My Virgin Media account password has stopped working so I can no longer login to My Virgin Media or my email account. I've tried using the "Forgotten your password" option but when I enter all the security information I know is correct it's telling me it's not. When I then try the "Forgot the answer to your security question" option then enter the correct account details and bill details it tells me they are wrong again.
Entering my security answer in uppercase has allowed me to reset my password and I am now able to log in to My Virgin Media but still can’t access my email. It says “Your mailbox isn’t available at the moment. Please retry in an hour...” so I’ll leave it for now and try it again in the morning.
Well I tried again this morning and am still unable to access my emails. This is my account's primary email address but I also discovered this morning that my three additional email addresses aren't working either, they are all saying password is incorrect. As an experiment I changed the password on one of them and was able to log in but get the same message as I do with the primary account “Your mailbox isn’t available at the moment. Please retry in an hour...”.
I guess all I can do now is wait for the Forum Team to get in touch with me.
It's been nearly a week now and I am still unable to access my email accounts, primary and additional.
On Saturday David_Bn (Forum Team) told me that a note (REFERENCE: F008097842) was left on my account to say that my email account had been locked due to supspicious activity. He asked me to scan all devices that access email, which I did and found all were clean. He then raised a ticket with the IT Team regarding getting my accounts unlocked. I've since heard nothing so messaged David_Bn on Monday and he hadn't either. However he is now away until Monday 15 June so I haven't been able to contact him since for updates.
My whole family being without email access is becoming very problematic so wondered if another Forum Team member could please look in to this for me in David_Bn's absense?
Hi MaDaSp, sorry to hear that you're still having problems accessing your account. I've looked at the ticket and it's still open. It can them them up to 10 days to get back to us. The advice given by the system for the internet security unlock states to fill out a form also. I'm unsure whether this was done by David but I've done this for you just in case.
I'm sorry for the time it's taking but please give it a few more days and get back to us if you still can't get in.