Forum Discussion

audioman24's avatar
audioman24
Tuning in
2 months ago

Blueyonder Addresses - locked out

I am trying to log in to my blueyonder email address but i am being told it is locked out. I followed the reset password guide, but it only changes the password to the main account not a additional blueyonder account which i have held for years.

I have not left virgin media so there are no reasons to turn off and delete the account. I have had NO notifications that there is an issue with the account or that i needed to change password or back up my email.

Why has the account been locked and how do i unlock it??

 

Andy

 

[mod - title edited for clarity]

  • Graham_A's avatar
    Graham_A
    Very Insightful Person
    2 months ago

    If the password reset has changed the primary password then you have used the wrong email address for the password reset process.

    You need to sign into the My Virgin Media account for the blueyonder email address.  Make sure you are signed out of any other VM account before doing this.

    If you haven't already done so you will be promoted to change the username for the blueyonder email to a third party email address before you can change the password and unlock the blueyonder account.

    • audioman24's avatar
      audioman24
      Tuning in
      2 months ago

      I have signed in to the address i want in My Virgin Media and it shows the account info, but when i go to the email tab it just says:

      Your Virgin Media Mail account is currently unavailable

      This is either because your Virgin Media Mail account is locked, or because you don’t have an active account with us anymore. If you have an existing Virgin Media Mail account with us, please follow the steps below, as your account may have been locked as a security precaution.

      I have tried changing the password as instructed but will still not give access.

      • Graham_A's avatar
        Graham_A
        Very Insightful Person
        2 months ago

        audioman24. I believe that you also need to follow the steps to generate an app password for use with email clients in order to unlock the account.  This is even if you don't intend to use email apps to access the email account.