virgin.net Email address stopped working and been locked out for 5 days

[cborland]

Hi Forum.

I have many email addresses managed under my main virgin.net email account. Last week, on Wednesday the 18th, one of my email addresses stopped working. "The email address or password is incorrect" was the error message.

After contacting virgin support over the phone, they said the email account was locked and would need a new temporary password which could be used after a couple of hours - this was unsuccessful on Thursday the 19th.

After contacting virgin support over the phone again on the 20th, they said the email account was still locked and would need a new temporary password again which could be used after a couple of hours. Virgin support said they would phone back to confirm the email account was unlocked - they failed to phone back. I tried to log in on the 21st as I had not heard back from Virgin - still unsuccessful.

I contacted virgin again today, the 23rd, and they have issued another temporary password which has been unsuccessful. The support person on the phone said that they have now raised the issue with the IT team who should be in contact in the next 5 days.

I am not confident that this will be resolved. Has anyone had similar issues that can offer any advice?

Thanks in advance.

[novmsupport]

I have had very similar experience. I am waiting for a call in a few days as well. It's appalling to be left in a state of limbo. They kept asking me to select change e-mail password form account settings but it's not there.  VM support staff should be able to log on to my box with my permission and see for themselves. It would short cut problem solving enormously.  Also the support staff sound like they are answering from a busy pub bar or somewhere similar and it can be hard to understand what they are saying.

[Alex_RM · Accepted solution]

Hi cborland,

Thanks for posting and welcome to our community 🙂

Sorry to hear you're having some issues with your email account, so I can take a closer look at this I've popped you over a private message.

Alex_Rm

[cborland]

It took a lot of time and many attempts b4 my problem was eventually fixed with multiple inputs from VirginForum staff member