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 

[Sololobo]

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@Vikki_M wrote:

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. 

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If you refer to the post from Drick, three up from yours, you will see the answer to your question:-

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.

[Carley_S]

Hi @Drick 

Sorry to hear that you're still experiencing this issue with the locked email address. 

Can you please try to reset the password to one that's never been used before for that email address and then wait at least 20 minutes before trying it to see if it's worked, it is very important that you do wait the 20 minutes before trying this.
 

[Drick]

HI Carley, 

sorry for the slow reply, so you mean the password for her Virgin Media account or for the password for the email app. 

[Zach_R]

Hi @Drick,

It'll be the password the email account, not for any third party email app.

Thanks,
 

[Drick]

Hi there, I realise that I don't need to change the email for any third party email app, I wasn't sure if the was a different password for her Virgin Media account (to access her bill etc) and her Virgin Media email account. I'm assuming that they are the same thing, so I've changed her password and left if for over an hour and it's still giving the same message saying that the email address is locked. As I said in my initial message she did ring Virgin but got all mixed up with her password details so the person she spoke to said that they would write to her. Unfortunately she hasn't received a letter so is still locked out of her emails. It would be useful if someone from Virgin could just unlock her account and explain why it was locked in the first place so we can avoid this happening again. 

[Ashleigh_C]

Thank you for popping back to us @Drick and I am so sorry again that this issue has been ongoing.

We could look into the account here but we would need to speak to the account holder for security reasons. 

Would she be able to create an account on the forums and post here so we can chat with her? Presuming she is the account holder. 

[Drick]

Hi Ashleigh, sorry for the slow response but I've had this bad cold that's going around. Finally got my MIL set up on the forum and she posted a message about her problem. Her user name is Jane_s and she posted a message called 'Unlock my email account'. If you could respond to her and let me know when you have that would be great as I'm probably going to have to talk her through logging onto the forum again

[Gareth_L]

Hello Drick.

Thankyou for your reply.

Ashleigh is off this weekend, So I have picked up your MILs post now and will reply to her.

Gareth_L

[woodael1]

Hi Drick

I now have the same problem. I have managed to get to Step 2 but Step 3 just doesn't work.  I try to change the password in the app and it tells me I need to change it via my virgin media account and that still says I'm locked out. Hope you get your mother-in-law's sorted. VM certainly don't make things easy! 

[DonnyDriver]

My mother-in-law also has experienced this today. I've logged into her account and reset her password but it still says her email is "currently unavailable".

She's 86 - she's unable to fix this herself. I thought I could but seemingly not. What is going on?