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Blueyonderer's avatar
Blueyonderer
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7 days ago
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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...

4 Replies

  • 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...

  • 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

    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

    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?