Does anyone know how to fix this or access the emails?
Basically, if the issue had to be escalated within VM support that strongly suggests there is a significant issue with the account which would mean there is no quick fix that you can use to regain access to the email account.
However, just to clarify exactly what is going on, do you get "We didn't recognise the username or password you entered. Please try again" error when you try to access the account from the VM website?
If so, I would try sending a test email to that address (from another account) and seeing if you get an error message back. If you do that means the account has been deleted and cannot be recovered. However I suspect that you will not get an error back and if so it means that the mailbox still exists but is currently not accessible.
Secondly, presumably if you got to speak to VM customer support you still have a VM broadband account but was that old virgin.net address ever linked to it? I must stress that just because it has been working fine up to now does not prove that the VM actually linked it to the new broadband account.
The best way to check is:
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 does not appear then -
- It may be a secondary email address and you will need to click on the "Manage accounts" and check if it is one of the email address listed with the secondary accounts.
If the email address does not appear anyway then the most likely thing is that it was never linked to the account and it has now in the process of being deleted by VM because it is not linked to a current broadband account. Sadly, you will not be the first person that has happened to.
All you can do is to chase VM but if you carry out the checks I suggested;
(1) sending a test email to that address and (2) checking whether the email address appears in your My Virgin Media Account,
then you will be better informed when you talk to Customer Support.
It would be great if you could post back here with the results of those checks and also whether you were given a "Ticket number" by Customer support when the matter was escalated.
Armed with that information I could escalate this to the VM Forum Team but I am reluctant to do that without having a but more detail.
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