Virgin Media Community

[lytnin]

my ntlworld email wont connect, keeps saying 'Your mailbox is not available at the moment'. I have called the relevant department and got transferred 3 times, each time have to explain my issue again. One lady I spoke to advised that everything on the account looks correct and ok, but it still wouldn't connect. I have had issues with this email over the last 6 to 12 months with people being able to change the password without any form of secondary verification. Now I cant get into it at all. Can anyone either help reset it.

cheers

[Emily_G]

Thanks for the post Lytnin and welcome to our community.

Can we please confirm if you're able to log into your My Virgin Media account this email is attached to? 

If so, you should be able to change the password in the manage mailbox section, or if this is the primary email on the account you can change this by resetting the My Virgin Media login. 

Thanks, Emily.

[lytnin]

Hi Emily

I can log into my virgin account and I have changed the password several times. This is my main account email address. I would like to be able to log into it and get my emails.

[Emily_G]

Thank you for confirming, have the team already raised a ticket to our IT team for this are you aware? If so did they provide you with a reference for this?

Let us know, Emily.

[lytnin]

No they said leave it an hour. Still didn't work, that was 2 weeks ago I believe. You tend to just get fed up of waiting

[Emily_G]

Thanks for confirming, we'd need to raise this to them then. 

I'll pop you over a private message to pass security on the account in question.

Thanks, Emily.

[coenoby]

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@lytnin wrote:

 I have had issues with this email over the last 6 to 12 months with people being able to change the password without any form of secondary verification.

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Once the Forum Team have resolved your access issue you need to focus on regaining full control of your VM account.

Virgin have published this guide https://www.virginmedia.com/help/virgin-media-mail-my-email-has-been-hacked and you need to follow that advice. You also need to check your online accounts such as Amazon, Ebay etc to make sure that the hackers have not accessed those as well. Scammers often hijack an email account as a way to gain access to online accounts that they can then use to purchase whatever they like using your stored card details.

You might want to consider setting up a more secure email account with an email provider who offers 2 factor authentication (such as a one time passcode sent to your phone) and use that with your online accounts. It would be safer and more secure. 😉

Coenoby