Forum Discussion

emaildoesntwork's avatar
emaildoesntwork
Just joined
6 hours ago

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

2 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    5 hours 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?

  • Gooser42's avatar
    Gooser42
    On our wavelength
    5 hours 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!!