unable to access e mail through virgin media but can through windows mail

[rrosscoe]

Am another legacy account holder for over 20 years, now cannot access my email using Virgin media as says password is incorrect and it will not let me change to a new one, I can access it through windows media but cannot see what the password is as it is encrypted and it will not let me change it, so windows knows my password but I cannot see it.

Have been in contact with virgin 3 times and was told that it has been passed onto IT and they would sort it out within week 10 days, so far no contact from them can somebody email me so i can reply to it using windows mail as all my address details are in the account.

regards

[Megan_L]

Hi Rrosscoe,

Thanks for using the forums to get this issue with your services looked into, I am sorry if this has been causing some frustration. I would be more than happy to look into this for you.

Firstly, can I just ask if you're still a Virgin Media customer with active services such as TV, Broadband and/or Landline? 

If you do not have any active services with us, then your email may have been deleted. This is due to it being an orphaned email address, it has most likely been purged systematically as it is not connected to an active account.

However, if it is still connected to an active account, please take a look at our Email help page which has loads of information.

Let me know if this helps.

Thanks,

Megan_L

[rrosscoe]

Morning thank you for quick reply,
Have taken look at email help page but nothing suggested works, however as I am connected to you through my email account and I can access it using windows mail it is still active, as mentioned i can get into it with windows but would like to access it through the old way using media account, when i try and log on in media it askes for email and password it the says password invalid so i try and reset it and input new password correctly and press next all i get is that you cannot use that combination of characters,, this all came about as i had been hacked and the hacked showed me my password so i went int media and changed it , or tried too that is when i got locked out of the account, and i cannot see what the password is in windows as it is starred out for security

[rrosscoe]

Oh forgot to mention that i do not have any current contracts with Virgin that is why when i have contacted Virgin they always ask for account number which i cannot supply so cannot proceed any further, i have been a lagacy account holder for over 20 years as you can tell by the short email address

[Tom_W1]

Hi @rosscoe, thanks a lot for your reply here.

So you've mentioned that you're no longer a Virgin Media customer, which will explain why your email address is no longer working - this is what is called an "Orphan" email address.

As part of the terms and conditions, you do need to have an active Virgin Media account with us otherwise the email address is deactivated. Generally, the email address is activated up to 90 days after disconnection but occasionally this can last longer and may explain, why you're able to access it through Windows Mail and not our own site due to this phased approach.

I do sincerely apologise for any inconvenience this may cause.

Many thanks

[jem101]

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@rrosscoe wrote:
Oh forgot to mention that i do not have any current contracts with Virgin that is why when i have contacted Virgin they always ask for account number which i cannot supply so cannot proceed any further, i have been a lagacy account holder for over 20 years as you can tell by the short email address

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As mentioned above, use of any of the VM-branded addresses require that you are a current broadband customer. When an email address is in the process of being deleted, which I suspect your's is, one quirk is that often webmail access, ie through the VM website, is cut off first while access via an email client application carries on working for a short time.

What I would most strongly suggest, is that while you can still access your email via a client application, you take urgent steps to copy any emails you wish to keep, set up a new email address with another provider and use what time you have left to notify all of your contacts as to your new address. It isn't possible to say with any degree of certainly how long you will continue to have any access at all to the email account, it could be hours, days, possibly months - but it absolutely will be deleted completely at some point and it will not be possible to recover anything.

[Robert_P]

As explained here and by Tom and jem101, if you no longer have any active services or contracts with us it is likely that the email address may be in the process of being closed.

Rob

[rrosscoe]

Hi ,
strange that I have been able to access this account for years since changing from VM and that only since been Hacked have not been able to log on, even though account is still active. Anyway if you could then please tell me how to copy all my existing emails and addresses to my new hotmail account then that would remedy most of my problems, as it is I cannot see how to do it.
regards
rrosscoe

[Steven_L]

Thanks for coming back to us rrosscoe, you wouldn't be able to copy anything from the email address as the account would be closed down.

Kind Regards,

Steven_L

[rrosscoe]

I can still access it through windows mail and i get up to date messages so account is still active, untill somebody turns me off, as said i need access to adress book