What's going on with Virgin email? Please help!!

[JLC28667]

Hi

I have had the same virgin.net email address since 2001 and it has worked fine.  Except the last few months when I have had so many problems it makes me want to ditch everything virgin & O2 touch forever

First I had problems with using my virgin.net address with Mac mail. It locked me out until I reset the password to use  the address on a 3rd party app. Did that. Same thing happened a few months later. Reset again and a few weeks later it no longer works.

To make matters worse, whenever I had problems I could always access my email via the virginmedia website. Now even this won't works - it tells me the email and/or password are wrong, even though they are the same email and password I have been using since 2001

What's going on? Are virgin just technically inept?  Any advice welcome

JLC

[Sabrina_B]

Hi @JLC28667 👋.

Thanks for reaching out to us and welcome to the Community Forums. Apologies for the issues that you are having with your email access, this is related to a number of email domains that are considered a legacy email and are facing security issues. In order to resolve this we have been asking the customer to use another email address that is not associated or part of Blueyonder, NTLWorld, Virgin/Virginmedia to be used as a more secure secondary piece of security validation and to generate a new password for the account. 

Sabrina

[JLC28667]

Many thanks for your reply but I don't understand what you mean.  How can I use another email address "to be used as a more secure secondary piece of security validation and to generate a new password for the account" if I can't actually log on to my email.  Here is a screen shot of the message I get when I try to log in.  Like I say, I have been using the same email address and password for 20 years and it just suddenly stops working, with no warning

[JLC28667]

Many thanks for your reply but I don't understand what you mean.  How can I use another email address "to be used as a more secure secondary piece of security validation and to generate a new password for the account" if I can't actually log on to my email.  Here is a screen shot of the message I get when I try to log in.  Like I say, I have been using the same email address and password for 20 years and it just suddenly stops working, with no warning

[Paul_DN]

Hi JLC28667,

For resetting the password for mailbox, please carry out the following steps:
1.Login to their MyVM Account
2.Click the Account Settings tile
3.Next, they need to select the Virgin Medial Mail Settings tile
4.The next page will display a Red Button labelled ¿Generate new App Password¿
5.The customer will then be presented with an automatically generated password.

Regards

Paul.

[JLC28667]

Hi Paul

Thanks for your reply but this doesn't work, because I can't log in to my VM account because it tells me my email and/or password are not correct. But they are the same ones I've used for 20 years. So if I can't log in to my VM account I can't generate a new password.

Regards

John 

[Daniel_Et]

Hi @JLC28667, thank you for your response.

What's happening when you're clicking on the "Forgot your email address?" and "Forgot your password?" links, and following the instructions?

Are the details you're providing being recognised?

Regards,
Daniel

[tuforoiff]

Have exactly the same problem. Email blocked all of a sudden, chose a new email address (as instructed) and now not only can't get to email I can't login to the my virgin media account either. You can't get a sensible answer out of Virgin 

[Molly_T]

Hi Tuforoiff 👋 Welcome to the community! Thank you for joining this thread and posting. 

Sorry to hear about these difficulties with your email access and getting My VM to work! It would be good to have a little more information about exactly what is happening when you try to access. - Are you getting an error message or code? If so, please let us know what this is! 

You can find our help pages on managing your email here 👉 How to manage my email account | Virgin Media Help and how to manage your account (Your My VM account) here 👉 How to manage my account | Virgin Media Help . 

It's worth noting, that we may request you provide a non blueyonder, NTLworld, or Virginmail account to set up as the login - to help with second factor authentication and generating passwords for 3rd party mail apps. 

I will send you a PM to confirm a few details, and offer support ensuring you have everything set up correctly. (We can help send out a new verification email to an alternative address for My VM registration if needed too.)

You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞

[JLC28667]

Hi Molly

Just following up on your recent post on this thread.  When I try to sign in the message I get says "Your email or password was incorrect. Please try again or go back to change your email"

I really don't understand the problem.  I'm still receiving emails to my phone and on 3rd party email app (Mac mail) and can still send emails, I just can't access the email via Virginmedia.

I'm really worried about tinkering with it because I have used the email address for my son's school applications, so if anything goes wrong and I get locked out of it that would be catastrophic. Can you suggest any 'safe' fixes?

Thanks

John