not possible to gain access to email account

[pjw66]

I am helping my wife to try to re-gain access to her virginmedia.com email account (with her full permission !!). I can access my own emails and can still access our virgin main account - so i can see our bills etc. my email is the main account one and we have several secondary email accounts - my wife virgin media.com account being the one I’m discussing here. 

The email is crucial for her work and also many other linked activity. her historic emails are also very important

It was working fine - integrated across apple mail (macbook, ipad and iphone ) . she was unable to send an email and after that her email just stopped working (sending and receiving ) .  I then went into apple mail accounts and tried to do all the usual ‘turn in on and off’ etc. I tried to delete and reinstate the account - that didn’t work

I then tried using the direct webmail - I got the ‘your account is not accessible page pop up’ - i then followed all the steps suggested (which were also suggested on the forum here )

specifically 

1) changed the password  ….. still couldn’t access webmail or 3rd part mails apps

2) manage email account account .. generate a 3rd party app password 

3) change the email address to a non virgin / ntl / blueyonder one …. i did that (using my nhs email ) . I did get a email to that address which looked hopeful - it just said click the final verification link and all will be sorted …

4) I then assumed all would be well….. but I still couldn’t access webmail or 3rd party email apps

I am now completely stumped ! . 

can anyone help ??

thanks 

[Molly_T]

Hi Pjw66 👋 welcome back to the community! Thank you for posting. 

Sorry to hear about these issues with the email access. We will need to confirm a few account details via PM so we can take a closer look at what may be causing this and offer support - raising an IT ticket if needed too. 

I will do this for you now - 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. 🌞

[pjw66]

Hi Molly and forum team

thanks for the PMs - I did reply to them and give the details you asked for but I haven’t had a further reply yet

please can someone update me ?

thanks again 

Phil 

[Mart888]

Welcome to the club. Virgin deny it's an issue.

[Mart888]

Please let us know if you get a response or a solution. I must say, I seriously doubt it.

[Mart888]

It's high time Virgin recognised this is an ongoing problem and addressed it. I've had to raise a complaint but I doubt I'll hear anything back. Even the complaints process doesn't work.

[Mart888]

I've raised a complaint about the ongoing issue of not being able to access my emails. The advisor claims there is no problem your end yet I can plainly see that others are facing the same issue.

Kindly tell me how to escalate my complaint since it has been totally ignored. 

[Molly_T]

Hi All! 👋

Just returning to update the public thread. Thanks to Pjw66 for PMing with me 📩 

We were able to confirm all the details needed to offer support. It was identified that the email address with the issues, did not have an active My VM account set up. Every email account needs to have it's own My VM account set up - this is for account security, and to ensure that a unique App password can be generated, so the email address can be used for 3rd party apps such as Outlook, thunderbird, Applemail etc. 

You can find more information about managing email accounts here 👉 How to manage my email account | Virgin Media Help

And managing your My VM account (including users) here 👉 How to manage my account | Virgin Media Help

After getting the My VM account set up correctly, the issues with the Email were cleared and access was restored. Hopefully this helps any others who come across the same issue. Thanks to Pjw66 for their patience whilst I offered support and ensured this was resolved for them. 

Please let us know if there is anything outstanding you need support with! Wishing you all the best. 🌞

[Mart888]

I keep getting signed out of VM webmail. I keep needing to create a new PW. That works for a while but then I get signed out again.

I'm not using an app. It's nothing to do with that - it's your website that is the problem. The issue is across multiple devices. It is also clear from your forum that others have the same issue.

[Joseph_B]

Hey @Mart888,

Thanks for posting again for us, I understand that this can be stressful when your services are not working as you expect, however I can see that you are actively in a private message with my colleague, please keep in touch with them and they can continue to assist you with your query.

Joe