chnaging virgin password procedure and restoring mail on Virgin website

[craibh]

We needed to change the password on my wife's NTL account, and were  not absolutely certain that we had an accurate note of the current one!.We got in using the My Virgin Media account and the security questions and set a  new password.

We use Outlook so we needed to get the password for that use.I had done this before but the process semmed to have chnaged since then.

When asked to put in an email address which is not part of the Virgin group, I put in a foreign one that I have and use as it is  is faster than Virgin.I then got a message on the screen that I had to confirm that - and and my wife was to were to check emails.I assumed that that meant there would be an email from Virgin requiring a reply .I checked my wife's NTL account and my foreign one over several hours and I have heard nothing from Virgin - so we cannot take the process any further forward.Is this sort of delay common and once I can confirm  what I have to confirm, does that take you onto getting the password for Outlook.

This experience caused us to look and see if my wife's emails were available to read and reply to  on the Virgin website.After all Virgin encourages us to get access to our emails in that way.My wife just got the message"Forbidden" which I assume meant no access.I then read that that happens if you do not take access for 90 days.I must say we were quite unaware of that restriction.Is it possible to have the service restored- especially as Virgin make it more complex to use Outlook etc.

Many thanks for any help.

Craibh

he clear implicat

[craibh]

Should have included in my initial posting that my wife's iPad is still operating her email account using her old password.I wonder if she couldalso use that password  on her PC until we comlete the process for obtaining a new password for her Outlook account?

many thaks.

Craibh

[Graham_A]

@craibh It is certainly worth trying with the old password as changing the My VM password no longer affects the email client password.  There are now two separate username/password combinations for each account.

[craibh]

Many thanks, Graham.I had been concerned that using it might cause the Virgin system to stop allowing my wife's Ipad to operate her Virgin email using it!

Do you think that there is any other reason why, when I gave the Virgin website a non Virgin email address - I did not get the response which appeared to be necessary to allow me to get a new Outlook passsword from Virgin?

Craibh

[Graham_A]

@craibh See the first reply in this thread https://community.virginmedia.com/t5/Email/My-Virgin-Media-e-mail-is-currently-not-accessible/m-p/54... for a possible way to get round the issue of not receiving the verification email for a change of username.