Virgin Media email locked

[SEB37]

Whilst on holiday at the beginning of September, my husband (rnbw) had his virgin media email locked and has been unable to get it unlocked.   He has been on the Community web site, but because he wasn't the account holder (I am) he was denied help for security reasons.   I would very much appreciate help in resolving this problem because it is quite possible that important emails have been sent and he has no knowledge of them. 

[raythebike]

Hi Seb37. I had the same problem since also being on holiday. The online chat is useless and the help pages to reset passwords are difficult to manage.

I had to change my sign on email to a non virgin email account with a new password. 

Then contacted technical support on 03330005925, who helped with the process of retrieving my locked account. I'm back on now and had to reset the settings on my phone as the port numbers had changed.

Hope this helps.

[SEB37 · Accepted solution]

Thank you for your response.   This is exactly what my husband tried,  but when he clicked on the link to reset the password it whipped through the settings giving him no opportunity to enter anything and then starting that the link had expired. 

[Daniel_Et]

Hi @SEB37, thank you for your posts.

We're sorry to hear about the problem your husband has been having 😔

In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Regards,
Daniel

[MN62]

Hi Daniel.

EXACTLY the same issue here. I'm trying to help my Mum (aged 90!), whose email was locked out whilst in Spain recenty. I have spent HOURS going round in circles trying to reset the password. It must certailny rank as the most complicated useless system yet devised. I have spent 40 years building software and this is pretty high up on the list of rubbish systems i have looked at. 

Same problem as the rest of this thread - try to reset, get email (eventually), link from email takes me to screen which immediatly tells me the link is out of date, and round and round we go ....

As others mentioned, on line chat worse than useless ...

HELP PLEASE !!!

[Alex_RM]

Hi MN62,

Thanks for posting and welcome to our community 🙂

Sorry to hear your mother is having some issues with her emails. Just to confirm has this been tried-

•    Head to the My Virgin Media website: virginmedia.com

•    Click My Account (top right corner)

•    Select Sign in to My Virgin Media

•    Enter and submit login information

•    Once signed in, select the Account Settings option.

Alex_Rm

[MN62]

Hi Alex - great to be communicting with a person at last!, yes done this a zillion times. Get to a/c settings then account details, then try to edit password - and then goes round and round. 

first problem is that is says i have already tried to do this - i have (lots of times ...), says go find the email sent, do this, click on link, then goes to screen saying link is out of date .... select 'try again', eventually another email arrives (but not always), select link, goes to screen saying link is out of date, and round i go again. All extremely frustrating!

can you not just reset something at your end ????

[MN62]

further to my reply yesterday, is it possible for you to communicate to me via my email linked to my forum id please??

my mum is getting very frustrated at her lack of emails. When you get to her age it is one of the most important ways of communicating with friends at. 

Help!

[MN62]

Hi Alex,

any news on this?

thanks

[Kath_F]

Hi MN62, 

Thanks for coming back to us with an update. It can take us a few days to reach any replies and we're not able to communicate via email I'm afraid. 

In terms of resetting anything this end, it's not something we can do. It has to be done through the My VM account I'm afraid. 

Please try refreshing the cache, cookies and browser history before re-attempting. You can view the full steps that need to be completed here. Once you receive the link, as you would have refreshed your browser it should validate and allow you to continue. 

Keep us posted on how things go. 

Thanks,