changed her password as described in step 1. However we've hit another issue when it gets to step two, getting a new mail password. We can get into her account and go to the Account Settings, Account Details as it says in the instructions but the 'Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail' bit isn't available on the screen. 

Can anyone help 

[Maddog2013]

Hi Drick,

I have the same problem. I have been without email for a week now, and waiting for the tech dept to fix the problem. I’ve been told it’s because VM updated the spam settings and has knocked out thousands of email accounts. I have waited two days now for IT to address the problem. I did have a phone conversation with a guy who seemed very knowledgeable but couldn’t get to an answer for me and deferred to IT.
My worry is that the account has been hacked and being used by scammers, as no-one seems to be able to fix it. 

[Graham_A]

@Drick  For some unknown reason that link doesn't always show up first time.

Try using this link: https://www.virginmedia.com/my-virgin-media/account-settings/mail-settings

[Drick]

Hi Graham, thanks for getting in touch. I thought you'd cracked it at first but then I realised it was still linked to my account. When I changed it my mother in laws account the link just came up with a screen saying there was a problem there end and to try again. I've tried 4/5 times with the same result. When I've logged by to my account the link worked first time but again repeatedly failed when I logged back into MIL account. It looks like there's something fundamentally wrong with her account settings. 

[Graham_A]

@Drick  Looks like the Virgin Media Forum Team staff will need to take a look at what is going on with your mother in law's account.  They will respond here in a day or so. However they will need to clear security with the account holder to move forward.

Can you confirm that your mother-in-law's email address is attached to a current VM broadband account?

[Drick]

She has a virgin media email address but the email address she now uses to log into her account is a Gmail account because this was what the instruction we followed required. 

[Graham_A]

@Drick Thanks that is the latest requirement from VM to set a third party email address as the username.  However the question that I asked was is the account linked to a current Virgin Media broadband account?

Unfortunately there is a large misconception that VM email addresses will continue to operate even after the broadband contact has been closed.

[Drick]

Sorry, I didn't understand what you were asking. Yes she has a current virgin broadband account. She got a tv, broadband and phone bundle. 

[Vikki_M]

Hi Drick,

Thank you for your post and welcome to our community.

The process does require a non Virgin Media email address so we can verify the customer.

If she doesn't have one, she would need to create one please such as gmail or Hotmail for example.

Please let us know if this then resolves the issue for her. 

[Ozzie2203]

I really could do with some help. Have been locked out of ntlworld emails nearly a week now, all attempts go round and round. Password not acceptable etc. Can I get some human help please😔