Virgin Media Mail Account is currently unavailable (on sub email account)

[dkenny1]

Hi

We have NTLworld email accounts, I am the primary and my wife has a sub account.

I can access mine fine (both logging in directly and via Gmail pop/imap etc) however my wife's sub account will not let her in.

Every time we try, we are pushed to a page saying "Your Virgin Media Mail account is currently unavailable". This page first suggests a password change on the overall account password - tried that, no change. It also suggests going into account settings and changing the app password, but there's no option for that.

I have seen others posting here with the same issue and VM support appear to be able to help (I tried calling telephone support but they just keep resetting the main password and that changes nothing)...can anyone help us please? Seems something about her NTL email account is locked or broken?

[Graham_A]

You need to change the password for the secondary account and then generate an app password for the secondary account in order to unlock it.  It can take up to an hour after going this before the account is unlocked

Step 1: Each email address now has its own My VM account

Secondary accounts changes now have to be made via the My Virgin Media account for the secondary email.

Sign into the account here: https://www.virginmedia.com/my-virgin-media using the email address concerned and the current password. Once logged in click on Account Settings then Account details. You should now see the options to change password etc.

If that isn't available try https://www.virginmedia.com/my-virgin-media/forgotten-details/password

If no security answers have been set for the email address concerned then you will need to call in for support and select technical issues> email

Step 2: VM have recently changed the log in requirements for accessing VM Mail via third party apps.

If you change the password for the account in My Virgin Media > Account settings > Account details you will not be able to use the new password to access the account via an email client. Email client access now requires an app specific password which can be generated in the MyVM > Account Settings > Account details > Mailbox App password management

[dkenny1]

Thanks Graham. Problem is, there is no option for an app password when logged in to the secondary account when I go to account settings > account details. Does it take the hour or so for this option to appear, or is something wrong here?

[Graham_A]

@dkenny1  The option seems to be a bit reluctant to show sometimes, often a page refresh will bring it up.  However, try using this link: https://www.virginmedia.com/my-virgin-media/account-settings/mail-settings

If you see an oops message just click on try again.

[dkenny1]

That works with my primary account logged in and shows the option, but on the secondary account I get a page with a sad face saying "Oops, looks like something's wrong on our side. Please try again". Tried a number of refreshes, closing the browser down and starting again etc, never works.

[Graham_A]

@dkenny1 Thanks for trying.  The VM Forum Team staff should pick this up tomorrow.  In the meantime can you try using a different browser or open an incognito/private browsing session in your usual browser and try again.

[dkenny1]

Tried incognito mode, same outcome. Thanks for your help anyway, I'll wait for the VM forum team to reply.

[Natalie_L]

Hi dkenny1,

Thank you for reaching out to us here on the Community. 

We apologise for the issues you are experience with the secondary email account. 

We will do all we can to help with this issue but before we proceed, can you please confirm which browsers you have attempted the change on?

If not already tried, can you please use Chrome and let us know if this makes a difference?

Thanks, 

[dkenny1]

Hi Natalie. I've tried Chrome, Chrome in incognito mode and also FireFox. All exactly the same result.

[Natalie_L]

Thank you for confirming dkenny1. 

We would be happy to take a look from our side. 

to do this, I will just need to pop you over a private message and this will be available via the red bar at the top of the page. 

Thanks,