Virgin.net email account is missing

[Surussell]

My husbands virgin.net email account seems to have been removed, I have read the threads from last year regarding orphan accounts- we have full virgin package inc broadband but they are linked to my email- is there anyway we can access his virgin.net email account even just to access previous email and allow for him to move contracts and accounts etc to a new email provider?

[coenoby]

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@Surussell wrote:

My husbands virgin.net email account seems to have been removed,

If you are getting the "Mailbox unavailable" error when trying to access the account via the VM website then it may just be that the account has been locked. That can often be resolved by resetting the password. Enter the virgin.net address and current password here https://www.virginmedia.com/my-virgin-media 

Then click on Update settings then Account details. Scroll down the page and you will see a place to edit (reset) the password.

Leave it about 15/30 minutes before trying to sign into the email account with the new password.

" is there anyway we can access his virgin.net email account even just to access previous email and allow for him to move contracts and accounts etc to a new email provider?"

If the account has been deleted the Forum Team (VM employees who support this forum) can sometimes regain access for you. However that depends on the situation with the email account. In many cases it is not technically possible to do that.

Try the reset password route to see if that works but if it does not one of the Forum Team will contact you via this thread in the next day or so.

Coenoby

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[Surussell]

Coenoby, thank you very much for trying to help but the only email linked is mine- when I try and reset password for the virgin.net email it doesn’t even accept the security questions so we cannot move past there.

hopefully a VM person can help.

Thanks again 

[coenoby]

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@Surussell wrote:

hopefully a VM person can help.

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I am sure they will do their best. I have escalated this thread to the team so one of them should be contacting you via the forum, hopefully today.

Coenoby

[Zach_R]

Hi @Surussell,

Thank you for your posts and welcome to our community forums. We're here to help.
 

I'm really sorry to hear you're facing some issues accessing your email address. Would you mind confirming for me how you're going about trying to access the email account, and exactly what message appears when you attempt to access it?

Thanks,
 

[Surussell]

Truer to access email on phone and iPad- just shows no emails. And when trying to access on VM help pages ie charge password as password does not seem to be recognised neither  does the security information . Talked to customer assistant on virgin media who advised that as the email in not linked to any virgin media product they cannot assist?