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h0psc0tch's avatar
h0psc0tch
Joining in
15 days ago

Cannot access my account

My Virgin master account is under the original blueyonder email address which I had to use to add/delete other email accounts. 

However when I accessed it recently it did not show those other accounts. The next time I tried to access it a different email address was requested, for 'security reasons', so I used my g-mail address.

End result - I cannot access my blueyonder a/c with any combination of BY/GMAIL email + password I have. Last time all my accounts finished up under my gmail address. I cannot phone BY because obviously one request is for various keys from 'your password' - 'expletive deleted' which password?

Would it be possible for a new 'working' password to be sent to my BY email so that I can log in. As advised, I still have the 'new' password I was given the last time this happened if this can be re-activated.

(Sorry -I'm nearly 80 yrs old and really don't need these sort of problems) 

 

14 Replies

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  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    15 days ago

    You are aware the whole aspect of accessing mailboxes has radically changed?  You now need a 3rd party email address for each mailbox and a separate four word password for your “app” to access.   The access to My VM and webmail is via the 3rd party address.  For “app” access it’s the BY address and four word password.

    • h0psc0tch's avatar
      h0psc0tch
      Joining in
      13 days ago

      Adduxi

      Apologies, but an explanation if you would. 'For "app" access' - is that the VM app? I've never used it, always logged into VM using Firefox and the four-word password (until it failed this time). Last week updated my contract and received documents to the BY address in Thunderbird. I used to access VM in Firefox using the BY address till the 4-word password went wrong. Thanks again

      • Adduxi's avatar
        Adduxi
        Very Insightful Person
        13 days ago

        No, VM call an "app" anything that isn't Webmail via My VM.  So Outlook or Thunderbird, for example is an "app" to VM (talk about confusing ...)

        Basically there are no longer any secondary email accounts, they are all now single accounts and each one has to have a 3rd party email address.  So more confusion.

        To access your email via My VM and Webmail, you login with your 3rd party email address and password.

        To access via an "app", your login will be the original BY email address and a four word password generated for that address.  Confused ?

        Personally, I would take the hit and migrate all BY/NTL/VM mailboxes away to a Mail provider that is not an ISP.  Gmail, Outlook etc.  It will make life easier in the long run.  I ditched NTL/VM email a few years ago and never looked back.

        https://www.virginmedia.com/help/broadband/manage-email-account

  • Lee_R's avatar
    Lee_R
    Icon for Forum Team rankForum Team
    15 days ago

    Hi h0psc0tch thanks for posting and welcome back to our community.

    Sorry to hear of any inconvenience the issues you're having accessing your email address may be causing. As previously suggested, we'd recommend using your 3rd party email address to access your online account. Then following the below steps.
    • Sign in to My Virgin Media
    • Go to Account settings
    • Click Virgin Media Mail Settings
    • Security and sign in details
    • Manage your Virgin Media Mail app password
    • Continue the flow and a new secure password will be generated, and the mailbox unlocked.
    • Update any third-party apps that may be used to access your Virgin Media Mail emails with this new app password.
    Regards
    Lee_R

    • h0psc0tch's avatar
      h0psc0tch
      Joining in
      15 days ago

      Thanks Adduxi & Lee_R

      'Third party' email address is possibly the root of my confusion. My wife & I each have a @vm email address whch work as normal. I also have the blueyonder address (from a/c setup years ago) which was given a 4-word pwd last year when things went wrong. It's this password that is not working now after I tried to log in recently.

      Apologies from a confused 'old sod'

       

      • David_Bn's avatar
        David_Bn
        Icon for Forum Team rankForum Team
        14 days ago

        Thanks for coming back to us h0psc0tch, and hope the advise given serves to resolve the E-Mail issue and confusion.

        Do however feel free to come back to us if you require any further assistance.

        Thanks,

        David_Bn

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      13 days ago

      Thanks for coming back to us h0psc0tch. There seems to be some confusion here David_Bn has asked for your emails to be removed from one of your previous posts not your account this is to keep your account secure. Have you tried to do the below steps to unlock your email account.

      • Sign in to My Virgin Media
      • Go to Account settings
      • Click Virgin Media Mail Settings
      • Security and sign in details
      • Manage your Virgin Media Mail app password
      • Continue the flow and a new secure password will be generated, and the mailbox unlocked.
      • Update any third-party apps that may be used to access your Virgin Media Mail emails with this new app password.

      Kind Regards,

      Steven_L

      • h0psc0tch's avatar
        h0psc0tch
        Joining in
        13 days ago

        Thanks Steven_L

        Cannot sign into Virgin Media. The account is under my BY email address, which was gievn a four-word password last year (after I messed up trying to log-in) but that pwd doesn't work) - perhaps I messed up again.

        I know my account is under the BY address because I've just updated my contract and received all the documents to that address (and I've just emailed myself and it's still working).

        This old sod would be grateful for any help you can offer

        h0psc0tch