Your Virgin Media Mail account is currently unavailable

[kev801]

I can not access my 2nd @ntlworld.com e-mail this has been a problem since 18/06/23 I have done everything that has been ask of me in this message and it still does not work? Please can someone help with this.

Your Virgin Media Mail account is currently unavailable

This is either because your Virgin Media Mail account is locked, or because you don’t have an active account with us anymore.

If you have an existing Virgin Media Mail account with us, please follow the steps below, as your account may have been locked as a security precaution.

Follow these steps unlock your Virgin Media Mail account

Step 1.
Go to My Virgin Media : to create a new password for your My Virgin Media account. We need you to create a new password for this account as there may have been a security breach.

• Select Sign In
• Select Forgotten your email or password? under the password box
• Follow the instructions to change your password

Step 2.
Next, we need you to generate a new password to be used specifically for signing in to third-party mailbox apps (like Outlook or Gmail) to access your Virgin Media Mail emails. Even if you don’t use these apps to access your emails now, we still need you to reset the password anyway to fully secure your account.

1. Sign In to My Virgin Media
   a. Go to Account settings, then Account details
   b. Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail
   c. Then, under Virgin Media Mail app password tap Get password
2. Continue the flow and a new secure password will be generated for you
3. Update any third-party apps that you use to access your Virgin Media Mail emails with this new app password

Please note that as this password is separate from your sign in details for My Virgin Media (or any Virgin Media apps) this won’t affect your My Virgin Media password. So, if you check your Virgin Media Mail emails through My Virgin Media or at mail.virginmedia.com, you'll still only need your My Virgin Media password.

Step 3.
Once your password's reset, make sure your emails are not being forwarded without your knowledge.

• Go to mail.virginmedia.com
• Sign in with your username and password
• Click on Menu (top right) and then, Settings
• Expand the Email option
• Select Auto Forward

This will show any email addresses set to receive forwarded emails from your Virgin Media mailbox. If it shows one you don’t recognise, select and delete the forwarding rule.

Virgin Media takes your security very seriously. That’s why we always want our customers to know what’s happening as soon as an issue is detected. It’s our policy to proactively advise customers of external security threats which may affect them in the ever-changing digital world.

[Robert_P]

Hello kev81

We're sorry to hear of the email access issues experienced recently, we can understand the frustration and appreciate you taking the time to raise this via the forums.

We're happy to help with this and I will send you a Private Message to get some more details from you to assist. Check the envelope in the top right of the forum when signed in for the message.

Rob

[Robert_P]

Happy to help get this resolved for you kev801, if you need us again in the future please don't hesitate to get in touch via the forums 🙂

Enjoy your weekend!

Rob

[kev801]

Great service from Rob.  Thank you very much for fixing the problem.

[Robert_P]

Happy to help kev801 🙂

Rob

[simoharv63]

Hi

My wife is having the same issues as Rob801 above and is just going around in circles.  She would have sent this message herself but she needs to verify her forum account which she can't do as she can't access her email account.  The emails she receives via her mobile stopped last Tuesday 19 September (when we were abroad) and on her computer there hasn't been any updates since 10 September. Can you resolve this issue?

[Kath_F]

Hi simoharv63, 

Thanks for taking the time to get in touch via the Community. 

We're sorry to hear you've been having an issue with your email address getting locked. This usually happens if suspicious activity is noted or you're using an app with an older password.

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,