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Speigal's avatar
Speigal
Tuning in
4 months ago

Email account password not working.

Urgent help required

I have 4-5 email accounts for my family registered with my Virginmedia account, or did. I am a customer of over 20 years.  Some are blueyonder.co.uk others virginmedia.com It appears only one of these are listed the I log in. I presume the others have become orphaned but are in regular use. I recently tried to update the app password for the main account which resulted in all accounts not working with messages for a new password and the new password not being verified for all accounts including the main email account. I can now only access one account via the virgin media app and none via third party apps (Mail or Outlook).

Please can you help me to recover these email accounts and relink them with my main account?

Thanks

Martin

13 Replies

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  • Speigal's avatar
    Speigal
    Tuning in
    4 months ago

    Just an update. I managed to add my main blueyonder account to my iPhone using an app password but it only lasted about an hour before I got an account error. This email account can still be accessed via webmail on Virginmedia as it is my main account so not a huge problem. Two other accounts (one blueyonder and one virgin media) no longer working and not listed as associated with main account. I am a Virginmedia  broadband customer for many years. Causing lots of issues as fairly important business associated with the orphaned accounts. 

    Could someone help me with this issue? Thank you. 

    • Sabrina_B's avatar
      Sabrina_B
      Icon for Forum Team rankForum Team
      3 months ago

      Hi Speigal 👋.

      Thanks for reaching out to us and welcome to the Community Forums, sorry to hear of the issues that you are facing with your mailbox. As another community member has said, any accounts that hold a legacy mail Domain such as Blueyonder, NTLWorld, Virgin etc would need a third party email address tied to them for the password security purposes that is not tied to any existing mailboxes, such as Gmail, Yahoo etc for each mailbox you wish to keep active. 

      Have you been able to do this?

      Let us know.

      • Speigal's avatar
        Speigal
        Tuning in
        3 months ago

        I do not know how to do this but they should be linked to my iCloud.com account but not sure otherwise, I could use the working blueyonder account.   My main account email for Virginmedia is an iCloud.com account and we were given a blueyonder account for email with Virginmedia which still works.  I originally, many years ago, set up additional personalised accounts for family members, as we were allowed up to 5 using either blueyonder or Virginmedia. . They have been working up to last week and no longer listed on my Virginmedia settings. 

        My one blueyonder.co.uk account now appears to be working on third party software so I presume it was blocked last week as I could not access it. The main accounts I am keen to get going will not validate with the same third party software. 

        Please can you advise next steps?

        Thank you

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    4 months ago

    There are no longer “secondary” email accounts.  Every account has to have a 3rd party email address. If you logon to MVM with the accounts and reset the passwords this should allow you to setup each mailbox as an individual account. 

    • Speigal's avatar
      Speigal
      Tuning in
      3 months ago

      If I log on using the secondary accounts it does not recognise the password. If I attempt to change the password it only changes the main account password and the new password is not accepted for the secondary account. I continue to be unable to access these accounts as I think they are orphaned from my main account. 

      Please help. 

      • Matthew_ML's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team
        3 months ago

        Hey Speigal, thank you for reaching out and I am sorry to hear you are having some email issues, also a warm welcome to the community.

        Have you tried logging into these emails  separately to try and change the password that way?

        Can any of these emails be even logged into? 

         

  • Speigal's avatar
    Speigal
    Tuning in
    3 months ago

    When I log on with one of the orphaned secondary emails and try to change the password it takes be a page to log on with my main iCloud account and changes the password for that account. Using this new password does not work with the orphaned account. These old accounts are not listed anymore in my account, there were not too long ago. 

     

    • Tom_W1's avatar
      Tom_W1
      Icon for Forum Team rankForum Team
      3 months ago

      Hi Speigal thanks for your reply here.

      Please ensure that you follow the advice given by Adduxi exactly, there is guidance in the link provided with how to get through this issue but as mentioned, each sub-account/secondary email does need another third party email to be used with it as a log in username.

      Hope this helps. 

      • Speigal's avatar
        Speigal
        Tuning in
        3 months ago

        I am reaching out to the IT team but currently waiting for them to contact me. It took an hour or so to get past the bot, text via the chat box to an agent and try and deal with the problem. The agent was more interested in offering an upgrade than sorting my problem with long waits with nothing happening then no response at all.   It's a real shame you can't phone anyone. I will give it a few days then try again. Adds to my thoughts about moving to an another provider! One wonders where all the money goes if they do not invest in good customer support. 

  • Speigal's avatar
    Speigal
    Tuning in
    3 months ago

    I have followed the instructions to the best of my ability and failed in updating the password of the orphaned blueyounder account used by my wife (one of two orhaned accounts)  On changing I get a message "request in progress" but the screen freezes.  I then appear to have changed the password of my main account and do not have access to the blueyonder account.  I can't see how I can set up a third party email if I cannot get in to the account or see it listed in the main account.   Is there any one I can talk to?

    • Lee_R's avatar
      Lee_R
      Icon for Forum Team rankForum Team
      3 months ago

      Hi Speigal thanks for getting back to us.

      When you say "set up a third party email..." do you mean assigning an existing 3rd party email address? Or do you mean setting up a brand new 3rd party email address? If you mean the latter, this would be done on their website.

      Regards

      Lee_R