I've had an email address with you guys for a number of years - I believe it was previously on my parents account - however I've continued to use it - and my current MY VM login is actually this email address also.
I've never been able to login via the mail portal - only via mail apps - it always gave me the "Your mailbox is not available at the moment." - however this was never a problem because I could use my phone.
I believe I've recently been hacked as I was experience a lot of failed delivery attempt emails - now my account has been blocked by you guys as you've detected it's sending out spam (apologies!)
I really need access to this account as it's my main account - however I can't reset the password because the email address doesn't show in my virgin media account.
Could someone help? I have tried resetting the actual VM account password but this doesn't do anything other than change the actual login for the my VM.
If the email address concerned is a secondary account on your parents account then they will be able to change the password for the account. They will need to sign into their My Virgin Media account with the primary username and go the the Manage Accounts tab.
If they no longer have the VM broadband account then you are stuck with an orphaned account. If this is the case the only thing that VM staff will be able to do is ensure that the email address concerned is fully deleted from their systems.
If the address does still exist on your parents account you should think carefully about the implications of this. The address is theirs as long as they remain customers and they have full access to your email account. They can read all your emails and change the password or delete the account if they choose to.
You would be well advised to create a new email address independent of any ISP and use that going forward.
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