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Looney_Magnet's avatar
Looney_Magnet
On our wavelength
28 days ago

Blueyonder Email Address Not Working (Primary account)

Bit of a strange one. My primary email address (a blueyonder one) is not working on my desktop. My secondary addresses (both virginmedia) are working fine. I keep getting asked to change my password on the primary account, but am unable to do this as when I click on the button I get this message;

You can’t reset your password online right now, as you don’t have additional details set up on your account.

To reset your password, please contact us and one of our team will help you.

Everything works fine on my phone. I haven't contacted anyone about this yet as it all works ok on my phone so would prefer not to mess that up while I still have some access. Does anyone have any ideas? I have tried clearing cookies. This is through webmail, but Thunderbird is the same. I am a current Virgin customer. 

Thank you. 

 

5 Replies

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  • 用心棒's avatar
    用心棒
    Very Insightful Person
    27 days ago

    It would be helpful to see what, if any, error code is returned by the SMTP server in this situation. From a desktop or laptop device open a Command Prompt in Window or otherwise a Terminal. and enter the following where username:password is replaced with your email address and password, i.e. richard.branson@virginmedia.com:rotavator-racecar-tenet-repaper:

    curl -v smtps://smtp.virginmedia.com -u username:password

    Do not post the resulting output here but instead review it for possible reported causes, i.e. VM error code; choosing to ignore this advice and posting the unredacted or incorrectly redacted output here will likely reveal your email address, password and / or public IP Address.

    FYI if there is no issue then you should see the following output from the curl command:

    ⋮
> AUTH PLAIN
< 334
> [Redacted]
< 235 2.7.0 SMTP350 Authentication successful for user [Redacted]
> HELP
< 214-2.0.0 This is cmsmtp ESMTP service help
214-2.0.0 This is cmsmtp ESMTP service help
< 214-2.0.0 To contact postmaster send email to postmaster@virginmedia.com.
214-2.0.0 To contact postmaster send email to postmaster@virginmedia.com.
< 214-2.0.0 For local information send email to Postmaster at your site.
214-2.0.0 For local information send email to Postmaster at your site.
< 214 2.0.0 end of HELP info
214 2.0.0 end of HELP info
* Connection #0 to host smtp.virginmedia.com left intact

    Otherwise an unsuccessful result will look similar to the following:

    ⋮
> AUTH PLAIN
< 334
> [Redacted]
< 525 5.7.13 Authentication Denied (VM320)
* Closing connection 0
* TLSv1.2 (OUT), TLS alert, close notify (256):
curl: (67) Login denied

     

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

    Also note, if you have 3 mailboxes, i.e. 1 BY and 2 VM, then you should by now have three 3rd party email addresses to access these via My VM and Webmail.  The idea of a primary and secondary email accounts is long gone.  VM made these changes for security reasons.

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

  • Looney_Magnet's avatar
    Looney_Magnet
    On our wavelength
    27 days ago

    I have a result similar to the second one, it says Login Credentials Invalid, then a couple of lines down, Login denied. 

    • 用心棒's avatar
      用心棒
      Very Insightful Person
      26 days ago

      Not familiar with that message. Can you post the whole line here? For example:

      < 535 5.7.8 Authentication Credentials Invalid (VM300)

       

    • Sabrina_B's avatar
      Sabrina_B
      Icon for Forum Team rankForum Team
      25 days ago

      Hi Looney_Magnet 👋.

      Thanks for reaching out to us and welcome to the Community Forums, sorry to hear of the issues you are facing with your mailbox. So that we can assist you 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