Virgin Media Community

[nazmul89]

I haven't been able to access the email inbox where I need to verify some important emails sent. I took over the virgin media account from my brother perhaps it might have locked out because of that but I have been paying for broadband for over 3 years now and would like to have access to the inbox. as of now every time I click on inbox or go on virginmedia.mail or login and try to access it from different devices the page that comes up is the same: "the page you are looking for is removed, renamed, or temporarily unavailable". not sure if the inbox has been locked out but I am an active virgin media user.

[coenoby]

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@nazmul89 wrote:

 I took over the virgin media account from my brother perhaps it might have locked out because of that but I have been paying for broadband for over 3 years now

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So did you just start paying the bill for your brother's VM broadband account or was a new one set up in your name?

if a new broadband account was set up then that email account may not have been moved over to the new broadband account.

Either way it would be useful to check on the status of that email account:

Sign into your "My Virgin Media" account, that's the one were you can view your VM bills and package details, from here https://my.virginmedia.com/home/signIn 

The MYA interface is being updated but at the moment once you have signed in you need to click on "Account settings" then "Account details"

• If the email address is your primary address it will show there
• If it is a secondary address you will need to click on the "Manage accounts" tab and see if it is listed there.

If the email account is not shown on  the "Account details" page or the "Manage accounts" page it is possible that it has been deleted because it is no longer linked to a live VM broadband account. VM's terms and conditions state that such accounts will be deleted 90 days after the broadband account has been closed- but they often live on longer than that.

It would also be useful to know exactly what error you get when you try to sign in from here https://mail2.virginmedia.com/   with that email address and password.

Coenoby

[nazmul89]

Hey Coenoby, thank you for replying. so basically I took over the account and paid for the bills using the VM account I sign in with the same virgin media email and so I did not create a new account or have any other account created. I really need access to my inbox because it's linked to my virgin mobile account (which uses the same email) and I need to verify an email sent to the virgin media account inbox. I don't understand why the virgin account would close the account if I took over it and still use the same email and logins as my brother used prior (Only the password has been changed). 

Also, the error message I received when opening the link you suggested is:

Your mailbox is not available at the moment.

Please try changing your password in the first instance as this may unlock the account following a security precaution taken by our email team.

If you’re ready to create your new password, simply head over to My Virgin Media:

• Select Sign In
• Select Forgotten your email or password? under the password box
• Follow the instructions to change your password
• Remember do not use existing or previous passwords. Further help can be found here
• Check out the Virgin Media Security Hub or our Security Matters community page for further email help & support
  
  

Should this fail to unlock the account, please retry signing in again in one hour and make sure you are using the correct password to access your email from all of your devices.

Many Thanks

Naz

[coenoby]

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@nazmul89 wrote: Your mailbox is not available at the moment.

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That means that Virgin Media have locked that email account for some reason and you need to carry out the instructions that you have just posted below that error message.  That should unlock the account but if that does not work post back here and explain what you have done.

Coenoby

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[nazmul89]

I tried resetting the password and when I click on virgin mail the same instruction (that I posted above) comes up again, it feels like a circle I had reset the password in the past so I do not understand why my Mailbox is still not 'unavailable'. 

Many thanks Coenoby

Naz

[coenoby]

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@nazmul89 wrote:

I tried resetting the password and when I click on virgin mail the same instruction (that I posted above) comes up again, d

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If resetting the password to something you have not used before as per those instructions does not resolve the problem it means that it will need action fro the VM IT department to get the account unlocked..

One of the VM Forum Team (VM employees who support this forum) will pick up on this thread in the next day or so and contact you via the forum. They will take your details by Private Message and pass it on to the relevant IT team to get it sorted.

Alternatively you could try calling Customer Support on 150 from a VM landline and see if they can take this up for you.

Coenoby

[Chris_W1]

Hi nazmul89, thanks for the message and sorry to hear that you are having issues with the emails, I will send you a private message so that this can be looked into further. Please keep an eye out for the purple envelope. - Chris