Virgin Net email issue 'Oops something has gone wrong'

[riordas1]

Hi all,

Here's hoping someone can help.

I have had a 'Virgin.net' email address for probably 25 years. On Monday 17th, it suddenly stopped working.

Reading the Virgin Media webpages, they appear to have changed the security surrounding email access. There is a page describing how you now need a different email address to access:

https://www.virginmedia.com/help/virgin-media-mail-unavailable

So I tried to follow all that, but I seem now to be stuck in a loop. Whenever I try the 'forget password' option for either the Virgin.net email address, or the new one, I just get a 'pop up' that states ' Oops something has gone wrong' 

I called on Friday 21st (yes I wish I had had time to call sooner  😞). They have raised a call with their IT, and have quoted me a 5 day SLA. (I called again on Saturday and today too (June 24th), I feel I am being 'fobbed off'.

It's incredibly frustrating as they keep asking my wife to go through 'security' as the TV /Broadband is in her name. My email predates our YV/Broadband contract with Virgin media..

The whole process is painful, and now the latest comment was some guff about that the Virgin.net emails were taken over by Talk Talk, how does that help?

If I had a relationship with TalkTalk, I'd call them, but I don't!!! Like everyone, I have important 'stuff' I need in my emails to to with work & holidays that I really need to access...

Any suggestions welcome please?

And yes I will cease to use 'Virgin.net' once I can get back into that darn thing!!!!!! 😁

AAAAAAARGH!!!!!!

[goslow]

If you log into the primary 'My Virgin Media' for your VM account, do you see the inaccessible virgin.net email listed as one of the secondary/subsidiary email accounts? i.e. is it associated with your VM package?

[riordas1]

Hi no I don't see that I get two options:

Sign in to My Virgin Media

or

No Account Sign up

If I try to then sign in using the Virgin.net email - my password does not work, so I try 'forgot password, and I just get 'oops something has gone wrong.'

I have tried both my Virgin.net email and the new one I have set up - each without success

[jpeg1]

For signing in to My Virgin Media you now need a non-VM email address

https://www.virginmedia.com/dpb/help/change-my-virgin-media-email-address

When you log in you do need to check that the email is linked to that account, otherwise VM may have deleted it.

[goslow · Accepted solution]

We might be talking at crossed purposes a bit here possibly.

You (or possibly your wife if she is the account holder) need to log into 'My Virgin Media' using the primary account details (this is the one where you can see copies of your bills, see your contract/package info, usage charges etc.)

Once you have done that try going through

account settings>account details> bottom of page under my other VM accounts

and see if the errant virgin.net email account name is listed there.

I don't have access to MVM or VM email myself any more so have lifted the above from a past topic.

If that's no use wait for a VM forum team reply, usually within a few days.

(If your virgin.net account predates your VM contract, I am wondering if it is not associated with your VM account and may have been deleted. That said there have been a lot of login/functionality problems on here recently so there could be other explanations too).

[riordas1]

Just to follow up on this, VM have called me today. I think the problem is it and I am not associated with the Virgin Media account we have at this house. It has alway been in my wife's name as Primary account holder. VM don't seem to be able to add the email address that I can't access to the household account, unless I go through some security. But if I set this mail up decades ago, I am going to struggle to remember any passwords or similar I had on the account...

So hence stuck

Thanks

[goslow]

That's what I was thinking above.

I can't remember the process (if there is one) to reassociate an email address to an account. Others on here might know (or if it can be done at all)

Wait here for a VM forum team reply. You should get more sensible/useful help via that route than on the phone.

[riordas1]

Re:

(If your virgin.net account predates your VM contract, I am wondering if it is not associated with your VM account and may have been deleted. That said there have been a lot of login/functionality problems on here recently so there could be other explanations too).

Yes that is it absolutely, my email predates the contract my wife has with VM, and in reality it predates my relationship with my wife too ! lol  😭.  They have changed their email process - and I have clearly 'botched' the sign in... that said, am still mystified as why their IT can't explain the 'oops something has gone wrong ' message, rather than focussing on security...

Am discussing with them on Twitter too.. oh joy 

Thanks for your hep so far...

[Ashleigh_C]

Hi there @riordas1 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you have faced this issue and thank you to our community team here for all their help so far. 

If you are already chatting with the social media team they may have already explained that we would need to discuss this with the named account holder, and if the email has not been added to the account then this may have been orphaned. 

If you do require any further assistance please do pop back to us here but hopefully the social media team can explain everything for you.

[riordas1]

Hi yes I think this is the issue.

Having been without access since Jun 17th, I was losing the will…

So its not fixed yet, but the key thing seems to be that my email is attached to an old account number (dating back to the 90’s), which of course I have no details of…

Talking to Vishnu yesterday- by giving him my old address (from over 17 years ago) that seemed to pass security…

So he offered a solution which will be to add the email address to the current VM account number that is in my wife’s name at where we live now.

I really hope this works, as there have been real consequences of this both financially and emotionally to me.

What angers me is that VM gave me no notice if this change to their security. The first I knew was when my email ‘crashed out’ June 17th. 
Clearly I will stop using this email address now, but like most people I have a ton of historical ‘stuff’ sitting in my archive.

So I wait for a call from VM….

And maybe I’ll be investigate my legal position, once this is resolved.

if anyone has ever taken VM to the ‘small claims’ I’d be interested in how you got on.

Thanks to everyone who has read this and commented