Virgin.net email

[eesbees]

I have been blocked from accessing my Virgin.net email account.  None of the online suggestions have provided me access.  I have phoned, done online chat and finally resorted to writing to Virgin asking for help with no joy.  Virgin states that they will respond within 48hrs of receiving a complaint.  I gave an alternative email and my phone number in the hope that someone would respond.  Have they sent any responses to the email account I cannot access.

All I want here is to be able to access my email account.  I have loads of stuff on there that I need access to and Virgin are doing nothing other than making this a very difficult situation.

[jpeg1]

Have to tried access using an email app AND using a browser for webmail? 

Can you still access the broadband account that the email address is linked to? 

[Kath_P]

Hi eesbees, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear your email account has been locked. There are some steps you'll need to follow in order to resolve this. 

Please log in to My Virgin Media here > Click on Account settings > Virgin Media Mail settings > scroll down to the App password section and click the Generate new App password button.

You should get a pop up message asking you to verify your email address and you'll need to use a 3rd party email address to continue. You'll be sent a one time passcode to enter on the next page to verify it's you. Once verified you can then update the mail password.

Wait 10 minutes and the Virgin Media email address should unlock. 

These changes have been put in place as Multi-factor authentication (MFA) is now required. Just as a side note, when logging in to My VM, you will continue to use your current log in details. 

Please let me know how you get on and apologies for the inconvenience.

Thanks,