Forum Discussion

Tescobod's avatar
Tescobod
Joining in
11 months ago

Blueyonder email not recognised

Hi, I'm actually going around in circles here. The people on the phones keep hanging up on me because I can't remember the memorable word. Anyway, I got a new phone. When setting up email on the new phone, my email address and password were not recognized. The system doesn't seem to recognize the Blueyonder account. I logged on using my Virgin Media email and password, but no matter how I try, it won't recognize the Blueyonder account. It keeps saying no email exists, but I've had this email address for over 20 years. Please, please, someone help me. I'm going out of my mind.

 

[MOD EDIT: Subject title changed for clarity]

  • coenoby's avatar
    coenoby
    Very Insightful Person

    Tescobod wrote:

    It keeps saying no email exists,


    When you try to sign in the Blueyonder account which error message do you get?

    • "Your email or password was incorrect. Please try again or go back to change your email."
    • or that your email account is "Currently unavailable"

    Coenoby

      • coenoby's avatar
        coenoby
        Very Insightful Person

        Tescobod wrote:

        "It's says go back and change your email"

        The "Your email or password was incorrect. Please try again or go back to change your email" message means that either:

        1. this Blueyonder email account has been deleted
        2. or that you are not supplying the correct password and the password needs to be reset
        3. or that you have changed your VM username to a non VM email address, in which case you need to use that non VM email address (rather than your Blueyinder address) in the "Email address" field of that sign in page.

        Re 1. - VM are deleting VM email accounts that are no longer linked to a live VM broadband account so if this email account was originally set up under under a previous VM broadband account it is possible that they have deleted it.

        Re 3. - Bear in mind that you may well have to supply a non VM email address to use as your username for your VM email account and your "My Virgin Media" account. That's a change VM sneaked in for all their email accounts a few months ago to improve the security of their email accounts.

        As long as you still have a live VM broadband contract one of the Forum Team, (VM staff who support this forum) will be able to check this out for you.

        One of the Forum Team should be contacting you via this forum thread but I'll keep an eye out and escalate it to them if necessary. They will ask you to answer some security questions to confirm that you are the account holder but they do not need your "memorable word".

        Coenoby