I have been unable to read or send any emails from my NTL World address since April 6th, and when I try to log in, a message is asking for the correct credentials. I have had this email address for many years and have never been asked this before.
I was originally told there had been suspicious activity on my account and the lockout was temporary, and that it would be back to normal in 24 hours. My password was changed by the WM colleague I spoke to but I am still locked out over a week later, and after spending many hours queueing on the phone waiting to speak to somebody every few days, I see from this Forum that I am not the only one having this issue.
I was assured yesterday that I would have everything back today - a form was filled in online and submitted by the VM colleague I spoke to, and she said that that was all that needed to be done. But a 2nd weekend is approaching, my work emails are not getting through, and I don't know what else to do.
I see other people have eventually been able to resolve this issue so please tell me how. Thank you.
I found live chat only by pretending I wanted to upgrade my bundle, and getting past the robot which takes you in circles with the same questions and no option for actual help. However, even when I got through it didn't resolve the issue.
Yes, it is the primary username, and I have tried to get in through my phone which had the password stored and asks for the correct credentials.
Going through the My Virgin Media page and clicking on 'email' takes me to a page that says there is an error and to try again in an hour, and that's also the message I get if I try logging on directly via Google and the mail2 webpage.
I have reset my password with the VM colleague on the phone but nothing has so far worked.
Thank you for replying. This is what I see when I click on 'Email' on the My Virgin Media page:
Your mailbox is not available at the moment. Please retry again in one hour and make sure you are using the correct password to access your email from all of your devices. If the problem continues, please call our team for help on 150 from a Virgin Media phone or mobile, or 0345 454 1111 from any other phone and select option 2. For details about how much it costs to call our team from a Virgin Media home phone, visit virginmedia.com/callcosts. Call costs from other networks and mobiles vary.