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Blueyonderer's avatar
Blueyonderer
Up to speed
7 days ago
Solved

Can't access blueyonder secondary email account

My wife has used the same blueyonder email address since 2001 and I set up a new password for her when she was forced to use a secondary email address to log in in 2023. At some point this morning her credentials stopped working. I have a note of them in my password manager but re-entering them has no effect. I can't find any way to reset this password and she's waiting on several important emails arriving. How do I get this sorted? I renewed my VM contract last friday, in case this is somehow linked. Two other secondary accounts used by my sons are both working fine.

Thanks

  • Blueyonderer's avatar
    Blueyonderer
    7 days ago

    I decided to take one more look at this before giving up for the night. I focussed on the possibility of the account being locked rather than being completely deactivated and I found a solution to a very similar problem in another thread here: Blueyonder Webmail - 403 Forbidden | Virgin Media Community - 5681547 so thought I'd give it a go and it worked!

    Logging in using my wife's blueyonder email address along with the password I'd recently generated allowed me to create yet another new system generated password which also unlocked the account and her email has started to function again, on her phone at least. I've no idea what caused the account to be locked today but I'm not going to lose any sleep over it. I'll update outlook settings on her laptop in the morning...

10 Replies

  • Blueyonderer's avatar
    Blueyonderer
    Up to speed
    7 days ago

    As a quick follow up, if I try logging in with her 3rd party email address, it does accept those credentials but leads to a screen offering to link a virgin media account? There are no other options available there. I don't want to transfer the account but clicking past his then shows my details, rather than hers so something is getting very confused, perhaps because I use a passkey to log in?

  • WalterFraser's avatar
    WalterFraser
    Tuning in
    7 days ago

    Got the same problem with my wife's sub-user VM email. When she tries to log in it asks her to link her email address to a VM/02 account. She doesn't have an account as I am the account holder. I've spent hours on the phone with Virgin and they have yet to resolve the issue. I first contacted them on 1 November then twice today and I have to wait till 18th November before anything else can be tried.  This is because we tried generating a new account rescue code in the hope that we could log in using the code rather than her password, which wasn't accepted.  Tried the code but the message came up that it isn't valid till 18th.  Do not link your wife's email address to your account details, as it will transfer the account ownership from you to your wife and neither of you will have email access.  If your wife has a current account rescue code, logging in using that might work but it took me ages to find the route to that stage.

    • Blueyonderer's avatar
      Blueyonderer
      Up to speed
      7 days ago

      I'm hoping that the account locked is the key to our particular puzzle. The account last synced at 8.17am this morning. Entering the newly generated password into the email client on her phone doesn't complain about the password now (edit: it does but it took a while to fail this time) but it also doesn't retrieve any mail including a test message I sent to her. Fingers crossed...

      • WalterFraser's avatar
        WalterFraser
        Tuning in
        7 days ago

        I suspect that the problem lies with the merging of VM and 02 accounts.  We had a similar  problem over a year ago but it was more quickly resolved.  VM Customer Support clearly have no idea how to resolve it.  I hope you find a solution rather than endure weeks without important emails like my wife has had to.  Good luck!

  • Blueyonderer's avatar
    Blueyonderer
    Up to speed
    7 days ago

    OK, so I thought I'd had a breakthrough. I logged in using the old blueyonder email address and managed to initiate a password reset. After reverifying the backup email address and changing the password again, adding her mobile as a second factor and verifying the backup email address it now seems to authenticate using the new credentials but is now saying that email is either locked or doesn't have an active account anymore. Can someone look into this urgently since she's waiting on some health-related information being delivered to her account.

  • Blueyonderer's avatar
    Blueyonderer
    Up to speed
    7 days ago

    Part of the reason I renewed my contract on Friday was to try to ensure continuity of her email. I'm still within my cooling off period so I might well cancel and go elsewhere after 24 years. I'm a systems developer with over 30 years experience and that password reset routine was one of the worst interactions I've ever had. I've no idea how Joe Average is supposed to get through that.

  • Blueyonderer's avatar
    Blueyonderer
    Up to speed
    7 days ago

    I decided to take one more look at this before giving up for the night. I focussed on the possibility of the account being locked rather than being completely deactivated and I found a solution to a very similar problem in another thread here: Blueyonder Webmail - 403 Forbidden | Virgin Media Community - 5681547 so thought I'd give it a go and it worked!

    Logging in using my wife's blueyonder email address along with the password I'd recently generated allowed me to create yet another new system generated password which also unlocked the account and her email has started to function again, on her phone at least. I've no idea what caused the account to be locked today but I'm not going to lose any sleep over it. I'll update outlook settings on her laptop in the morning...