can not log in to virgin.net email

[Flemd]

Hi i really hope some one can help.

I was auto logged out of my virgin.net email as the webmail page was idle for a while. I tried to log back in and got a 

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

I followed all the steps for reseting passwords with no luck. I  set up a gmail account so that i could change the login email as requested and now i can not log in at all with either my virgin.net email or gmail address.

I am desperate now as i am in the middle of a number of issues i am dealing with via email (NHS & DWP) and really need access asap.

Thanks David

 

[goslow]

Are you currently a VM broadband customer?

[Flemd]

No im not. Its an old virgin.net email. it was all working then it logged me out. i went through the process for non VM email recovery and changed login to a non virgin email and now i can not get back in with either the virgin email nor the non virgin email.

[goslow]

Unfortunately, if you are not a VM broadband customer, VM will be deleting your mailbox in all likelihood.

VM has been clearing out legacy email addresses which are not associated with an active VM broadband subscription.

[Flemd]

I am aware of that now. But i am hoping that someone at Virgin can either confirm this is whats happened or reinstate my profile for a short period so i can sort out transferring to a new email. 

[goslow · Accepted solution]

You can try a check yourself. Go to the link below

https://verifalia.com/validate-email

and enter your email address to test

If you get a response which includes

Classification: Undeliverable (with a red square next to it) and Status code: MailboxDoesNotExist

then the mailbox has most likely been deleted. If you get a response which includes

Classification: Deliverable (with a green square next to it) and Status code: Success

then the mailbox has not been fully deleted yet.

If your mailbox has only just been deleted it may be possible to reactivate it for you to rescue information. Unfortunately, this seems to be at the discretion of the VM forum staff as to whether they offer that or not.

This topic may be helpful if you can gain access and just want to archive the mailbox

https://community.virginmedia.com/t5/Forum-Archive/Backing-up-your-Emails-One-of-many-solutions/m-p/...

[Flemd]

Thank you. That is really helpful.

My email is showing as deliverable (I had sent a test email to it yesterday and it didn't get bounced back, so i was hopeful), so i guess the question is how to contact Virgin so i can get back on to it?

[goslow]

You should get a reply from the VM forum team here, usually within a few days.

They may offer to see if the mailbox can be temporarily reactivated so you can rescue your data.

[Flemd]

Ah, ok. I can understand that. I was hopeful as i could also still log in to VM using the old virgin.net address, so presumed it could be just an access issue and the mail box was/is still live somewhere. I guess we will have to see. I do know that it will all be somewhere on a back up though... i used to work in IT.. :-)....

I completely understand i'm not a paying customer and yes they would be completely justified to just say "Tough luck" but i would say this... every non customer is a potential customer.. and these days good customer service can be a big draw.. Also every time i sent an email from my virgin address it was/is a little tiny advert for Virgin Media. I know that wont really hold any sway but you would hope that with how our lives are so intrinsically linked to our online and electronic lives, that a company would see that losing, suddenly and without warning, your email address can be disaster!

[Molly_T]

Hi Flemd 👋 Welcome to the community forum. Thanks for posting! 

It looks like you have also posted about this topic 👉 here . As my colleague advised on that thread, and other members of the community have already advised, sadly if an email address is not linked to an active services account it can become 'Orphaned' (it's not attached to an active parent account) and is likely to be terminated by the team at any time after 90 days of the services being disconnected. You can see more info on this here 👉 https://www.virginmedia.com/help/broadband/manage-email-account 

We wouldn't be able to regain access to the email address permanently, but I do appreciate what you have said about it's current use with the NHS & DWP. On this basis I will do my best to see if we can regain you access temporarily via PM. Please do note, this is temporary access and we'd recommend getting all of your accounts, important contact information with any services updated ASAP to an alternative email address. (This will only be possible as a one-off occasion if we do manage to temporarily regain your access.)

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. 🌞