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Webmail malfunctioning due to missing account data

Very Insightful Person
Very Insightful Person

Webmail malfunctioning due to missing account data. Some of the issues caused by this are as follow:

  • highlighted profile signage is absent due to missing account data:
  • unable to select Reply to sender, Reply to all recipients, Forward, Delete options for selected  message
  • ⚙ > Accounts section is blank:
  • ⚙ > E-Mail > Compose section is blank:
  • select Compose with Inbox folder selected does nothing
  • select Compose with any folder other than Inbox selected cause the following error:


Trying the following had no affect with resolving the issue:

  • clearing browser's cached data
  • changing account password
  • using browser's Incognito / Private mode
  • using an alternative browser
  • using an alternative operating system / device

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Accepted Solutions

Very Insightful Person
Very Insightful Person

I will not be pursuing this issue because the email account involved is not linked to my current broadband account, i.e. it is not listed under Account settings > Account details > Manage other My Virgin Media accounts when signed in with primary account holder's authentication details


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Forum Team (Retired)
Forum Team (Retired)

Hi 用心棒,

Thank you for your post and the information on what you are seeing when accessing your account.

We have linked in with the moderators and made them aware of what you are experiencing. 

Currently we are looking in to other users messages and reports to determine if this could be related to the known email issue.

We apologise for any inconvenience caused and will provide updates as soon as we possibly can.






I confirm that I am having the same issue as detailed above. I can only read emails, I am unable to carry out any other tasks such as compose, reply, forward and delete emails as I get the no entry symbol when hovering over icons which are all greyed out. My address book of contacts is now empty and I cannot add spammers to the blacklist via the 3 horizontal lines dropdown list as this facility is missing. I am using webmail via my Virgin Media account, I have run a complete cleanout of my PC and I have changed my password which had no effect. In addition several of the sections/buttons in the email account settings are blank, unresponsive, giving off error messages or are stuck on continuous loading of the page. I suffered from the recent problem of loss of emails from folders which I assume has been rectified, although it's impossible to tell if years worth of emails are all present. However the above problems are now occurring which has put me in an even worse position.

Very Insightful Person
Very Insightful Person


as a temporary workaround consider using an email client, i.e. Thunderbird or similar.


I'm having the same problems.

Is anything being done about this problem with webmail which is malfunctioning? Do you know when it might be fixed by?

Hi @Cantante thanks for your message and we're sorry to hear this.

We are aware that this is an issue at the moment - we are investigating this and hope to resolve things ASAP.

Many thanks for your continued patience.


Still the same problems. Is it being dealt with?

On our wavelength

Me too - same problem - reply/forward/etc all greyed out, nothing in the account details - can access fine through outlook and phone, but not on the web app on the pc, which I use for checking what has dropped into the spam folder

Very Insightful Person
Very Insightful Person

Is there an update for this issue; a month on from when first raised?