Forum Discussion

emaildoesntwork's avatar
emaildoesntwork
Joining in
21 days ago
Solved

Email not working for a month - told it can't be fixed

I've been with Virgin for over 25 years and have been pretty happy up until now. My wife and I both have blueyonder email addresses which we have used for that long - and basically everything we do is registered with them.

On 14/11 in the morning she got a popup saying her password was wrong and she hasn't been able to check her email since.

I left it a day and when it still didn't work spent a few hours on the phone to support - they couldn't do anything and said they would get back to me within 5 days.

It's now been over a month and despite wasting hours on the phone and chat multiple times I haven't got anywhere. The last person said it wasn't fixable and that was it, and I could speak to anyone else.

A few weeks ago I had 2 calls back when I was busy at work - the second one said because I didn't answer they would close the file. There wasn't a number I could call back and starting again didn't get me anywhere.

I raised a complaint on 5/12 hoping someone would get back to me but that hasn't been replied to either.

I was told the address exists at one point - but I can't reset the password - when I log in it says it's locked.

Is there anything else we can do? This is causing huge amounts of hassle - it's really difficult to change the email address on anything when you can't access the email it's linked to.

Blueyonder
email
  • emaildoesntwork's avatar
    emaildoesntwork
    24 hours ago

    Sorry for the delay but I just wanted to say thanks for the help - someone called me a few weeks ago and after half an hour or so had it all working - and they assured me it’s attached to the account so shouldn’t get turned off.

    Now just have a month of emails to go through!

10 Replies

  • Gooser42's avatar
    Gooser42
    On our wavelength
    21 days ago

    I have had similar problems since July this year, and have spent hours trying to get a resolution, so far unsuccessfully. I am currently in conversation with a forum administrator, but am going round in circles.  I keep having to answer more security questions, and not even on the same message, which just prolongs the time spent.

    I do not understand why there is now a problem with blueyonder, as it has always worked well before, and it would appear that Virgin Media do not have a clue either.  There are many other posts on the same theme, and I think it's about time this was sorted out.

    Good luck!! 

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

    Have you setup the mandatory VM02ID user accounts for the BY mailboxes?  If you have, can you access these via My VM / Webmail?  If you are using any 3rd party email clients, have you setup the four word "app" password for each BY mailbox?

  • Alex_RM's avatar
    Alex_RM
    Forum Team (Retired)
    20 days ago

    Hi emaildoesntwork,

    Thanks for posting, and welcome to our community 😊

    Sorry to hear you're having some issues with the email account. So I can get a few more details from you, I've popped you over a private message.

    Alex_Rm

  • Sid_M's avatar
    Sid_M
    On our wavelength
    10 days ago

    Sorry to butt in but are these private messages just damage limitation to take issues out of the public eye ?  Clearly there is a wider issue.  Like Gooser42  I too have been cut out of Virgin email since July and also think it's about time this was sorted out.

    • Peeps's avatar
      Peeps
      Tuning in
      10 days ago

      Sid_M, That’s a good question.

      The introduction of the Virgin Media O2 ID, Single Sign-On (SSO), has caused a lot of customer issues, accessing their accounts and/or accessing their e-mails. The Customer Services people have tried very hard to help sort the issues. Some issues, via system modifications, have been sorted over the past few months.

      As soon as a posted question is a result of an issue with the SSO then the board goes Private Message.

      Tony_ posted recently
      A Decision from the Ombudsman | Virgin Media Community - 5688279

      There is a fundamental flaw with the new SSO. Virgin Media O2 would rather compensate those customers affected than fix the problem. Also, Customers are apparently denied the opportunity to seek out who is responsible.

      I’m a customer affected by the unsolvable issues and am still trying to work out how to motivate Virgin Media O2 to solve their problem.

      • Tudor's avatar
        Tudor
        Very Insightful Person
        10 days ago

        "then the board goes Private Message." theoretically there is nothing to stop a user copying and updating their post with the data from a private messsage, as long as it does not contain sensitive information. 

  • SteveH14's avatar
    SteveH14
    On our wavelength
    10 days ago

    Lost access to my email account months ago - got the runaround from Virgin for months going round in circles - raising tickets on numerous occasions - complete waste of time customer help/service - eventually went to ombudsman - conclusion was Virginmedia have made a huge balls up affecting untold customers and have no idea if or when it can be rectified. Has caused me untold hassle and financial implications that virgin wont acknowledge. So conclusion for me is a sloppy company with no scruples who don't care a jot if customers are left to pick up the pieces. Have no time for virginmedia now - the shambles has cost me literally thousands of pounds. Virginmedia - faceless, unscrupulous, shambolic.  

    • jpeg1's avatar
      jpeg1
      Alessandro Volta
      10 days ago

      The hard fact is that VM02 want to get rid of their email, which is just an expense and nuisance to them. They stopped issuing new accounts years ago, and have closed existing accounts whenever they can.

      VM now insist that every user has a non VM email address for their VM broadband account, apparently as a security measure. It is of course so that they will still be able to contact customers when VM email is finally closed or handed off to some other company. 

      It's understandable that people want to keep email addresses that they have used for years, but sooner or later you have to realise that the problems of using them are not going to stop, and you will be better off moving your contacts to your non VM email account. You will no longer suffer the inconvenience and risks to your email, and no doubt VM will be pleased too. 

  • emaildoesntwork's avatar
    emaildoesntwork
    Joining in
    24 hours ago

    Sorry for the delay but I just wanted to say thanks for the help - someone called me a few weeks ago and after half an hour or so had it all working - and they assured me it’s attached to the account so shouldn’t get turned off.

    Now just have a month of emails to go through!