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ajsdubai4's avatar
ajsdubai4
Just joined
6 months ago

Blueyonder Email issues since 17th February

I have noticed quite a lot of chatter around this but still looking for some help as this relates to my mum's account and I am not a Virgin Media user except to help my Mum.  In an ideal world I would love some help from Virgin Media in UK directly as the call centre don't appear to be able to assist with the current issues, the technical team have not called us back despite promises to do so, they are not prepared to send a technician / engineer for a paid appointment and through complete frustration I have recently driven to their site closest to my home only to be told they are not the right team to speak with.  On 17th Feb my Mum started receiving messages on her desktop asking her to log into serverpop3.virginmedia.com (not through virgin media directly) the passwords left by my father when he passed did not work, there is no facility (Where there should be) to update passwords and Virgin Media Call Centre appeared unable to find a solution that would allow her to log in as she has for years so she was technically locked out (and remains so).  We finally managed to get access to her emails via the Virgin Media website which was a workable solution whilst waiting for the original issue to be resolved however 3 days ago the log in changed both in terms of requirements and how it appears visually (now Virgin Media / O2).  Mum has only ever had one email, blue yonder and is now being asked to provide another for back up / security reasons.  I understand this and we could of course set up a secondary email or even use mine however the last time we did this, it removed blueyonder as the default and set itself up using mine - we were, after much toing and froing, able to revert this but I really am loathed to do this again.  Any advice on either of the 2 outstanding issues in terms of what I can do / who I can approach, would be much appreciated as this really is a vital link for my Mum.  Thank you in advance, even better if someone from Virgin could PM me and arrange a call to organise a fix.  

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  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    6 months ago

    Hi ajsdubai4, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear your mum has been having issues accessing her email address. We've recently made some changes so in order to access My VM, your mum will need to go through the set up of the VM O2 ID. She will need a back up email address for the verification process so if you don't wish to use yours, you can create a new one for her on an email client such as Outlook or Gmail. Further help for setting up the VM O2 ID can be found here. 

    Once that's set up, you will then be able to generate an app password. This will allow her to access her VM emails on a client or app. You can do this following these instructions: Please log in to My Virgin Media here > Click on Account settings > Identity & Security Settings > Select Manage your products > Select Manage email app password > Click on the blue button 'Get New Password'.

    We're not able to arrange calls vis the Community I'm afraid but you are able to get help over the phone by calling the team on 150 / 0345 454 1111 if needed. 

    Many thanks,