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jackanapes's avatar
jackanapes
Tuning in
15 days ago

Email has stopped working

My main email account has a blueyonder address. I also have a couple of virginmedia.com email accounts. I mainly access email via Microsoft Oullook on my PC and via the Outlook app on my Android phone. This afternoon, Outlook (both on phone and PC) started prompting me to enter my password and it was evident that I was no longer receiving emails. So I logged on to my Virgin Media account and followed the instructions here: https://www.virginmedia.com/help/virgin-media-mail-unavailable      I got a new app password and entered it into Outlook both on my phone and PC and my emails started working again, But about half an hour later, the same thing happened. I was again prompted to enter my password and I stopped receiving emails in Outlook. So I repeated the exercise of getting a new app password according to the instructions referenced above and entering it into Outlook. However this time it didn't work, so I remain locked out of my blueyonder and VM email accounts. My blueyonder webmail works. Can anyone suggest a solution please?    

9 Replies

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  • coenoby's avatar
    coenoby
    Very Insightful Person
    14 days ago

    jackanapes​ 

    "Can anyone suggest a solution please?"

    Since VM introduced their mail app password several people have posted here reporting that once they have been locked out of their VM email account it seems to take several password resets before the email account is finally unlocked.

    So, sorry, but my only suggestion is to try yet another password reset.  

    Coenoby

     

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      14 days ago

      I would also suggest, in addition to the info from coenoby​ , you wait perhaps a hour or so between password changes.  This should allow the new password to sync across any authentication servers in VM. 

       I'm just thinking this could be a possible solution to the "try changing passwords several times"?

  • jackanapes's avatar
    jackanapes
    Tuning in
    14 days ago

    Thanks for your suggestions. I tried again with a new app password this morning and also reset my VM account password, but still no joy. There seems no rhyme or reason to it. 

  • jackanapes's avatar
    jackanapes
    Tuning in
    14 days ago

    I have tried again just now with a new app password, but with no success. Can anyone help, please?

    • coenoby's avatar
      coenoby
      Very Insightful Person
      14 days ago

      jackanapes​ 

      "I remain locked out of my blueyonder and VM email accounts."

      The only other thing I would add is that you need a separate  mail app password for each of your VM email accounts. 

      It's not clear from VM's instructions that you cannot use the same mail app password in all your accounts. You have to sign into the My Virgin Media account link with each of your Blueyonder and VM email addresses and go through that same reset process for each of your email accounts.

      I quite expect that you understand and have already done that but I just thought I'd check 😉

      If you have done that and  also followed Adduxi's suggestion of waiting a while after you have completed the reset before trying the new password then it looks as if you need help from one of the Forum Team (VM staff who support this forum). If you are a current VM broadband customer they will be able to help you.

      One of them will be contacting you via this forum thread hopefully tomorrow.

      By the way. The reasoning behind waiting before trying the new password  is to allow time for the password change to propagate around all the VM servers.

      Coenoby.

       

      • jackanapes's avatar
        jackanapes
        Tuning in
        13 days ago

        Thank you for taking the time and trouble to explain all of this.

        I had forgotten the point about different app passwords for different email accounts. I set that up in the past but am not quite sure how to do it again! The fact remains that I cannot get any of the accounts to work with an app password and remain locked out on Outlook.   

        I hope that someone at VM takes this up soon and finds a solution for me.

         

         

         

  • jackanapes's avatar
    jackanapes
    Tuning in
    13 days ago

    Thank you for your helpful comments.

    For no apparent reason, the app passwords have started working again and I have been able to access my VM accounts via Outlook. so somehow, the problem seems to have corrected itself, though I am now getting an error message in webmail: "The provided login data to access e-mail server imap.virginmedia.com seems to be wrong. Please correct them." I have no idea how to deal with that.  

    Since VM introduced this complicated system of verification,  I have found myself locked out of Outlook emails for no apparent reason  on more than one occasion. I agree with Adduxi's suggestion to move to another platform but this is easier said than done when I have been using a blueyonder email address for well over 20 years!

     

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      13 days ago

      I was in the same boat for many years, with a couple of “ISP tied” mailboxes.  A few years ago I bit the bulllet and started the change over to a non ISP mail service.  It took a few months of work, but in the end it was worth it and I’ve never looked back.  I’ve since been free to move ISP as and when it suits me without any thought to loosing my email.