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i need email mailbox reset

I have an email address for my kids, but they haven't been used for a while, but with them stuck in now I'm needing them reset, can anyone do this or do I need to call in, I don't really want to bother them with this when they will be so busy. 

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Re: i need email mailbox reset

Before the Forum Team get involved, you may be able to solve this yourself.

  • First, can we check that you ARE a current VM broadband customer?
  • Are the addresses showing as valid if you run them through mailtester.com? Don't post the address, just the result.
  • Are these addresses linked to your current billing account - sign in as the primary user, and they should be visible on the my profile page or manage accounts tab (see photos)
  • You might be able to reset the passwords and regain access.  (In order to sign in again with the secondary user, you would need to use a different browser, or sign out of the primary address.)
  • If all good, they can then log in and change the password to something they want, and then use webmail, or set up the address on their own device or email client - here are the settings: https://www.virginmedia.com/help/virgin-media-mail-how-to-use-email-with-mail-clients

If you have any problems, let us know, the community are here to help!

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Re: i need email mailbox reset

thank for the time you have taken to reply

I am indeed a vm customer

when I do a check with mailcheck, is all good until the last line
E-mail address does not exist on this server

they are all linked to my main account

if I change the passwords and log in on a separate laptop it displays
Your mailbox is not available at the moment.

thanks again for your time
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Re: i need email mailbox reset


@colin2296fs wrote:
thank for the time you have taken to reply

I am indeed a vm customer

when I do a check with mailcheck, is all good until the last line
E-mail address does not exist on this server

they are all linked to my main account

if I change the passwords and log in on a separate laptop it displays
Your mailbox is not available at the moment.

thanks again for your time

The line I have highlighted above is the key phrase here.

The mailboxes for the email addresses concerned have been closed down.  This happens if they are not accessed for over 150 days.  At this stage they cannot be recreated.

You will need to set up new addresses for your children either as secondary accounts to your main account or with an email provider independent of your ISP such as Gmail or MS Outlook, to mention a couple of those available.

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Re: i need email mailbox reset

that's a shame, will vm be able to reinstate these if I give them a phone after all this has calmed down?
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Re: i need email mailbox reset

That would only be possible if the mailbox is in the suspended stage.  That happens after 90 days of no access, the mailbox is deleted after a further 60 days.

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