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G4eddie's avatar
G4eddie
On our wavelength
18 days ago
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Can't access My Virgin Media

Hi, I've been warned by Experian that one of my email addresses is being touted around online. They advised me to change the password for that address. I've been trying to get access to "My Virgin Media" to enable me to do that, but I just get the, "Oops somethings gone wrong on our side, please try again," message. I'm getting concerned that my online security is being compromised.  I forgot to mention that I've tried the "Forgot your password?" route when being asked to sign in with the email address I use to access, "My Virgin Media," but I just get the revolving logo and the message,"Request In Progress."

Can anybody help, please?

  • Sabrina_B's avatar
    Sabrina_B
    16 days ago

    Hi G4eddie 👋.

    Thanks for the update on this, so that we can take a look into this we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
     

    Thanks.
     

    Sabrina

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  • Daniel_Et's avatar
    Daniel_Et
    Icon for Forum Team rankForum Team
    18 days ago

    Hi G4eddie, thank you for your post.

    We're sorry to hear about the situation you find yourself in and the problems you've been having when trying to access your My Virgin Media account 😔

    Just to confirm, are you experiencing the same issues when trying to access your account both via the app and a browser?

    Please pop back to us at your earliest convenience.

    Regards,
    Daniel

    • G4eddie's avatar
      G4eddie
      On our wavelength
      17 days ago

      Hi again Daniel

      Further to my last post, I tried to access My Virgin Media using Chrome browser. This enabled me to get onto the site but then I was told I had to change my email address to a non-blueyonder, (et al), and I've used my gmail address. This has now changed my email address and My Virgin Media sign-in to the gmail address. However, I still can't find a way of changing the password of the blueyonder email address that has been bandied about on the dark web. It is not the same address as the My Virgin Media/email address that has now been changed to the gmail address. I am at a total loss, my brain can't handle all the changes that I'm being told to make. I think I'm going to have to leave things as they are are and hope the email address password holds out.

      I believe all these problems have been caused by my details being stolen when the Arnold Clark database was breached, back in 2023, I think it was. Only yesterday I discovered that a Russian tried to open my Microsoft account.

      Thanks anyway,

      Eddie

      • Kath_P's avatar
        Kath_P
        Icon for Forum Team rankForum Team
        17 days ago

        Hi Eddie, 

        Thanks for coming back to update us. When you're logged in to the main My VM account, if you scroll to the bottom, you'll have the option of clicking Virgin Media mail. This will then load your blueyonder emails. It's worth completing 2 steps to ensure the email address is safe. 

        First - Update your My VM password (if you haven't already) This will ensure your My VM account is safe and prevents any unauthorised access via My VM. To do this, Log in to My VM > Account Settings > Account Details > Change Password. 

        Second - Generate an App Password. This will ensure that anyone trying to access the email address via an app or mail client, will be locked out. To do this, log in to My VM > Account settings > Virgin Media Mail settings > scroll down to the App password section and click the Generate new App password button. You'll get given a password which will look something similar to: mail-horse-yellow-panda and you should note this down.

        In both instances, it will ask you to verify your identity. It will do this by sending you a passcode to your Gmail address for you too enter.

        If you have your blueyonder emails set up on a mobile/tablet device, or through a client such as Outlook then you will need to enter the new app password in the settings for those to continue to work.

        If you have any further issues, feel free to reach back out to us. 

        Many thanks,  

  • G4eddie's avatar
    G4eddie
    On our wavelength
    17 days ago

    Hi Daniel,

    Thank you for replying to my post. I have never used a phone app for My Virgin Media, mainly because I find dealing with anything other than emails and news items difficult to use on a small screen, like a mobile phone's. Maybe my age of 77 is responsible? I much prefer to work on the computer because I can type at a reasonable speed, whereas on the 'phone I can only use one finger at a time. I downloaded the app and after "prodding" in my long password, I did get onto the My Virgin Media pages. It told me how much my next bill was going to be, so it must be the right app! However, I could not find anywhere on the app that would allow me to change an email password. Have I missed something? There is one other thing, on my Firefox browser, which I use all the time, when I'm on my home screen, which is part of my web page, in the address bar, it now precedes my address with, "Not secure", could this affect anything? and I don't know where that came from, unless it was the last Firefox update.

    Thanking you in advance,

    Eddie