VM email locked out

[philwad]

I have been locked out of my @virginmedia email account since 1st August and am going round in circles trying to get it back. The various instructions online seem simple enough but I always get to a dead end where I am told to check the email sent to confirm my change but no email arrives. Please can anyone point me in the direction of some instructions that will work?

[Graham_A · Accepted solution]

@philwad The first question relates to your current VM broadband account status.  Are you still a VM broadband customer and is the email address concerned attached to the account?

When you follow the instructions to change the username to a third party email address are you selecting a third party email address that you already have set up and have access to?  Have you checked the spam folders to see if the verification email has been sent there?

[philwad]

Thank you so much for your reply.

Yes. I am a broadband customer and the email address is attached to the account.

I made a step forward last night and managed to change my VM account log in to a 3rd party email and also the associated password. Also, I can now get to the email password change screen but it wants to change my primary email account which works fine, not the secondary one which is the one locked out. I am reluctant to touch that because if it didn't work I would lose access to both my VM email accounts.

[Graham_A]

Each email address now has its own My VM account
Secondary accounts changes now have to be made via the My Virgin Media account for the secondary email.
First sign out of the primary account then
Sign into the account here: https://www.virginmedia.com/my-virgin-media using the email address concerned and the current password. Once logged in click on Account Settings then Account details. You should now see the options to change password etc.

If that isn't available try https://www.virginmedia.com/my-virgin-media/forgotten-details/password

If no security answers have been set for the email address concerned then you will need to call in for support and select technical issues> email

[philwad]

Thanks again for your response. I have tried changing the secondary account password through both routes but get a message that it is incorrect when I try to log in. Now I have no idea what password I should be using for what. Think I'll take a break - it shouldn't be this hard when I'm paying over a hundred quid for the service 😞 

[Tom_W1]

Hi @philwad thanks for your post although we're sorry to hear of your concerns raised here.

Have you had this problem resolved since yesterday? Please let us know at what stage you still are stuck but we would advise retracing the steps above.

Many thanks

[philwad]

I left this a couple of days before trying again, and now cannot even sign in to my MyVirginMedia account.

No longer sure what steps I have already taken, but thought I had succeeded in logging in with a new third party email account as I received an email there after I reset my account password. But today that log in doesn't work, nor does my original account log in which I've used for decades.

Here is where I'm at:

Cannot log in to my MyVirginMedia account and don't know which email address or password to use.

Cannot access what used to be my secondary email account (@virginmedia.com) from Outlook or anywhere else (since 1st August).

The only thing that works is what used to be my primary email account (@ntlworld.com) which I can still access with Outlook.

Please can the Forum Team suggest a way forward which doesn't involve calling in?

Many thanks.

[philwad]

Just to add - my phone is still logged into my MyVirginMedia account and I can see that the third party email is registered, but it doesn't appear as an option when I try to sign in on my desktop. If I change the sign in email and password to the new third party address I get a 'failed' response.

[Molly_T]

Hi Philwad 👋 

Thanks for getting back to us with an update! Sorry to hear you are still experiencing some access issues with your email, and also My VM. At this stage we will need to head into a PM to confirm a few account details a and take a closer look at how everything is set up for you. 

Just ahead of doing this, it's worth mentioning that to access email via any 3rd party clientmail service (Such as outlook, Gmail, Applemail etc) you need My VM access to generate a secure app password. You can find full instructions on how to do this here 👉 https://www.virginmedia.com/help/broadband/manage-email-account in the section titled 'Setting your app password to use an Email app'

I will send you a PM now,  find it in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞
 

[Molly_T]

Hi All 👋 Just returning to this public thread to keep things updated. 

Thanks to Philwad for PMing with me 📩 I was able to confirm a few details needed to offer additional insight and support. 

After resetting the passwords, and generating a new 3rd party client mail app password via the process outlined here 👉 https://www.virginmedia.com/help/broadband/manage-email-account  the issues have now been resolved, and the mailbox is now accessible. 

Glad to see it sorted! Wishing you all the best. 🌞