Forum Discussion

Faerie1's avatar
Faerie1
Dialled in
6 days ago

Blueyonder email help?

I have 2 BY email addresses that I have had for years which are active.

I am an active VM customer and can access my emailsI had errors on my iPad this morning, advice said to delete the addresses and re-add them again, that’s where it all started to go wrong.  I can’t re-add them now?  

So far, I’ve had 6 - 4 word passwords today, although it doesn’t say which email the password is for? I’ve tried adding both the emails individually with the new passwords, each time, when I add the details and add ‘description’ whatever I add, I get an unavailable message? I have tried, either full email and have run out of ideas what this could be whatever is in the description box it says its that that’s not available?

 I didn’t think it would be this difficult to add my email details back onto my iPad..hoping someone can help? thanks

9 Replies

Sort By
  • coenoby's avatar
    coenoby
    Very Insightful Person
    6 days ago

    Faerie1​ 

    "whatever is in the description box it says its that that’s not available?"

    I don't have an iPad so I have no experience of Apple's Mail app but my understanding has always been that the description field can be whatever you choose. Most email apps have a similar field.

    The description is just a name that helps you identify the account in the Mail app.  For example, if you have 2 email accounts you could  set the descriptions as

    •  "Work" for one of them and 
    • "Personal" for the other.  

    They don't need to be the email address for that account. Maybe the app insists each is description is unique but I doubt it.

    I suspect the problem with adding the new email accounts to the app lies with the other settings and credentials you are entering. 

    Coenoby

    • Faerie1's avatar
      Faerie1
      Dialled in
      6 days ago

      Thanks for the reply,

      in the past, well before this morning, they were both called the part before the @, not playing now though..

      the rest of the credentials were taken directly from VM website?  Hopefully someone reaches out from VM and they can check both emails are linked to the new password they created this morning

      • goslow's avatar
        goslow
        Alessandro Volta
        6 days ago

        Your first post, and the mention of 4-word passwords, suggests you have gone through the process of generating app passwords.

        Have you had to provide third party email addresses for each BY mailbox?

        AIUI, if you have two VM mailboxes, each one has its own 'My VM' login to each generate an app password and during the process of generating the app password you may be asked to provide a third party email address (a different third party email address for each VM mailbox).

        Once that is completed, you use your BY email address and the relevant app password for each mailbox when you set up an email client on a device.

        If you are accessing webmail you use the third party email address and your VM password to login.

        Not sure if the third party email address is always forced when resetting passwords/generating an app password but I think there have been a few past topics where not completing all parts prevented a full password reset.

        This past topic might explain

        Password reset on NTL email account | Virgin Media Community - 5623904

        or may add further VM confusion!

        You can also check your server settings match those below

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

        In any event, if you still have access via webmail, you may do better to invest your time moving services to a non-VM email address as the reliability of VM's email system shows no signs of ever improving.

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

      Hey Faerie1,

      Welcome back to the Community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your email accounts at the moment. 

      Has the help from Coenoby enable you to resolve your issues or do you need further to resolve the problems with your email account. Please let us know if you need further help with this and we can help via private message.

      Kind Regards,

      Steven_L

  • Faerie1's avatar
    Faerie1
    Dialled in
    5 days ago

    Thanks Goslow and Coenoby for taking time to reply…

    i ended up giving up last night, going round and round in circles and about to launch my iPad out the window!

    to further confuse matters, I sign in to my Virgin account with a gmail email, when I look under my account, last night, it was showing 1 Virgin media email, that I don’t use, it doesn’t show the 2 blueyonder emails I have?  When I log in on the web it shows both blueyonder emails and 1 Virgin email which I don’t actually have anymore and is different to the one showing on my account

    The only reason I have stayed with Virgin over the years was because of the email addresses, my life is linked to both of these, if I can’t get these back, there really isn’t much to stay with VM for…

    and this morning, I just can’t get access to Virgin at all

    if I can’t find the emails onto the system individually so I can change those passwords, not sure where to go now (or am I being totally blonde and am missing something?)

  • goslow's avatar
    goslow
    Alessandro Volta
    5 days ago

    Terminology can get a bit confusing when exchanging messages on here as VM has made the system unreasonably and unnecessarily complicated through multiple recent changes.

    As a VM customer you will have a 'primary' login to 'My Virgin Media'. This will be the 'My VM' login where you can manage your services, see bills, view your package details etc. etc.

    Via that primary My VM login, you should also be able to see all the email addresses that are currently associated with your VM broadband service.

    This link below shows how you can check your other associated mailboxes when logged in under the primary My VM account

    Virgin.net access for non virgin customers | Virgin Media Community - 5593360

    You should be able to log into the primary My VM via the 'Sign In' button here

    https://www.virginmedia.com/myvmo2

    In the past, you used to be able to manage secondary email addresses through the primary My VM but VM has changed that so that each mailbox now has its own My VM login to make changes (such as password resets etc.)

    VM is also prompting customers to link a third party email address to each mailbox in the name of increasing security. This is adding a further layer of confusion. When this happens, VM requires each VM mailbox to have its own unique third party email address to run alongside it.

    I think (from what you have already written) it sounds like you can access the primary 'My VM' login but your BY addresses are missing from that. If that is the case, your BY addresses may have been 'orphaned' from your VM broadband account (which can happen if you leave VM and return later on and for other reasons).

    VM has been closing down mailboxes that are not associated with an active VM broadband service.

    To add some further VM 'confusion' there seem to be a number of topics today mentioning problems logging in to My VM so there may be some tech problems going on as well just now.

    I think you will need the VM forum team to look at your account/mailboxes and advise what is going on. Someone from the VM forum team should get to your topic and reply, uusually within a few days of your first post.

    • Faerie1's avatar
      Faerie1
      Dialled in
      5 days ago

      Hiya, thanks for the advice

      I never left, I only moved address, which VM had real issues with, they lost my phone number and had to have IT add my email address back on my account, a few years ago, although it now seems this hasn’t been done correctly, it’s a total mess!  

      hopefully, the forum team can help me, have everything crossed!

      • coenoby's avatar
        coenoby
        Very Insightful Person
        5 days ago

        Faerie1​ 

        Presumably you went through the process of generating new passwords because you started  having issues accessing those 2 Blueyonder accounts?

        If so it  may well be those accounts have been locked by VM or even be in the process of being deleted.

        In other circumstances I would suggest trying to access those Blueyonder accounts directly using the VM webmail service. here's the link to do that:

        https://mail2.virginmedia.com/

        However, that's probably a pointless exercise because:

        1.  of the confusion following the recent multiple password resets and
        2. it's not clear if you have specified third party (non VM) email accounts as the account usernames. (Basically, if you have specified non VM email addresses as part of the password process you will need to use the non VM email addresses as the username in the webmail sign in page rather than the BY addresses)

         

        So it's probably best to wait for  one of the forum team to contact you.😉

        I hope you can get it sorted

        Coenoby