Virgin net email not working

[Markscrafton]

Hi, I have been locked out of my virgin.net email for a few days and have spoken to your telephone support. When I try to reset my password via the online link it won’t accept a new password, the support team tell me they can’t update it as they can’t see my details. They tell me it’s a talk talk issue and to contact them. When I speak to talk talk they can’t help either. I’ve been a virgin customer for over 20 years and feel like I’m being totally fobbed off by the customer service, being a virgin media customer shouldn’t I be able to use the email I’ve been using for all this time ? Can you help as I’m getting nowhere with the support team ?

[Graham_A · Accepted solution]

Can you confirm that you have a current VM broadband account and that the virgin.net email address concerned is attached to the account?

There appears to be an ongoing bug in the password reset process whereby it sometimes says that the new password hasn't been accepted when in fact it has.

[Markscrafton]

Graham_A - great advice ! I just changed my password and tried logging into virgin webmail using new password and it’s worked ! You’re absolutely correct about the bug ! You’re an absolute star as I’ve got my email back !brilliant, thanks again !